Refund and cancellation policy


1.1 TorsaEst Group OU, Reg Number 14716802, a company incorporated under the laws of Estonia using the website (hereinafter referred to as Wisenex) guarantees to any its User his/her right for refund, in case if such User is eligible according to the Refund Eligibility Criteria.

1.2 All other transactions which do not fall into the scope of the Refund Eligibility Criteria are final and irrevocable due to the nature of digital assets.

1.3 In any case Wisenex will not be held responsible for the errors of the User, including but is not limited to, errors in entering trade prices, errors in requested withdrawal addresses, errors in deposit transactions.

1.4 Refunds in excess of the original amount are prohibited. Every Refund is treated by Wisenex with reasonable care and skill.

1.5 The right of cancellation applies only to private customers and shall not apply for companies.

1.6 Once the User initiates a transaction with a digital asset, Wisenex fixes the exchange rate and processes the transaction, so the User cannot cancel it at any time. The transaction may only be offset at Wisenex’s current asking price.


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

2.2. Refund Eligibility Criteria : means the set of requirements that must be met for Refund

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

2.4. Refund Form : means Wisenex’s form to be completed by the User, who has requested the Refund.

2.5.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.


3.1.The User who has paid for the Wisenex Services, i.e. paid a transaction fee, or has funded his account may request a Refund in accordance with the Refund Eligibility Criteria as further set out herein.

3.2.Refund will only be considered where the User complies with the Refund Eligibility Criteria in full. Where the User fails to meet any of the Refund Eligibility Criteria, Wisenex shall have the right, in its sole discretion, to decline the User’s request for a Refund.

3.3.In order to apply for a Refund, the User must request and complete a Refund Form and send the respective form to the Wisenex support address. You can obtain the Refund Form under request sent to

3.4.To prevent suspicious actions, all payments and information related to Refund may be verified by Wisenex. In such case, Wisenex may request the User to provide certain documents, including, but not limited to:

  • Identification documents;
  • A copy of the User’s Payment Card;
  • A copy of the Invoice or/and any other prove of the fact that disputed payment was made.

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

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

3.7.Refund request will only be approved or declined after meticulous verification made by Wisenex.

3.8.Submission of Refund Form does not guarantee that the User’s request will be satisfied.

3.9.The price of the Crypto Currency changes constantly thus the value of purchased Crypto Currency on the moment of Refund will be different.

3.10 The Wisenex fee for the transaction in the amount of 10 (Ten) percent is not refundable. It will be deducted from the total sum of the Refund.


4.1. The refunds are considered in the following cases:

4.1.1 serious payment delays;

4.1.2 abnormal rate fluctuations;

4.1.3 any guilty actions of third parties. Herewith, Wisenex may ask you to confirm or cancel the transaction if the exchange rate has changed significantly when the abovementioned force majeure took place.

4.2. All requests for Refund will only be accepted where notice is received by Wisenex no later three (3) working days after made Transaction.

4.3. Notice mentioned in para 4.2 above should be provided to Wisenex by completing Refund Form.

4.4. Completed Refund Form should be sent to the Wisenex electronic address with ' Refund Request’ in the subject line.

4.5. Wisenex provides the Refund using the same means of payment as the User used to pay, unless the User expressly agrees otherwise.


5.1.Within fifteen (15) Business Days as of the date of Refund From receipt, Wisenex shall contact the User to request further information (if required) and the User shall provide such information as soon as reasonably practicable but in an case no later than fourteen (14) days following such request.

5.2.Wisenex shall notify the User by e-mail on its final decision regarding Refund:

  • 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/ if no further information or document is requested .

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

5.4.If the User has not received a refund in the due time, he/she should first rescan the blockchain and check his/her wallet again. If the actions have been performed and the refund has not been yet received, the User is advised to contact Wisenex at support .

5.5.The User will have no Refund:

5.5.1 When requested by Wisenex to do so, the User fails to provide Wisenex with information or/and document(s) within the terms set herein.

5.5.2 If Wisenex suspects that the User has, or is, engaged in, or have in any way been involved in, fraudulent or illegal activity, including Suspicious Activity.

5.5.3 There is no ground for Refund.

5.6.Wisenex 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.


6.1. Wisenex expects the User to contact it using Wisenex 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.

6.2.Wisenex 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.

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


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

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

7.3.In case if the User does not wish to accept the revised Refund and Cancellation Policy, he/she should not continue to use Wisenex 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 and Cancellation Policy.