Refund Policy

1. Important Notice: Blockchain Transactions Are Irreversible

Cryptocurrency transactions cannot be reversed once confirmed on the blockchain. This is a fundamental characteristic of blockchain technology.

Key Points:

Once cryptocurrency is sent to a wallet address, the transaction is permanent
Users are solely responsible for verifying wallet addresses and network compatibility before confirming transactions
PLATOV acts as an intermediary and does not control funds after they are sent to external wallets

2. When Refunds Are Available

Refunds may be issued in the following situations:

2.1. Platform Technical Errors

If PLATOV receives your funds but fails to deliver the exchanged cryptocurrency due to a technical error on our platform:

Eligibility: Full refund available
Reporting deadline: Within 48 hours of failed transaction
Processing time: 3-5 business days after verification

2.2. Duplicate Transactions

If you were charged twice due to a platform error:

Eligibility: Full refund of duplicate charge
Reporting deadline: Within 7 days
Processing time: 3-5 business days after verification

2.3. Incorrect Exchange Rate

If a system error (not market volatility) applied an incorrect rate:

Eligibility: Refund of the difference if discrepancy exceeds 3%
Reporting deadline: Within 24 hours of transaction
Requirements: Screenshots of quoted vs. applied rate
Processing time: 5-7 business days after investigation

2.4. Transaction Cancelled Before Execution

If your transaction is cancelled before execution due to AML/KYC issues initiated by PLATOV:

Eligibility: Full refund minus blockchain network fees already incurred
Reporting deadline: Within 14 days
Processing time: 3-7 business days

Note: Not applicable if user provided false information

3. When Refunds Are NOT Available

The following situations are not eligible for refunds:

User Errors:

Incorrect wallet address provided
Wrong blockchain network selected (e.g., ERC-20 vs TRC-20)
Typos in recipient address

Market-Related:

Exchange rate fluctuations during normal processing time (10-30 minutes)
Price changes due to market volatility

Network Issues:

Blockchain network congestion or delays
Insufficient gas fees (user responsibility)

Third-Party Issues:

Wallet provider problems
Payment processor delays beyond PLATOV's control
Bank transfer delays or rejections

Compliance Holds:

Funds frozen due to AML/KYC requirements
Transactions blocked by law enforcement
Accounts suspended for Terms of Service violations

Completed Transactions:

Successfully completed exchanges according to quoted terms
Cryptocurrency delivered to correct wallet address
Rate within ±3% tolerance

4. How to Request a Refund

If you believe you qualify for a refund:

Step 1: Contact Support

Email: support@platov.cc (Subject: "Refund Request")
Telegram: Official Telegram Bot

Step 2: Provide Information

Include:

Transaction ID
Date and time of transaction
Description of the issue
Supporting evidence (screenshots, blockchain hashes, error messages)

Step 3: Wait for Investigation

Acknowledgment: Within 24 hours
Investigation: 3-7 business days (up to 14 days for complex cases)
Decision notification via email

Step 4: Refund Processing (if approved)

Refunds are processed via:

Cryptocurrency: 1-3 business days (to original wallet)
Bank transfer: 3-7 business days
Card refunds: 5-10 business days
Platform credit: Immediate (optional)

Note: Network fees and payment processing fees already incurred will be deducted from refunds.

5. Transaction Cancellation

Before Execution

You may cancel a transaction before execution by contacting support immediately.

Status must be: "Pending" or "Processing"
No guarantee if transaction entered execution phase
Cancellation fee: None or minimal processing fee (will be communicated)

After Execution

Once cryptocurrency is sent to the blockchain, cancellation is impossible. You would need to initiate a new exchange in the opposite direction at current market rates.

6. Chargeback Warning

IMPORTANT: Initiating a chargeback with your bank or payment provider without first contacting PLATOV may result in:

Immediate account suspension
Reporting to fraud prevention networks
Legal action for payment recovery

Proper Process:

Contact PLATOV support first
Follow the refund request process (Section 4)
Allow time for investigation
Only initiate chargebacks if dispute resolution fails and you have exhausted all options

Fraudulent chargeback attempts will be reported to relevant authorities.

7. Refund Limitations

Time Limits:

Technical errors: Within 48 hours
Duplicate charges: Within 7 days
Rate discrepancies: Within 24 hours
Other issues: Within 14 days

Late requests may be denied unless exceptional circumstances are documented.

Large Transactions:

Transactions exceeding $50,000 USD equivalent may require:

Additional verification
Extended investigation (up to 30 days)
Phased refund processing

Deductions:

Refunds are subject to deductions for:

Blockchain network fees already paid
Payment processing fees incurred
Currency conversion fees (if applicable)

All deductions will be clearly communicated before processing.

8. Dispute Resolution

If you disagree with a refund decision:

Step 1: Internal Escalation

Reply to decision email with "Request Escalation"
Provide additional evidence
Senior manager review within 5-7 business days

Step 2: Mediation (Optional)

Both parties must agree
Costs may be shared
Non-binding unless agreed otherwise

Step 3: Arbitration

Binding arbitration per Terms of Service
Conducted in [Jurisdiction]
Final and binding decision

Step 4: Regulatory Complaint

You may also lodge complaints with:

Nigeria: Securities and Exchange Commission (SEC)
Kenya: Capital Markets Authority (CMA)
South Africa: Financial Sector Conduct Authority (FSCA)
Other jurisdictions: Local financial regulator

9. Your Responsibilities

To ensure smooth transactions and refunds:

Before Transaction:

Verify wallet addresses and network compatibility
Complete KYC/AML verification if required
Read Terms of Service and Refund Policy

During Transaction:

Provide accurate information
Monitor transaction status
Keep confirmations and receipts

After Transaction:

Verify cryptocurrency receipt in your wallet
Check blockchain confirmations
Report issues within specified timeframes
Provide truthful information in refund requests

Failure to meet these responsibilities may result in denial of refund requests.

10. Fees and Charges

Service Fees:

Displayed before transaction confirmation
Non-refundable for successfully completed transactions
May be refunded only in cases of platform technical errors

Network Fees:

Determined by blockchain networks, not PLATOV
Non-refundable (paid to miners/validators)
Deducted from refund amounts where applicable

Payment Processing Fees:

Third-party fees for fiat transactions
Disclosed at time of transaction
May be deducted from refunds if already incurred

11. Force Majeure and Exceptional Circumstances

In cases of force majeure (natural disasters, government actions, severe network attacks, etc.) or platform maintenance that prevents transaction completion:

Transactions may be automatically cancelled and refunded
Or completed after the event at originally quoted rate (if possible)
Users will be notified of delays or cancellations via email

Refunds in such situations are processed case-by-case and may be subject to delays.

12. Policy Updates

We may modify this Refund Policy at any time by:

Posting updates on our website
Sending email notifications for material changes
Updating the "Last Updated" date

Changes become effective 7 days after publication. Continued use of services constitutes acceptance.

Refund requests submitted before a policy change will be processed under the version in effect at the time of the original transaction.

13. Contact Information

For refund requests or questions:

Email: support@platov.cc (24/7, responses within 24 hours)
Telegram: Open chat (Official Telegram Bot)

Security Notice: We will never ask for passwords, private keys, or seed phrases. Only use official contact methods from our website.