Refund Policy
At onegog.io, operated by Summa GmbH, we aim to provide a reliable and transparent crypto exchange experience. However, we understand that certain exceptional circumstances may require a refund.
This Refund Policy explains when a refund may be issued, how to request one, and how we process such requests.
1) Eligibility for Refunds
You may be eligible for a refund if:
Unauthorized activity: A transaction was executed on your Account without your authorization.
Platform error: A technical failure or error in our systems resulted in an incorrect transaction or duplicate charge.
Refunds are not available if:
- You voluntarily initiated the transaction and later changed your mind.
- You provided incorrect wallet addresses, bank details, or other payment information.
- The request is due to cryptocurrency price fluctuations or market volatility.
- The request is submitted after the deadline set out in Section 2.
- The transaction violated our Terms of Use or applicable laws.
2) Timeframe for Refund Requests
Refund requests must be submitted within 30 calendar days from the date of the disputed transaction.
Requests submitted after 30 days will not be reviewed, except where required by applicable law.
3) Refund Request Process
To request a refund, contact our Customer Support at guidance@onegog.io with the subject line “Refund Request”.
Include the following details:
- Your Account username and registered email.
- Transaction details (transaction ID, wallet address, date, and amount).
- A clear explanation of the issue and the reason for requesting a refund.
- Any supporting documentation (e.g., payment proof, screenshots).
If approved, the refund will be processed within 3 business days using the original payment method, where possible. If this is not feasible, we will process the refund to a verified wallet address or bank account provided by you.
For unauthorized transactions, we may require identity verification and/or additional documentation to investigate.
4) Refund Decisions
- All refund requests are assessed case by case and are subject to approval by our compliance and support teams.
- We may deny refund requests if the eligibility criteria are not met, the request appears fraudulent, or if required to comply with anti-money laundering (AML) or counter-terrorist financing (CTF) obligations.
- Our decision regarding refunds is final and binding, unless otherwise required by applicable law.
5) Processing Fees & Exchange Rates
Approved refunds may be subject to network fees (e.g., blockchain transaction costs) and, if applicable, administrative processing fees.
Where a refund involves cryptocurrency, the amount returned will be calculated at the exchange rate at the time of the original transaction, not at the time of the refund.
6) Changes to This Policy
We may modify this Refund Policy at any time to reflect changes in our practices or legal requirements. The most up-to-date version will always be available on onegog.io. Continued use of our Services after updates means you accept the revised policy.
7) Contact
For any refund-related questions or to submit a request:
Summa GmbH
c/o Sielva Management SA, Gubelstrasse 11
6300 Zug, Switzerland
Email: guidance@onegog.io
