– 19 February 2020
This Refund Policy relates exclusively to Transactions relating to the purchases of Cryptocurrency from a fiat currency via card or bank transfers, and were already applicable, to fiat deposits into the customer’s fiat wallet.
BABB undertakes to make its best effort to assist Users in the case of any disputes related to purchases made using deposited funds.
1. GENERAL CONDITIONS
A customer who has funded his/her BABB Account, or paid a transaction fee, may request a refund or return of those funds in accordance with the Eligibility Criteria as set out below.
Refunds and returns will only be considered where the customer fully complies with the Eligibility Criteria. Where the customer fails to meet any of the Eligibility Criteria, BABB shall have the right, in its sole discretion, to decline the customer’s request for a refund or return.
In order to apply for a refund or return, customers must send an email request to [email protected] for processing.
All information related to the refund or return may be verified by BABB. In such case, BABB may request the customer to provide certain documents, including, but not limited to, identification documents, a copy of the Payment Card, or any other proof of the fact that the payment was made. Where the customer fails to provide appropriate documents or information within three (3) days upon request or in the case of any doubts as to the authenticity of the provided documents, BABB shall be entitled to decline the customer’s request.
BABB shall process the request as soon as is reasonably practicable. Response times will vary depending on the stated reasons for the request. In any case, BABB shall notify the customer on the outcome of the request in accordance with the timescales set out herein.
2. TRANSACTIONS INVOLVING CRYPTOCURRENCY
Refunds are not possible for all transactions where the customer is depositing Cryptocurrency.
Where the customer has purchased Cryptocurrency with fiat from a card or bank transfer, changed his mind and would like to return the purchased Cryptocurrency, BABB would be able to buy the Cryptocurrency back based on current market rate minus the service fee for the transaction.
In other words, a customer can exchange purchased Cryptocurrency back to the original fiat currency through the Payment Method used (i.e. Credit Card Payment or Bank Transfer) and using the relevant spot rates. The refund amount is also capped at the original fiat amount paid for each transaction, minus the service fee, which is set at £15 plus all processing costs by third party providers.
The reason for such a policy is the fact that the price of Cryptocurrency changes constantly, hence the value of purchased Cryptocurrency at the time of refund may be different.
3. TRANSACTIONS INVOLVING FIAT CURRENCY
Where a customer has deposited into a BABB cryptocurrency wallet using fiat funds to keep it for use at a later stage, the customer has the right to request these funds be returned prior to use. BABB will comply with these requests when the funds have not been utilised by the customer for any further payment, transfer, donation or exchange transaction, or have not been earmarked for any such a transaction.
Where the funds have already been paid out or authorisation has been granted for this, the funds are no longer deemed to be available and are therefore not eligible for refund or return.
The return of any funds will be subject to a service fee, unless the return is due to the closure of an account, in which case no fee will be charged for a period of twelve months following the closure of the account. If the return is due to an error by BABB, no service fee will be charged.
Funds will be repatriated to the source where possible. If this is not possible, alternative arrangements can be made and agreed between the customer and BABB, following the provision of sufficient proof and process as detailed in this policy.
4. TRANSACTIONS INVOLVING DONATIONS TO A CAMPAIGN
A donation using a credit or debit card involves buying Cryptocurrency (BAX), which is then delivered to the BAX campaign wallet. The terms applicable for the donor for the cryptocurrency transaction as described in section 2 applies in this case. For the campaigner, any eligible refund request will result in the reversal of the BAX delivered to the campaign wallet. In addition, the funds are only eligible for refund if the campaign funds have not been moved out of the campaign wallet.
The BAX previously donated and now to be refunded will be converted at spot to the original fiat currency. The refund amount will be capped at the original fiat amount less service fee. If there is any error on the part of BABB, a full refund of the original fiat amount will be made, without the application of service charges.
5. CHARGEBACK/REFUND REQUESTS
Customers are encouraged to contact BABB at [email protected] to query and resolve any problem or issue related to his/her payments, before the customer makes any Chargeback or Refund request. This Section does not affect any rights and/or claims, which the customer may have against the bank/financial institution.
BABB will investigate any Chargeback requests made by the customer and in response will inform the customer’s Issuing Bank whether any Service or Transaction has been cancelled.
BABB reserves the right to suspend a customer’s account and lock customer funds during the chargeback investigation procedure.
Any charges which arise upon processing a refund or return, shall be borne solely by the customer. Such charges will be deducted from the final amount of the refund or return.
This Refund Policy will be amended from time to time if there is any change in legislation. Terms and conditions of the Refund Policy are subject to change by BABB and in the case of any amendments, BABB will make an appropriate announcement. The changes will apply after BABB has given notice.
In the case where the customer does not wish to accept the revised Refund Policy, he/she should not continue to use BABB Services. If the User continues to use the Services after the date on which the change comes into effect, his/her use of the Services will be bound by the new revised Refund Policy.
7. REFUND ELIGIBILITY CRITERIA
Users and customers of BABB services will be eligible for refund in cases of fraudulent transactions, and subject to investigation and confirmation. The eligibility and process of refund are as described in the previous sections. Errors made by the customer in the transfer process that lead to losses, including when funds have been converted and withdrawn, will not be eligible for refund.