Refund and return policy


BELPAY Exchange guarantees to our users the right to refund, in such cases if a user is not satisfied with the quality of the provided services. Furthermore, BELPAY Exchange declares that its user has the right to change his/her mind in case if the User’s Account was already funded and to request his / her funds to be returned.

BELPAY Exchange treated every Refund and Return with great care and skill.


  •  Return Policy concerns exclusively Transaction fees and Users’ Funds.
  •  This policy does not cover any transactions between the User related to purchase-sale of crypto-currencies, as well as GHS.
  •  We, BELPAY Exchange assist our Users in case of any disputes related to refunds of purchased crypto-currencies and GHS in the best possible way.
  •  Refunds and Returns in excess of the original amount are prohibited.


1.    Banking Day : ( cf. Payment Policy).

2.    Business Day : means every official working day in the United States.

3.    Chargeback : means return of our User’s money by his/her Issuing Bank due to the disputed and/or fraudulent transaction.

4.    Eligibility Criteria : means the set of requirements for Refund or Return.

5.    Funding : ( cf. Payment Policy).

6.    Return Form : means the BELPAY Exchange’s form to be completed by the User, who has requested Funds to be returned.

7.    Funds : ( cf. Payment Policy).

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

9.    Refund original amount : means the precise amount of Transaction fee deducted from the amount of certain User’s Transaction.

10.  Refund Form : means BELPAY Exchange's form to be completed by the User, who has requested the Refund.

11.  Refund : means giving back the amount of Transaction fee paid by the User with regard to certain Transaction.

12.  Return original amount : means the precise amount of the User’s Funds accumulated on his/her Account.

13.  Return : means giving back the User’s Funds transferred to Account.

14.  Transaction Charges : means any fee charged by a bank/financial institution upon processing a valid refund request.

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


Every User who has paid for the BELPAY Exchange services i.e. paid a processing fee may request a Refund as the eligibility criteria as further set out herein.

Refund/Return of funds will only be considered where the User complies with the eligibility criteria in full We BELPAY Exchange shall have the right, in its sole discretion , to decline or cancel a request of Refund / Return if User fails to meet out the eligibility criteria.

There is a Return/Refund form, which is must to complete and send the form to the BELPAY Exchange’s support address. A Refund applicant can obtain the Refund/Return form under request sent to

To prevent Prohibited Conduct, all information and payments related to Refund/Return may be verified by BELPAY Exchange. In such case, BELPAY Exchange may request the applicant to submit certain documents, including, but not limited to, identification documents, copy of the applicant invoice and payment card or/and any other prove of the fact that disputed payment was made. In case the applicant fails to submit appropriate requested documents or information within three days upon the BELPAY Exchange request or in case of any doubts related to authenticity of documents, BELPAY Exchange shall have the right to decline the Applicant/User Refund request.

As soon as the submitted documents are verified, BELPAY Exchange shall process the Refund/Return form. Response times will vary depending on the reason for request. 

NOTE: Submission of Refund Form/Return Form does not guarantee that the User’s request will be satisfied.


(i) All requests for Refund will only be accepted where notice/request is received by BELPAY Exchange no later than forty-eight (48) hours after made Transaction.

(ii) Notice/request mentioned in para (i) above should be provided to BELPAY Exchange by completing Refund Form.

(iii) Completed Refund Form should be sent to the BELPAY Exchange electronic address with ' Refund Request’ in the subject line.


(i) All requests for Refund should be provided to BELPAY Exchange by completing Return Form.

(ii) Completed Return Form should be sent to the BELPAY Exchange electronic address with 'Return Request’ in the subject line.

(iii) BELPAY Exchange provides the Refund/Return using the same means of payment as the User used to pay, unless the User expressly agrees otherwise.


As the date of receipt of Refund/Return Form, BELPAY Exchange shall process the request within fifteen business days. BELPAY Exchange shall contact the Applicant/ User for further information ( if required) and the User/Applicant shall provided such information as soon as possible but in any case no later than fourteen days of following such request.

BELPAY Exchange shall notify its final decision on Refund/Return to its User by email.

  • within fifteen (15) Business Days following the receipt of the last requested additional information or document
  • within twenty (20) Business Days following the receipt of Refund Form/Return Form if no further information or document is requested.

Refund/Return will be processed without undue delay, and in any event within fourteen (14) days beginning with the day on which the BELPAY Exchange agrees that the User is entitled to a Refund/Return.

The User will have no Refund/Return:

  • When requested by BELPAY Exchange to do so, the User fails to provide BELPAY Exchange with information or/and document(s) within the terms set herein.
  • If BELPAY Exchange suspects that the User has, or is, engaged in, or have in any way been involved in, fraudulent or illegal activity, including Prohibited Conduct.
  • There is no ground for Refund/Return.

NOTE: BELPAY Exchange reserves the right to lock the User’s Funds while Refund/Return investigation is in process, which means that the Funds could not be accessible during such investigation.


BELPAY Exchange expects the User to contact BELPAY Exchange to resolve any problem related to his/her payment before making any chargeback request. This Section does not affect any rights and/or claims, which the User may have against the financial institution/bank.

BELPAY Exchange will look into the chargeback requests made the User and will inform the User’s Issuing back whether any Transaction or service has been cancelled.


Any changes occurred upon processing the Refund/Return, shall be borne solely by the User and such charges will be deducted from the final Refund/Return payment.

This policy will be amended from time to time if there is any change in the legislation. Terms and conditions of the Refund/Return policy are subject to change by BELPAY Exchange. BELPAY Exchange will make official announcement in case of any amendments and these changes will come into action after BELPAY Exchange has given official notice.

Every User, use the services of BELPAY Exchange to be bound to New Refund/Return policy. If the User does not accept the revised Refund/Return Policy, he/she should not continue to use BELPAY Exchange services.