Skip to content


Policy on Refunds

PLEASE READ THE REFUND POLICY CAREFULLY BEFORE USING THE WEBSITE “” goes to great lengths to assist its customers with the cryptocurrency refund process.

General guidelines

In the event that a transaction involving the purchase or sale of cryptocurrency has not yet been finalized and does not have the “Complete” status, our company offers all of its clients the right to a refund. Payments for ELG made on are non-refundable, irreversible, and cannot be modified once the transaction has been completed and cryptocurrency / fiat monies have been paid to the client’s card or bank account. sends emails to clients’ email addresses registered in the system informing them of decisions made by regarding refunds. To obtain a refund (in fiat currency or cryptocurrency), the client should write to at [email protected] with a refund request and the transaction number for which a refund is needed. The client will be advised of the decision after receives the refund request. Please keep in mind that, on average, a refund request might take up to 48 hours to process from the time we receive the request from the consumer. thoroughly checks and verifies all information relevant to the refund request. ESCOIN maintains full custody of cryptocurrencies, fiat funds, and user data/information, which may be turned over to governmental authorities if ELG accounts (profiles) are suspended or closed due to fraud investigations, investigations of law violations, or violations of the Company’s policies, until a final decision is made.


In the event that a favourable decision is reached;

the client’s fiat monies will be refunded to them using the same method and bank/card information that they used to make the initial transaction to SEPA / SWIFT (bank transfer) refunds are made on bank working days; payment cards (VISA / MC) refunds are made any day of the week; and Advcash / Neteller / SKRILL refunds are made any day of the week. Please keep in mind that refund enrollment to the client’s bank/card account may take up to ten business days, depending on each bank’s internal policies and/or procedures, which our firm has no control over. The customer’s e-wallet will be credited with cryptocurrency. may require additional documents as proof of payment throughout the request review process, such as identification documents, payment orders, or any other document. If the customer fails to produce the needed papers within 2 working days after the company’s request, or if has suspicions about the authenticity of the provided documents, the reimbursement request will be delayed, and will decide whether to take further action. reserves the right to freeze the client’s fiat funds / cryptocurrency asked for a return until all circumstances are clarified and / or document verification is completed. Clients must give accurate and complete information about the transaction they have initiated. is not liable for any transaction that fails due to a client error or the provision of inaccurate or misleading information.Please note that if the client provides erroneous personal information when making a payment, the customer is solely responsible for the charges and fees paid during the refund procedure.



Before filing a complaint request (chargeback) with the customer’s bank, offers its clients the opportunity to settle any problem or issue related to platforms. Contacting the customer service department initiates the settlement process. During the investigation of a complaint request, reserves the right to suspend the client’s account.

Other terms and conditions

The client is responsible for all refund expenses and fees. These fees will be deducted from the amount the consumer receives.

The refund fee (fiat funds) is for:

  1. Payment cards (VISA / MC): Processing fee: 4.5% Service fee: 0.5% 2) SWIFT / SEPA (bank transfer): Bank commission: according to tariffs of each bank; Service fee: 5%

The refund fee (cryptocurrency) is for:

  1. Payment cards (VISA / MC): Service fee: 3% Commission related to the cryptocurrency return processing depends on the type of cryptocurrency, rate changes, network commission, etc. 2) SWIFT / SEPA (bank transfer): Service fee: 5% Commission related to the cryptocurrency return processing depends on the type of cryptocurrency, rate changes, network commission, etc. Please note that the cryptocurrency rate can change very dynamically, therefore, there may be a negative difference between the value of the cryptocurrency at the time of purchase and its value at the time of sale; this difference is covered by the refund amount. reserves the right to make changes and amendments to this Refund Policy, including if any changes are made to the law. If the client does not agree with the possible changes, he/she should stop using the service.