• Banking Day : ( cf. Payment Policy).
  • Business Day : Every official working day of the week.
  • Chargeback : Return of the user’s money by his/her Issuing Bank due to the disputed and/or fraudulent transaction.
  • Eligibility Criteria : Set of requirements that must be met for Return or Refund.
  • Funding : ( cf. Payment Policy).
  • Return Form : Form to be filled by the User, who has requested any Funds to be returned.
  • Funds : ( cf. Payment Policy).
  • Issuing Bank : Bank issuing payment card to the User as Cardholder.
  • Refund original amount : Total amount excluding the transaction fee deducted from the amount of certain user’s transaction.
  • Refund Form : Form to be filled by the User, who has requested any refund.
  • Refund : Amount of Transaction fee paid by the User with regard to that particular transaction for which the refund has been initiated.
  • Return original amount : Total amount of the User’s Funds accumulated on his/her Account.
  • Return : User’s Funds being transferred to his/her Account.
  • Transaction Charges : 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.

General Conditions

The User who has paid a transaction fee, or has funded his account can request a Refund/Return in accordance with the Eligibility Criteria as further set out herein on ROLLCOIN.

User has to comply with the Eligibility Criteria in full. If the User fails to meet any of the Eligibility Criteria, ROLLCOIN shall have the right, in its sole discretion, to decline the request initiated for a Refund/Return.

User must request and complete a Refund/Return Form and send the respective form to the ROLLCOIN support address.

You can obtain the Refund/Return Form under request sent to

In order to prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by ROLLCOIN. In such case, ROLLCOIN may request the User to provide certain documents such as identification documents, copy of the User’s Payment Card and Invoice or/and any other prove of the fact that disputed payment was made. The User is supposed to provide appropriate documents or information within three (3) days, failing which, ROLLCOIN shall be entitled to decline the request for User's Refund/Return.

ROLLCOIN shall process the User's Refund Form/Return Form as soon as is reasonably practicable. Response times may vary depending on stated reasons for the request. In any case, ROLLCOIN shall notify the User on the outcome of the request in accordance with the timescales set out herein.

Refund/Return request will only be approved or declined after meticulous verification made by ROLLCOIN.

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

Refund Eligibility Criteria

  • Requests for Refund will be accepted where notice is received by ROLLCOIN no later than 2 business days after Transaction has been made.
  • Notice mentioned in para (i) above should be provided to ROLLCOIN by completing and submitting Refund Form.
  • Completed Refund Form should be sent to the ROLLCOIN electronic address with 'Refund Request’ in the subject line.

Return Eligibility Criteria

  • All requests for Refund should be provided to ROLLCOIN by completing Return Form.
  • Completed Return Form should be sent to the ROLLCOIN electronic address with 'Return Request' in the subject line.
  • Return is made via Bank transfer and after the User provides all details for such Bank transfer.

Processing Timeline

ROLLCOIN is responsible to contact the User to request further information and the User shall provide such information as soon as reasonably practicable within fifteen (15) Business Days as of the date of Refund From/Return Form receipt, but in any case no later than fourteen (14) days following such request.

ROLLCOIN shall notify the User by e-mail on its final decision regarding Refund/Return:

  • within fifteen (15) Business Days following the receipt of the last requested additional document or information;
  • 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 within twenty (20) Business Days from the date of notifying the User on the ROLLCOIN decision.

The User will have no Refund/Return:

  • When requested by ROLLCOIN to do so, the User fails to provide ROLLCOIN with information or/and document(s) within the terms set herein.
  • If ROLLCOIN finds 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: ROLLCOIN reserves the right to lock the User's Funds while Refund/Return investigation is in process, which means that the Funds could be inaccessible during such investigation.


ROLLCOIN expects the User to contact using ROLLCOIN contact details 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.

ROLLCOIN will investigate any Chargeback requests made by the User and in response will inform the User’s Issuing Bank whether any Service or Transaction has been cancelled.

ROLLCOIN reserves the right to suspend User's account and lock User's Funds during the chargeback investigation procedure.


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

This Refund Policy will be amended from time to time based on any change in the legislation. Terms and conditions of the Refund Policy are subject to change by ROLLCOIN and in the case of any amendments, ROLLCOIN will make an appropriate announcement. The changes will apply after ROLLCOIN has given notice.

In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use ROLLCOIN Services. 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.