Refund & Cancellation
Refund and Cancellation Policy
1. REFUND
This policy shall govern Your use of service provided by Netinnovate Sp Z.o.o (hereinafter referred to as Netinnovate) which company was incorporated in Poland on 10.09.2024, with its registered office at "POLSKA 00-389 WARSZAWA JULIANA SMULIKOWSKIEGO 4A /45A" and listed in the register of virtual asset service providers, maintained by the Director of the Fiscal Administration Chamber in Katowice, under number 0001125917.
Netinnovate Sp Z.o.o is operating under the brand DBCherry.
Definitions
“You / your” or “the Customer” – means a natural (physical) person who has agreed to all terms and conditions of Netinnovate together with all other relevant policies, and uses the Services available on our Platform.
“Order” – means (i) purchase of cryptocurrency by you from Netinnovate via our Platform; or (ii) sale of cryptocurrency to Netinnovate by you via the Platform; or (iii) your initiated deposit of cryptoassets to Your Wallet; or (iv) your initiated withdrawal of the stored Cryptoassets to another public blockchain address.
“Platform” – is a partially automated online system located on the website https://www.dbcherry.com/ (hereinafter referred to as “Website”).
“Services” – means (i) Currency Exchange: Providing crypto-to-fiat, fiat-to-crypto and crypto-to-crypto exchange services for corporate clients; (ii) Virtual Asset Custody: Offering secure custody of virtual assets for clients where required as part of the payment and exchange services; (iii) Payment Services: Facilitating retail payment processing, settlement, and related services, with a primary focus on payments in fiat currencies exclusively servicing clients who use DBCherry Wallets.
2. Main principles
Netinnovate has an obligation to refund the Customer if:
it does not send the cryptocurrency to the Customer’s indicated address in accordance with the Order;
it does not send the fiat currency to the Customer’s account in accordance with the Order.
The Customer is obliged to follow the payment process provided on the Platform. If the Customer sends funds to Netinnovate and then requests a cancellation from a third-party financial institution before contacting Netinnovate, the Customer is solely responsible to cover the cost of cancellation.
The right to refund may arise only if the Customer has paid for the Services in accordance with the Order, including all relevant fees.
Any charges that arise upon processing of the refund request shall be borne solely by the Customer. The relevant charges are automatically deducted from the final amount of the refund.
In order to apply for refund, the Customer is required to complete a request and send it to support@dbcherry.com. This request must originate from the email address connected to the Customer’s account on the Platform.
The review of the Customer’s submitted refund request shall commence only after the Customer’s identity has been verified on the Platform.
Netinnovate shall process the Customer’s submitted Refund Request as soon as it is reasonably possible. Response times may vary depending on the stated reasons for refund and the current workload. In any case, Netinnovate shall notify the Customer on the outcome of the request. The Customer is also welcome to contact our 24/7 Support department to inquire about the updates.
Please note that the submission of a Refund Request does not automatically guarantee the refund request will be approved.
The funds are returned to the initial payer’s account from which the payment has been received in case of refusal to provide the Services.
3. Refunds after successful cryptocurrency purchase
Refunds are not possible in cases when the Customer has received the purchased cryptocurrency in accordance with the Order. However, in case the Customer has changed their mind and wants to return the purchased cryptocurrency, Netinnovate is able to buy it back based on the current market rate plus the service fee and Netinnovate fee.
4. Chargebacks
The Customer is to first contact the Support department of Netinnovate at support@dbcherry.com to resolve any issue related to an existing Order before the Customer makes a chargeback request. This clause shall not affect any rights and claims that the Customer may have against the relevant bank or financial institution.
Netinnovate investigates each chargeback request made by the Customer and communicates with the Customer’s bank or financial institution.
Netinnovate reserves the right to suspend the Customer’s account on the Platform and lock the Customer's Funds during the chargeback investigation procedure.
2. CANCELLATION
This policy shall govern your use of services provided by Netinnovate Sp Z.o.o (hereinafter referred to as Netinnovate) which company was incorporated in Poland on 10.09.2024, with its registered office at POLSKA 00-389 WARSZAWA JULIANA SMULIKOWSKIEGO 4A /45A and listed in the register of virtual asset service providers, maintained by the Director of the Fiscal Administration Chamber in Katowice, under number 0001125917 and is part of the Terms and Conditions of Netinnovate Sp Z.o.o. Netinnovate Sp Z.o.o is operating under the brand DBCherry.
The Policy is designed in line with the Polish Consumer Rights Act of 30 May 2024 and applicable EU regulations, including Directive 2011/83/EU on consumer rights.
Definitions
“You / your” or “the Customer” – means a natural (physical) person who has agreed to all terms and conditions of Netinnovate together with all other relevant policies, and uses the Services available on our Platform.
“Order” – means (i) purchase of cryptocurrency by you from Netinnovate via our Platform; or (ii) sale of cryptocurrency to Netinnovate by you via the Platform; or (iii) your initiated deposit of crypto assets to Your Wallet; or (iv) your initiated withdrawal of the stored Crypto assets to another public blockchain address.
“Platform” – is a partially automated online system located on the website https://www.dbcherry.com/ (hereinafter referred to as “Website”).
“Services” – means (i) Currency Exchange: Providing crypto-to-fiat, fiat-to-crypto and crypto-to-crypto exchange services for corporate clients; (ii) Virtual Asset Custody: Offering secure custody of virtual assets for clients where required as part of the payment and exchange services; (iii) Payment Services: Facilitating retail payment processing, settlement, and related services, with a primary focus on payments in fiat currencies exclusively servicing clients who use DBCherry Wallets.
2. Right of Withdrawal
2.1. Consumers concluding a contract may, as a rule, withdraw from the agreement within 14 days from its conclusion without giving any reason.
2.2. The right of withdrawal does not apply to contracts for financial services or to services that have been fully performed with the consumer’s prior express consent and acknowledgement that this right of withdrawal would be forfeited.
2.3. This includes but is not limited to:
completed cryptocurrency purchases, sales, or exchanges.
transfers to or from external wallets.
execution of blockchain transactions, which are technically irreversible.
3. Exercising the Right to Cancel
3.1. If you wish to exercise your right to cancel before service provision has begun, you must notify us by submitting a clear statement of withdrawal to: support@dbcherry.com
3.2. You may use the statutory withdrawal form provided in Annex 2 to the Polish Consumer Rights Act, though this is not obligatory.
4. Irreversible Transactions
4.1. Due to the nature of virtual assets, once a cryptocurrency transaction has been executed and recorded on the blockchain, it cannot be cancelled, reversed, or refunded by Netinnovate.
4.2. Users are solely responsible for ensuring the accuracy of transaction details (e.g. wallet address, amount, and asset type).
5. Contact
For questions regarding this Policy, please contact us at: support@dbcherry.com
ANNEX 2
(this form should be completed and returned only if you wish to withdraw from the contract)
To: Netinnovate Sp Z.o.o,
Polska 00-389 Warszawa Juliana Smulikowskiego 4A /45A,
I () hereby give notice that I () withdraw from my contract of sale of the following goods/services for the provision of the following service ().
Ordered on/received on:
Name of the consumer:
Address of the consumer:
Signature of the consumer (if applicable)
Date:
