Refund Policy


BLK TRADE s.r.o. (referred to as the “Company”, “We”) gives you the right to request a refund in accordance with the provisions of this Refund Policy. This Policy is only related to the Transaction fees and Users’ Funds.

We treat any refund with reasonable care and skill, and we make our best efforts to assist the Users in case of any disputes related to refunds of purchased virtual assets.


Business Day: means a day other than a Saturday, Sunday or a public holiday in Czech Republic when financial institutions in Czech Republic are open for business.

Company: means BLK TRADE s.r.o., a company incorporated under the laws of Czech Republic, having its business address at: Varšavská 715/36, Vinohrady, 120 00 Prague 2, Czech Republic. The Company provides services related to virtual assets.

Prohibited conduct: means fraud, money laundering, financing of terrorism and other criminal conduct.

Fraud: any act or omission, including a misrepresentation that knowingly or recklessly misleads, or attempts to mislead, a party to obtain a financial or other benefit or to avoid an obligation.

Criminal conduct: conduct, which constitutes an offence in any part of the world or would constitute an offence in any part of the world if it occurred there.

User: means a person or an entity that uses the Services, agrees to follow the Terms of Service and is a holder of an Account.

Fiat Currency: means the currency which the User sends to/receives from the Company that is legal tender that is issued by a central bank or equivalent public authority.

Cryptocurrency: means the currency which the User sends to/receives from the BLK TRADE that is not Fiat Currency.

Issuing Bank: means the bank that has issued payment card to the User as Cardholder.

Refund Eligibility Criteria: means the set of requirements that must be met by the User for sending the Refund request.

All other terms and definitions in this Refund Policy are used in the same meaning as under the Terms of Services.


 Any User who has paid for the Services, i.e. paid a transaction fee, or has funded his/her account (wallet) may request a refund in accordance with the conditions set out herein.

 In order to apply for a refund, the User must send the Refund request to the Company’s support e-mail: Submission of Refund request does not guarantee that the User’s request will be satisfied.

The Company will consider a Refund in the case where the User complies with the Refund Eligibility Criteria in full.

The Company has the right to reject a refund, when the User fails to meet any of the Refund Eligibility Criteria.

All transactions/operations and information related to refund may be verified by the Company to prevent Prohibited Conduct.

The Company may request the User to provide certain documents and information, including, but not limited to, identification documents, copy of the User’s Payment Card and Invoice or/and any other proof (evidence) of the fact that disputed payment was made.

if the User fails to provide appropriate documents and information within three (3) days upon the Company’s request and/or in case of any doubts as to authenticity of provided documents, the Company shall be entitled to decline the User’s Refund request.

if the Company is unable to complete the User’s Cryptocurrency Purchase order, the Company will let the User know and, if possible, the reasons for the refusal and an explanation of how to correct any factual errors. However, the Company will not notify the User if such notification would be unlawful/illegal. The Company will refund the User’s Fiat Currency payment to the payment account from which the User sent it, as long as the Company is permitted to do so under applicable laws.

if at any time any Third-Party Services cease to make their programs available to the Company on reasonable terms, the Company may cease to provide such features to the User without entitling the User to refund, credit, or other compensation.


The Company shall contact the User to request further documents and information within four Business Days of the date of Refund request receipt, and the User shall provide such documents and information as soon as reasonably practicable but no later than four business days following such request, unless otherwise specified in this Refund Policy.

The Company shall notify the User by e-mail on its final decision regarding Refund.

If the Company agrees that the User is entitled to a refund, the Company will process the refund as soon as it is reasonably practicable.

The User understands that depending on the User’s bank, the refund can take up to 10 (ten) business days or even longer. In case if the User still have not received its funds back, the User should send the Company a request to If the User wishes to expedite this process, the User shall contact the bank, as the Company cannot accelerate the process.

The User will have no refund when:

  • requested by the Company to do so, the User fails to provide the Company with information or/and document(s) within the terms set herein; and/or
  • If the Company suspects that the User has, or is, engaged in, or have in any way been involved in, fraudulent or any illegal activity, including Prohibited Conduct;

The Company reserves the right to lock the User’s Funds while Refund investigation is in process, which means that the Funds could be inaccessible during such investigation.

The Company at its sole discretion reserves the right to proportionally extend the Refund investigation time, if the User provides the documents and information requested by the Company with an (unjustified) delay.


 All the transactions on the blockchain are final and irreversible. There are no chargebacks associated with cryptoprocessing.

The User shall contact first the Company to resolve any problem or issue related to his/her payments/transaction before the User makes any Chargeback request.

The Company will investigate any Chargeback requests made by the User.

The Company reserves the right to suspend User’s account and lock User’s Funds during the chargeback investigation procedure.

If the User selected a Payment Method which gives the User chargeback rights (for example in relation to the User’s credit card, the User may ask his/her card provider to reverse a transaction on his/her card), the User acknowledges and undertakes that he/she will only exercise this chargeback right if:

  • The Company have breached the Terms of Service; and/or;
  • There was an unauthorised use of the User’s payment instrument.

If the Company needs to investigate or take any actions in connection with a chargeback raised by the User, the Company may charge you for our costs in doing so.


 The Company reserves the right to make changes to the Policy. In the case of any amendments, the Company will give users reasonable notice, and any changes will apply after the Company has given notice.

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

In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use the Company’s Services. If the User continues to use the Services after the changes becomes effective, that means he/her accepts such changes and he/she is bound by them.