Refund Policy - PayBis

Refund Policy

This article outlines Paybis Refund policies based on type of exchange transactions performed. guarantees to any its User his/her right for refund, in case if such User is not satisfied with the quality of the provided Services.

Furthermore, declares that its User has the right to change his/her mind in case if the User’s Account was already funded and to request his/her Funds to be returned.


  • This Refund Policy concerns exclusively Transaction fees and Users’ Funds.
  • 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 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, 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 support address - [email protected]

To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by In such case, 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 request or in case of any doubts as to authenticity of provided documents, shall be entitled to decline the User’s Refund/Return request. shall process the User’s Refund Form/Return Form as soon as is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, shall notify the User on the outcome of the request in accordance with the timescales set out herein.

Refund/Return request will only be approved or declined after meticulous verification made by

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

2. Transactions involving Crypto Currency (i.e. BitCoin)

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

The reason for such policy is the fact that price of Crypto Currency changes constantly thus the value of purchased Crypto Currency on the moment of refund will be different. 


3. Transactions NOT involving Crypto Currency (i.e. BitCoin)

Refunds are possible during 30 days from the exchange operation. Paybis will charge customer the one time refund fee of 5% of the transacted amount plus any additional service fees incurred by sending customer via original payment method.

For example if customer have purchased Digital Currency via Money Gram money transfers and would like to get a refund he would have to send the purchased digital currency back in full amount of the refunded transaction, PayBis in return would send money back via Money Gram deducting the tranfer fee's, as result customer would get his original payment less 5% and less Money Gram transfer fees.

4. Transactions involving Gift Cards purchase from

Purchasing Gift Card from website, customer should redeem the balance right away after purchase, because transactions are non-refundable.

If the client is not able to redeem the card’s balance due to limitations of his account, might consider taking the card back, however if there is no balance on the card or balance is not full Paybis will not be able to refund the transaction.

Force majeure:
-   Paybis does not take liability for cases when the customer is not able to redeem gift card due to the fact that there is no balance or Gift Card code is invalid. At the moment of providing the customer with gift card code Paybis also provides a screenshot of gift card’s balance, ensuring that Gift Cards balance is checked at the moment of sending it to the customer. 
-    Paybis cannot be held liable for customer misusing the code or not ensuring safety of it over the internet, because any party having access to customer’s email or device is able to redeem the code without customer’s authorization.
- does not provide services to investigate how Gift Card was used, therefore will not be able to help investigating the problem.
-    It will be up to Paybis’ own discretion to decide if such cases are eligible for customer compensation based on the previous partnership between and the customer.

5. CHARGEBACKS expects the User to contact it using 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. 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. reserves the right to suspend User's account and lock 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 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 and in the case of any amendments, will make an appropriate announcement. The changes will apply after has given notice.

In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use 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.

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