Refund Policy

1. General Principles

1.1 This Refund Policy (“Policy”) describes the rules and conditions under which IRONBIT Sp. z o.o. (“IRONBIT”, “we”, “our”, or “us”) may issue refunds to customers (“you”, “your”).

1.2 IRONBIT provides cryptocurrency exchange services between virtual and fiat currencies. Due to the nature of cryptocurrency transactions, all completed transactions are final and non-reversible once processed and confirmed on the blockchain.

1.3 Refunds are possible only for transactions that have not yet been completed, or for which the Service has failed to process the exchange correctly.

2. Eligibility for Refund

2.1 A refund may be requested if:

• The transaction was not executed or processed;
• The funds have not yet been converted into cryptocurrency;
• The customer account was charged but the transaction could not be fulfilled due to a technical or operational issue.

2.2 Refunds cannot be issued if:

• The cryptocurrency has already been transferred to the customer's wallet;
• The exchange transaction has been completed and confirmed;
• The customer provided incorrect or incomplete payment or wallet details;
• The customer violated these Terms or engaged in fraudulent or illegal activity.

3. How to Request a Refund

3.1 To request a refund, you must contact IRONBIT by email at info@ironbit.net and include:

• Full name and registered email;
• Transaction ID or reference number;
• Amount and date of payment;
• Explanation of the refund reason.

3.2 In some cases, you may also cancel a pending transaction directly from your account interface if it has not yet been completed.

3.3 Refund requests are reviewed within 24 hours of receipt during business days. Depending on the complexity of verification, additional time may be required.

4. Processing Time and Method of Refund

4.1 Refunds are typically processed within five (5) business daysafter confirmation and approval by IRONBIT.

4.2 Refunds will be issued using the same payment method used for the original transaction (bank transfer, card, or e-wallet).

4.3 Refunds to cryptocurrency wallets will be made only to the wallet address provided during the original transaction, after identity verification.

4.4 The completion time of refunds depends on external payment processors and banking institutions.

5. Verification and Documentation

5.1 IRONBIT reserves the right to request additional documentation to verify your identity or confirm the source of payment before processing a refund.

5.2 If the requested information is not provided within two (2) business days, refund processing may be delayed or denied.

5.3 IRONBIT may temporarily freeze funds related to a refund request if fraudulent activity or payment disputes are suspected.

6. Transaction Errors

6.1 If you believe that an error has occurred during your transaction, you must notify IRONBIT immediately by email at info@ironbit.net.

6.2 We will investigate each case individually and inform you of the outcome as soon as reasonably possible.

6.3 Refunds related to transaction errors will be made only after full verification and confirmation of the issue.

7. Fees and Deductions

7.1 Any costs or fees incurred in processing a refund (including banking or network fees) are borne by the customer and may be deducted from the refund amount.

7.2 IRONBIT is not responsible for any exchange rate differences between the initial purchase and refund times.

8. Chargeback Policy

8.1 IRONBIT encourages customers to contact our support team directly before initiating any chargeback request with their bank or payment provider.

8.2 Filing a chargeback without first contacting IRONBIT may result in the suspension of your account and delays in resolving the issue.

8.3 IRONBIT reserves the right to dispute unjustified chargeback claims and provide evidence to the respective payment institution.

9. Fraud and Misuse

9.1 Any attempt to misuse refund procedures or submit false refund requests constitutes a violation of this Policy and may lead to account suspension and reporting to authorities.

9.2 IRONBIT reserves the right to freeze or confiscate funds involved in suspected fraudulent activities pending investigation.

10. Amendments to This Policy

10.1 IRONBIT may modify or update this Refund Policy at any time. Changes will be published on the official website and become effective immediately upon publication.

10.2 Continued use of the Service after changes to this Policy constitutes acceptance of the updated terms.

11. Contact Information

If you have questions or concerns regarding this Refund Policy, please contact us:

IRONBIT Sp. z o.o.
ul. Żurawia 6, lok. 12, 00-503 Warszawa, Poland
Email: info@ironbit.net