Simple Europe UAB, a legal entity, duly incorporated in Lithuania under the company number 305959834, having its registered office at Kauno str. 32B-48, LT-03202, Vilnius, Lithuania, together with its affiliated companies (hereinafter collectively referred to as “Simple”, “we” and/or “us”) 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 Simple Website (hereinafter referred to as the “Website”) and/or its mobile app are final, and we do not accept any returns or provide refunds for Users, except as otherwise provided in this Refund Policy or as explicitly permitted under our Terms & Conditions in specific circumstances such as (but not limited to) Prohibited Conduct as defined therein.
By using and/or otherwise accessing the Services or any other Products provided by Simple on the following Website and/or its mobile app: you confirm that you have read, understood, accept and agree to follow the 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 Simple 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 virtual currency, whether they are completed or pending. Virtual currencies are digital assets, transactions (either completed or pending) which are irreversible, non-refundable and cannot be changed once submitted by the 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 Simple, 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. Simple 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 the 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 virtual currency assets, Simple 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 Simple. In such a case, Simple, at its sole discretion, may request that you to provide certain documents and information, including but not limited to identification documents, a 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 the provided documents and information, Simple 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. Simple 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 the 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 Simple approves 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. Simple 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, that the User may have against the bank/financial institution.
4.2. Simple will investigate any Chargeback requests made by the User and reserves the right to suspend the User’s account and lock the User’s Funds during the chargeback investigation procedure.
4.3. Your use of the debit card funding method must comply with any instructions presented to you on the Simple.app. Your debit card payments may be delayed or rejected. Delay may occur from, among other things, payment processing timing issues; your debit card company, a third-party processor or Simple may reject your debit card payment. It is your responsibility to monitor your Account in respect of debit card funding.
4.4. Simple will not be liable to you for any losses, fees or charges in connection with the use of the debit card funding method. Funding by card is, in addition to the terms set forth herein, subject to any applicable terms set forth in your card agreement, which may include fees charged by your credit card in conjunction with such funding.
4.5. You are liable for any credited amounts in case of a chargeback. If payment is not possible (e.g., your debit card company declines or rejects the payment), or a chargeback occurs, you will bear any resulting costs (including the original chargeback amount).
4.6. Any chargeback resulting from the use of your Account or Simple Services may result in an immediate suspension and/or restriction of your Account and Simple Services. You may be required to reimburse us for the full value of the chargeback, including any amounts that are owing to us including any applicable fees.
4.7. You are liable for any credited amounts in case of a chargeback, and you authorise and grant Simple the right to deduct costs and fees directly from any assets in your Account without prior notice.
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 the 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 Simple and in the case of any amendments, Simple will make an appropriate announcement and inform when changes will take effect.
5.3. In case the User does not wish to accept the revised Refund Policy, he/she should not continue to use Simple Website and/or its mobile app, 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.
Last update of this Refund Policy: May 09, 2025
