Eltraexchanger Refund Policy

This article outlines Eltraexchanger Refund policies based on types of exchange transactions performed.

Eltraexchanger.com guarantees to any of its User his/her right for refund if Eltraexchanger.com does not send the crypto-currency to the user requested address.


  • This Refund Policy concerns exclusively Transaction fees and Users’ Funds.
  • Eltraexchanger.com 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

1. General Conditions

The User who has paid for the Eltraexchanger.com 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, Eltraexchanger.com shall have the right, in its sole discretion, to decline the User’s request for a Refund/Return.

In order to apply for a Refund/Return, the User must request and complete a Refund Form/Return Form and send the respective form to the Eltraexchanger.com support address - support@eltraexchanger.com

To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by Eltraexchanger.com. In such case, Eltraexchanger.com 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 the disputed payment was made. In case the User fails to provide appropriate documents or information within three (3) days upon the Eltraexchanger.com request or in case of any doubts as to authenticity of the provided documents, Eltraexchanger.com shall be entitled to decline the User’s Refund/Return request.

Eltraexchanger.com shall process the User’s Refund Form/Return Form as soon as it is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, Eltraexchanger.com shall notify the User on the outcome of the request in accordance with the timescales set out herein.

The Refund/Return request will only be approved or declined after meticulous verification made by Eltraexchanger.com.

NOTE: Submission of Refund Form/Return Form does not guarantee that the User’s request will be satisfied.

2. Transactions involving a Cryptocurrency (i.e. Bitcoin)

Refunds are not possible for all transactions where the User is purchasing a Cryptocurrency. However, in case the User changed his mind and would like to return the purchased Cryptocurrency, Eltraexchanger would be able to buy it back based on the current market rate minus the service fee for the transaction. In other words, the User can exchange the purchased Cryptocurrency (i.e. Bitcoin) for any existing Digital Currency (i.e. Skrill) or Payment Method (i.e. Credit Card payment or Bank Transfer).

The reason for such policy is the fact that the Cryptocurrency price changes constantly, thus the value of the purchased Cryptocurrency at the moment of refund will be different.

3. Transactions that do NOT involve cryptocurrency (i.e. Skrill)

Refunds are only possible within 30 days from the moment of exchange. Any additional service fees incurred by Eltraexchanger as a result of the refund will be covered by the customer.

For example, payment systems like Skrill or Neteller charge Eltraexchanger for each incoming and outgoing transaction. Therefore, when issuing a refund for a Skrill transaction, Eltraexchanger will send the customer an amount equal to the original transaction amount, minus the service fees for that transaction.


Eltraexchanger.com expects the User to contact it using Eltraexchanger.com 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.

Eltraexchanger.com 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.

Eltraexchanger.com reserves the right to suspend the User's account and lock the User's Funds during the chargeback investigation procedure.


Any charges, which arise upon processing Refund/Return, shall be borne solely by the User. Such charges will be deducted from the final amount of the Refund/Return.

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 Eltraexchanger.com.

In case the User does not wish to accept the revised Refund Policy, he/she should not continue to use Eltraexchanger.com 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 is to be bound by the new Refund Policy.