Refund Policy

1. Scope

This policy applies to payments for Tokeniser services and supplements the Terms of Service. It does not restrict mandatory consumer rights, including rights relating to defects, unauthorised transactions or delays.

2. Reasons for a request

Users may request a refund of unused paid value when they stop using the service, or request an investigation of duplicate payments, incorrect amounts, confirmed payments not credited, erroneous charges or improperly supplied services.

Access to an account or possession of an API key does not remove the right to submit a claim or obtain a refund under this policy and applicable law.

3. Calculation

Refunds are calculated in roubles from the original payments and remaining paid balance, taking account of services actually supplied. Credits are converted using the terms of the corresponding top-up; subsequent rate changes do not retroactively reduce the refund. The same service or amount is not deducted twice.

A confirmed technical error is corrected by restoring the balance or refunding money as appropriate to the circumstances and the user’s claim. Partially completed requests are assessed against the actual service, records and reported defect.

Cancellation does not itself incur a penalty. Other actual expenses may be considered only where legally permitted, attributable to the particular order and substantiated. Payment-provider fees are not automatically deducted in every case.

Unpaid promotional or bonus credits, if granted under separately disclosed terms, do not create a monetary refund entitlement. Treatment of free credits does not replace a refund of unused paid value.

4. Submitting a request

Contact account support or support@tokeniser.ru, preferably from the account email address. State the payment date and amount, transaction identifier if available, reason and requested remedy. A disputed API request’s date and identifier are helpful.

Do not send passwords, API keys, full card numbers, CVV/CVC or bank confirmation codes. Support may request minimal additional information needed to identify the payment and claimant.

Prompt reporting is recommended. Missing a recommended reporting period does not remove statutory rights.

5. Time and method

The claim will be reviewed and any refund due will be made no later than 10 calendar days after receipt, unless applicable law requires a shorter mandatory period. Requests for clarification will not be used to arbitrarily extend statutory time limits.

Refunds are made to the original payer, normally using the original payment method. If that method is technically unavailable, a permitted alternative is agreed with the payer following verification. Payments to unrelated third parties are not made on arbitrary instructions.

The time a transfer appears in the recipient account also depends on the bank or payment provider. Available evidence of a completed refund is supplied on request; payment infrastructure does not remove mandatory user rights.

6. Disputes and access

A refusal or partial refund is accompanied by an explanation and calculation. Users may provide further evidence and challenge the decision. Contacting support first is recommended for prompt investigation, but is not a prohibition on contacting a bank, payment system, public authority or court.

The refunded portion is removed from the service balance to prevent reuse. Account access may end following settlement on closure; refund records are retained as necessary for accounting and protection of rights.