Legal and Privacy


This Refund Policy constitutes a part of CREDITS Terms and Conditions (hereinafter - T&Cs). The terms used in this Refund Policy shall have the same meanings as in the T&Cs except as otherwise specified. The terms “we”, “us” and “our” refer to CREDITS. 

Under CREDITS Refund Policy, a refund to the User may be allowed when Fiat money destined to purchase Digital Assets on the Platform was not credited to the User Account after completion of the Transaction but somehow remained in the possession of CREDITS due to technical reasons or as a result of an error. This Policy applies exclusively to the User’s deposited Fiat money, and it does not refer to any refunds of Transactions submitted to or executed on the Platform. Every refund request is treated by CREDITS with reasonable care. 

If the refund request is eligible and  approved by CREDITS, the Fiat money will be returned to the User through the same payment method and to the same credit/debit card, bank account or another wallet from which the Fiat money was originally received.

To apply for a refund, the User must complete the refund request and send it to CREDITS at The request must contain the following details:

  • Transaction ID;

  • User name and email address;

  • Amount and currency of requested refund;

  • Reason and description of the request.

If the User does not provide the necessary information in the request, including the reason and justification for the refund, or if the User has already used the credited Fiat money for trading or other Services, CREDITS has the right to decline such refund request without further consideration.

To prevent prohibited and unlawful conduct, all payments and information related to a refund request may be additionally verified by CREDITS. As such, CREDITS may request the User to provide additional documents, including, but not limited to, identification documents, copy of the User’s invoice or/and any other proof of the fact that disputed payment was made. In case if the User fails to provide appropriate documents or information within five (5) business days upon CREDITS’ request or in case of any doubts as to the authenticity of provided documents, CREDITS shall be entitled to decline the User’s refund request or extend this period for the User on the basis of valid reasons provided CREDITS. The validity of the reasons is determined by CREDITS at its discretion.

Chargeback notice: Please note that this section does not affect any rights and/or claims, which the User may have against the bank, credit card company or any financial institution or payment provider. Prior to making a chargeback request with Your issuing bank or a credit card company, You need to contact CREDITS to try to resolve a problem or issue related to Your previously approved Transaction. Any attempt to request a chargeback without contacting CREDITS may be considered as a breach of these T&Cs. CREDITS will investigate any chargeback requests made by its Users and will inform the User’s issuing bank or a credit card company that a Service or Transaction has been canceled. If We receive a chargeback amount for a User’s Transaction, We reserve the rights to hold this chargeback amount from the User’s Account balance for the period of investigation and the dispute cycle of the payment system. We will credit the outstanding chargeback amount to the User’s Account after completing this process and charging all applicable Fees.

Processing timeline:

Within seven (7) business days from the date of receipt of the refund request, CREDITS shall contact the User to request additional information and / or documentation, and the User must provide this information as soon as possible, but in any case, no later than five (5) business days after such a request. 

CREDITS will notify the User by email of its final decision regarding the refund request within seven (7) business days after receiving the last requested additional document or information, or within three (3) business days after receiving and considering a refund request if additional information or document are not required. 

A refund will be processed without undue delay, and in any event within seven (7) business days beginning with the day on which CREDITS agrees that the User is entitled to a refund. The processing of a refund request can take from three (3) to seven (7) business days, excluding delays caused by the bank or a payment provider.


Refunds in excess of the original transaction amount are prohibited for any payment method.

If CREDITS have grounds to suspect that the origins of the User’s Fiat money and/or User’s activities are contrary to CREDITS AML/CTF & KYC Policy, CREDITS reserve unilateral rights to refuse provision of the Services; request additional information confirming the legitimate nature of the transaction; block the User’s access to his Account; terminate the Agreement without prior notice to the User, report to the competent authorities.