Refund Policy

MiviM Exchange guarantees to any of its User his/her right for refund if MiviM Exchange does not send the crypto-currency to the user requested address.


  • This Refund Policy concerns exclusively Transaction fees and Users’ Funds.
  • MiviM Exchange undertakes to make its best efforts to assist the Users in case of any disputes related to refunds of purchased crypto-currencies
  • Refunds and Returns in excess of the original amount are prohibited


1. General Conditions

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

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

In order to apply for a Refund/Return, the User must request and complete a Refund Form/Return Form and send the respective form to the MiviM Exchange support address -

To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by MiviM Exchange. In such case, MiviM Exchange may request the User to provide certain documents, including, but not limited to, identification documents, copy of the User’s Payment Card and Invoice or/and any other prove of the fact that the disputed payment was made. In case the User fails to provide appropriate documents or information within three (3) days upon the MiviM Exchange request or in case of any doubts as to authenticity of the provided documents, MiviM Exchange shall be entitled to decline the User’s Refund/Return request.

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

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

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

2. Transactions involving a Cryptocurrency (i.e. Bitcoin)

Refunds are not possible for all transactions where the User is purchasing a Cryptocurrency. However, in case the User changed his mind and would like to return the purchased Cryptocurrency, Paybis would be able to buy it back based on the current market rate minus the service fee for the transaction. In other words, the User can exchange the purchased Cryptocurrency (i.e. Bitcoin) for any existing Digital Currency (i.e. Skrill) or Payment Method (i.e. Credit Card payment or Bank Transfer).

The reason for such policy is the fact that the Cryptocurrency price changes constantly, thus the value of the purchased Cryptocurrency at the moment of refund will be different.

3. Transactions that do NOT involve cryptocurrency (i.e. Skrill)

Refunds are only possible within 30 days from the moment of exchange. Any additional service fees incurred by Paybis as a result of the refund will be covered by the customer.

For example, payment systems like Skrill or Neteller charge Mivim Exchange for each incoming and outgoing transaction. Therefore, when issuing a refund for a Skrill transaction, Mivim Exchange will send the customer an amount equal to the original transaction amount, minus the service fees for that transaction.


MiviM Exchange expects the User to contact it using MiviM Exchange 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.

MiviM Exchange 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.

MiviM Exchange reserves the right to suspend the User's account and lock the 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 the Refund/Return.

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 MiviM Exchange.

In case the User does not wish to accept the revised Refund Policy, he/she should not continue to use MiviM Exchange 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 is to be bound by the new Refund Policy.