Policies

Refund and cancellation

This Refund and Cancellation Policy applies to www.kayo.exchange operated by Kayo Exchange UAB, Perkūnkiemio gatve 13-91, 12114, Vilnius, Lithuania, Registration number: 306067763, (hereinafter "Kayo Exchange" or "we").

It is your responsibility to familiarise yourself with this policy. By placing an exchange order, you indicate that you have read this policy and that you agree with and fully accept the terms of this policy. If you do not agree with or fully accept the terms, we ask that you do not place an exchange order.

Can I cancel a cryptocurrency transaction?

Due to the nature of digital currency protocols, transactions cannot be cancelled or altered once they are initiated.

Can I reverse a cryptocurrency transaction?

No, cryptocurrency transactions are designed to be irreversible. As such there is no possibility to reverse a cryptocurrency transaction. We ask you to make sure that your transaction details are correct before you make a transaction.

Can I request a refund for a cryptocurrency transaction?

This Refund Policy does not cover any transactions between the Users related to the exchange of cryptocurrency. Any request to refund for a cryptocurrency transaction must be made to the relevant Seller.

Can I request a refund when I have funded my account?

If you have funded your account and your request does not relate to any refunds for, send, sale or exchange transactions that were processed by us you may request a refund. To do so the following applies:

• All requests for Refund will only be accepted where notice is received by us no later than fortyeight (48) hours.
• All requests for Refund should be made using our Refund Request Form and send to us by email.
• Completed Refund Form should be sent to us with ' Refund Request’ in the subject line.

If you do not provide the necessary details, including the description and justification for the refund, or if you have already used all or part of the amount you have founded your account with, we have the right to decline such refund request without further consideration.

To comply with the applicable Anti-Money Laundering (AML) and Counter Terrorist Financing (CTF) rules and regulations or any other regulations, and to prevent prohibited conduct, all payments and information related to a refund request must be verified by us.

We may ask you to provide certain documents and information, including but not limited to identification documents, copy of your credit card or bank details and/or any other proof required to affect the refund.

If you fail to provide the appropriate documents or information, or in case of any doubts as to the authenticity of provided documents and information, we may hold your refund request until you take appropriate measures, as requested.

We reserve the right to cancel your order without any refund, or decline any refund request, if we suspect that you have or are engaged in, or have in any way been involved in, fraudulent or illegal activity.

How long does it take to process an approved refund?

We will notify you of our final decision regarding your refund request within seven (7) business days
following the receipt of all requested documents or information, or within fourteen (14) business days
following the receipt and reviewing of refund request if no further information or document is required.

Refunds will be processed without undue delay, and in any event within seven (7) days after we approved a refund. Refund transactions can take up to ten (10) business days, excluding time needed for funds transfer from the bank or payment provider to your account.

Chargebacks

We expect our Users to contact us before making any Chargeback requests. We will investigate any Chargeback requests made by you and in response will inform your issuing bank whether any Service or Transaction has been cancelled. We reserve the right to suspend a user’s account and lock User's Funds during the chargeback investigation procedure.

Does this policy change?

We may update our Refund and Cancellation Policy from time to time. This might be for a number of reasons, such as to reflect a change in the law or to accommodate a change in our business practices and the way we operate. We recommend that you check here periodically for any changes to our Refund and Cancellation Policy.

Who should I contact for more information?

If you have any questions or comments about our Refund and Cancellation Policy or wish to exercise your rights under applicable laws, please contact us.