Refund Policy

Last Updated: June 05, 2024

PLEASE READ THIS REFUND POLICY CAREFULLY. BY ACCESSING OR USING OUR SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY ALL THE TERMS OF THIS REFUND POLICY AND OUR TERMS OF USE. IF YOU DO NOT ACCEPT THIS REFUND POLICY (AND (OR) CHANGES, ADDITIONS AND (OR) AMENDMENTS THERETO) – DO NOT USE THIS PLATFORM. IN CASE OF CONTRADICTIONS BETWEEN THIS VERSION AND ITS TRANSLATIONS (IF APPLICABLE), ENGLISH VERSION SHALL PREVAIL. This Refund policy constitutes a part of the ECOS-M Terms of Use (hereinafter – the “Terms of Use”). Except where otherwise specified, the terms used in this POLICY shall have the same meanings as in the Terms of Use. CJSC ECOS-M, is a closed joint-stock company incorporated under the laws of Armenia, with the legal address: 26/1, V.Sargsyan Str., Kentron 0010, Yerevan, Armenia (hereinafter – “ECOS-M”).

BACKGROUND 

ECOS-M accepts refund applications only in case the contract wasn`t provided (activated) to the User during 48 hours.  

NOTE:

• This Refund Policy concerns exclusively Transaction fees and Users’ Funds.
• This Refund Policy does not cover any transactions between the Users related to purchase-sale of crypto-currencies and it does not refer to any refunds for purchased crypto-currencies.
• This Refund Policy does not cover orders via Marketplace. ECOS-M will not offer refunds or exchanges for such orders. 
• ECOS-M undertakes to make its best efforts to assist the Users in case of any disputes related to refunds of purchased crypto-currencies.
• Refunds and Returns in excess of the original amount are prohibited.

DEFINITIONS

Banking Day: working day at any bank, which collects payments made by the ECOS-M Users on its account. 

Business Day: every official working day of the week in Armenia. 

Chargeback: return of the User’s money by his/her Issuing Bank due to the disputed and/or fraudulent transaction. 

Eligibility Criteria: the set of requirements that must be met for Refund or Return. 

Funding (also mentioned as “Deposit” on the Platform): a transfer of a certain amount of money to the User’s Account via a Payment card or Bank transfer. 

Return Form: the ECOS-M’s form to be completed by the User, who has requested for his/her Funds to be returned. 

Funds: certain amount of money transferred to and accumulated on the User’s Account. Issuing Bank: the bank that has issued a payment card to the User as Cardholder. 

Refund original amount: the precise amount of Transaction. 

Refund Form: the ECOS-M’s form to be completed by the User, who has requested the Refund. 

Transaction Charges: any fee charged by a bank/financial institution upon processing a valid refund request. All other terms and definitions in this Refund Policy are used in the same meaning as under the Terms and Conditions.  

GENERAL CONDITIONS

The User who has paid for the ECOS-M Services, i.e. paid a transaction fee, or has funded his account may request a Refund or Return in accordance with the Eligibility Criteria as further set out herein. Refund/Return will only be considered where the User complies with the Eligibility Criteria in full. Where the User fails to meet any of the Eligibility Criteria, ECOS-M shall have the right, in its sole discretion, to decline the User’s request for a Refund. In order to apply for a Refund, the User must send a Refund request to the ECOS-M support: https://ecoshelp.zendesk.com/hc/en-us/requests/new.  To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by ECOS-M. In such case, ECOS-M may request the User to provide certain documents, including, but not limited to, identification documents, copy of the User’s Payment Card and Invoice or/and any other prove of the fact that disputed payment was made. In case if the User fails to provide appropriate documents or information within three (3) days upon the ECOS-M request or in case of any doubts as to authenticity of provided documents, ECOS-M shall be entitled to decline the User’s Refund request. ECOS-M shall process the User’s Refund request as soon as is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, ECOS-M shall notify the User on the outcome of the request in accordance with the timescales set out herein. Refund request will only be approved or declined after meticulous verification made by ECOS-M. NOTE: Submission of Refund request does not guarantee that the User’s request will be satisfied.  

REFUND AND RETURN ELIGIBILITY CRITERIA

All requests for Refund will only be accepted where notice is received by ECOS-M no later than forty-eight (48) hours after making the Transaction. Notice mentioned above should be provided to ECOS-M by completing the Refund request. The Refund request should be sent to the ECOS-M helpdesk via link https://ecoshelp.zendesk.com/hc/en-us/requests/new with `Refund Request’ in the subject line.  

All requests for Refund should be provided to ECOS-M support help desk using the link https://ecoshelp.zendesk.com/hc/en-us/requests/new with `Refund Request’ in the subject line. ECOS-M provides the Refund using the same means of payment as the User used to pay, unless the User expressly agrees otherwise. PROCESSING TIMELINE Within fifteen (15) Business Days as of the date of Refund request receipt, ECOS-M shall contact the User to request further information (if required) and the User shall provide such information as soon as reasonably practicable but in any case, no later than fourteen (14) days following such request. ECOS-M shall notify the User by e-mail on its final decision regarding Refund:

• within fifteen (15) Business Days following the receipt of the last requested additional document or information;
• within twenty (20) Business Days following the receipt of Refund request if no further information or document is requested.

Refund will be processed without undue delay, and in any event within fourteen (14) days beginning with the day on which the ECOS-M agrees that the User is entitled to a Refund. The User will have no Refund:

• when requested by ECOS-M to do so, the User fails to provide ECOS-M with information or/and document(s) within the terms set herein.
• if ECOS-M suspects that the User has, or is, engaged in, or have in any way been involved in, fraudulent or illegal activity, including Prohibited Conduct.
• there is no ground for Refund.

NOTE: ECOS-M reserves the right to lock the User’s Funds while Refund investigation is in process, which means that the Funds could be inaccessible during such investigation.  

CHARGEBACKS

ECOS-M expects the User to contact it using ECOS-M contact details to resolve any problem or issue related to his/her payments before the User makes any Chargeback request. This Section does not affect any rights and/or claims, which the User may have against the bank/financial institution. ECOS-M will investigate any Chargeback requests made by the User and in response will inform the User’s Issuing Bank whether any Service or Transaction has been cancelled. ECOS-M reserves the right to suspend User`s account and lock User`s Funds during the chargeback investigation procedure.  

MISCELLANEOUS

Any charges, which arise upon processing Refund, shall be borne solely by the User. Such charges will be deducted from the final amount of Refund. In case of refund ECOS-M will charge 10% fee from the contract cost to cover the transaction of infrastructure de-installation. This Refund Policy will be amended from time to time if there is any change in the legislation. Terms and conditions of the Refund Policy are subject to change by ECOS-M and in the case of any amendments, ECOS-M will make an appropriate announcement. The changes will apply after ECOS-M has given notice. In case if the User does not wish to accept the revised Refund and Return Policy, he/she should not continue to use ECOS-M 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 to be bound by the new Refund Policy and Return.