Refund Policy

Arizona (ver.1.0)

Many businesses allow returns if customers change their minds or receive unwanted items as gifts. While this is considered “best business practices” for many businesses, in most instances businesses are not legally required to accept returns. Rather, they are required to accept returns only if the sold good is defective or if they otherwise break the sales contract. The purchase and sale transactions involving virtual currency are irreversible.

GetCoins strives to ensure that customer’s rights are protected and follows all related legislation and regulatory requirements for the states in which it operates.

New Customers (i.e. those who have been a customer for less than 10 days), who are victims of fraud can receive a full refund if they report the incident to GetCoins and report the incident to law enforcement/Attorney General within 30 days.

In all other cases, (i.e. where a customer has been a customer for more than 10 days) GetCoins provides refunds in, without limitation, the following instances:

  1. When a customer has been scammed, and the virtual currency purchased has not been delivered to the scammer.

  2. When a customer has:

    • (a) cancelled a transaction before it has been completed; or
    • (b) had their digital wallet blacklisted; and, the virtual currency purchased has not been delivered.

  3. When a customer is unwilling or unable to provide required identity information, source of funds information or identity verification, sufficient to allow completion of the transaction.

  4. When (and subject to “Fees” and “Other Fees/Charges”, as described below), after thirty (30) days from the date of the transaction, a customer has not provided required identity information, source of funds information or identity verification, sufficient to allow completion of the transaction.

IMPORTANT

ALL REFUNDS FOR TRANSACTIONS ARE SUBJECT TO (a) AN ADMINISTRATIVE OR OTHER FEE(S)/CHARGE(S), AND, (b) THE GETCOINS CONVERSION SERVICE PROVISIONS (AS DESCRIBED IN THE GETCOINS TERMS OF SERVICE) AND ARE MADE IN BITCOIN AND DELIVERED TO A WALLET ADDRESS THE CUSTOMER PROVIDES, AND WHICH IS DEEMED ACCEPTABLE BY GETCOINS. ADDITIONALLY, IF A CUSTOMER FAILS OR REFUSES TO PROVIDE INFORMATION REQUIRED BY LAW OR REGULATION, OR REQUIRED BY GETCOINS TO ESTABLISH WHO THE CUSTOMER IS OR WHAT THE CUSTOMER’S SOURCE OF FUNDS ARE, THE CUSTOMER WILL NOT BE ALLOWED TO COMPLETE THE TRANSACTION - EVEN IF THE CUSTOMER HAS ALREADY PROVIDED PAYMENT. INSTEAD, THE CUSTOMER WILL BE DEEMED to be an “UNCOOPERATIVE customer” (i.e. the Customers fails or refuses to provide required information and/or documents) AND THE TRANSACTION WILL BE SUSPENDED UNTIL THE CUSTOMER PROVIDES THE REQUIRED INFORMATION OR DOCUMENTATION. ALL SUCH suspended TRANSACTIONS INVOLVING UNCOOPERATIVE CUSTOMERS WILL BE SUBJECT TO “FEES” AND “OTHER FEES /CHARGES” AS DESCRIBED IN MORE DETAIL, BELOW. because a new york resident is advised that they cannot do transactions with getcoins, if the nonetheless proceed with a transaction, they will be treated as an “uncooperative” customer.

In cases where there is not enough information (i.e. a wallet address) to provide a refund, it is the customer’s obligation to contact GetCoins and provide a wallet address. (See “Other Fees/Charges”, below)

Required Procedure - Customer Action Required

1. A refund Acknowledgement, Waiver and Hold Harmless Agreement must be hand-signed;

2. The wallet address must be handwritten by the customer; and

3. The Customer must provide a “selfie” with (1) the Customer’s face and (2) Customer’s government-issued photo ID.

Without these 3 items we cannot approve a refund

Fees:

All cases where a New Customer is not involved, refunds will:

  • Have Administrative Fees deducted prior to delivery of the refund in Bitcoin. No exceptions. The Administrative Fee is comprised of a System Fee + a Compliance Fee (if appropriate).
  • Be assessed a System Fee equal to the blockchain fees, plus costs associated with the collection of money and bank fees; these are “pass-through” fees, not GetCoins fees; there is no markup or profit for GetCoins. This fee is ten percent (10%) of the transaction amount.

All refunds where a New Customer is not involved and a Customer is “Uncooperative” will be assessed:

  1. A System Fee; plus,
  2. A Compliance Fee, equal to ten percent (10%) of the transaction amount.

Customers are deemed to be “Uncooperative” when:

  • Customers fail or refuse to provide requested KYC information and/or documents; and/or
  • Customers are from jurisdictions where we have no operations (e.g., New York Residents).

Other Fees/Charges where a New Customer is not involved:

(1) For those Customers that do not provide required identity information or verification, sufficient to allow completion of the transaction, and, GetCoins is unable to provide a refund because we do not have the right information, or any information, or a lack of sufficient information to mail a check or ACH, there is a monthly charge of the greater of 10% or $75 per month until there is a $0 balance or the customer provides the needed information to receive a check in the mail.

(2) For those “Uncooperative” Customers (i.e. Customers that fail or refuse to provide required information and/or documents), there is a monthly charge of the greater of 10% or $75 per month until there is a $0 balance or until the “Uncooperative” Customer provides the needed information and/or documentation required to complete the transaction.

Wallet Address Provided by Customer: Depending on the circumstances the Customer may be asked to obtain and provide a different wallet address from the one used to conduct the transaction. It is the customer’s obligation to GetCoins with an acceptable wallet address.

Time it takes to get a refund: The purchase and sale of virtual currency is unique and there are a variety of matters to consider. Accordingly, GetCoins will strive to provide refunds (if warranted and sufficient information exists) as soon as possible, consistent with this Policy.

With few exceptions, refunds are to be done in Bitcoin, within 30 days, to the extent possible, except for cases involving “Uncooperative” Customers (i.e. Customers that fail or refuse to provide required information and/or documents), which will be placed on a low priority, and may take as long as 180 days from the date the delayed and required information and/or documents were provided to GetCoins.