Refund Policy

Updated 15.03.2021 (hereinafter “we”, or “BW LAB”) (registry code 14674618), private limited company incorporated under the law of Republic of Estonia, with a registered office at F. R. Kreutzwaldi tn 24 // Tartu mnt 43, Tallinn, Harju maakond, 10128, Estonia, has created this Refund Policy in order to prevent disagreements and misunderstandings our Users ( also referred as “you”, or “user”) and informs that all confirmed exchanges, buys, sells, deposits and withdrawals of fiat and virtual currency via (hereinafter “Website”)or any other BW LAB Products are final, and we do not accept any returns or provide refunds for Users, except as otherwise provided in Refund Policy.

By using and/or otherwise accessing the Services or any other Products provided by BW LAB on the following website: you confirm that you have read, understood, accept and agree to follow Refund Policy.


1.1.  This Refund Policy concerns exclusively a User’s deposited funds, and it does not refer to any refunds for send, sale or exchange transactions that were processed as BW LAB services. Refunds in excess of the original transaction amount are prohibited for any payment method.

1.2.  The User acknowledges the finality of all purchases, sales or exchanges of cryptocurrency, whether they are completed or pending. Virtual currencies are digital assets, transactions (either completed or pending) of which are irreversible, non-refundable and cannot be changed once submitted by nature of the cryptocurrency and blockchain technology itself.

1.3.  In accordance with this Refund Policy, a refund to the User is allowed only when funds were not credited to the User’s cryptocurrency wallet after completion of a purchase transaction processing due to technical reasons or as a result of an error. In such cases, if the refund request is deemed to be justified and approved by BW LAB, the funds will be refunded back to the User through the same payment method and to the same digital wallet, credit/debit card or bank account from which the funds were originally received.

1.4.  BW LAB neither bears any responsibility, provides any refunds, nor covers any losses caused by inappropriate or unauthorised use of the Services or any other Products.


2.1.  In order to apply for a refund where a technical error has been identified, the User must complete the respective refund form. You can obtain the Refund Form under request sent to [email protected]

2.2.  If a User does not provide the necessary details with the request, including the description and justification for the refund, or if the User has already used all or part of the purchased cryptocurrency assets, BW LAB has the right to decline such refund request without further consideration.

2.3.  To comply with the applicable Anti-Money Laundering (AML) and Counter Terrorist Financing (CTF) rules and regulations or any other regulations, and to prevent prohibited conduct, all payments and information related to the refund may be verified by BW LAB. In such a case, BW LAB, at its sole discretion, may request from you to provide certain documents and information, including but not limited to identification documents, copy of your credit card or bank details and/or any other proof required to affect the refund. In case you fail to provide appropriate documents or information, or in case of any doubts as to the authenticity of provided documents and information, BW LAB shall be entitled to cease the refund procedure until you take appropriate measures, as requested.

2.4.  The User acknowledges and agrees, that the submission of a refund request does not guarantee that the User’s request will be approved. Moreover, we reserve the right to cancel your order without any refund, or decline any refund request, if it suspects that you have or are engaged in, or have in any way been involved in, fraudulent or illegal activity.


3.1.  BW LAB shall notify the User of its final decision regarding refund within seven (7) business days following the receipt of all requested documents or information, or within fourteen (14) business days following the receipt and reviewing of refund request if no further information or document is required.

3.2.  Refunds will be processed without undue delay, and in any event within seven (7) days after BW LAB approved a refund. Refund transactions can take up to ten (10) business days, excluding time needed for funds transfer from the bank or payment provider to your account.


4.1.  BW LAB expects the User to contact via email: [email protected] 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.

4.2.  BW LAB reserves the right to suspend User’s account and lock User’s Funds during the chargeback investigation procedure.


5.1.  Any charges, which arise upon processing in accordance with this Refund Policy, shall be borne solely by the User. Such charges will be deducted from the final amount of Refund.

5.2.  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 BW LAB and in the case of any amendments, BW LAB will make an appropriate announcement and inform when changes will take effect.

5.3.  In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use BW LAB Website, Services or any other Products. 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.