XIBIT strives to provide the best possible service to our users. However, we understand that there may be occasions where users may need to raise concerns or make complaints. We take all complaints seriously and are committed to resolving them as quickly and fairly as possible. This complaint handling procedure outlines the steps we take to address user complaints.
Step 1: Contact Customer Support
The first step in raising a complaint is to contact our customer support team. You can do this by sending an email to [email protected]. Our customer support team will acknowledge your complaint within 48 hours (holidays and weekends excluded), and we aim to resolve all complaints within 21 days.
Step 2: Investigation
Once we receive your complaint, we will investigate the issue. We may ask you for additional information or evidence to help us understand the issue better. We may also contact other parties involved in the complaint to gather more information.
Step 3: Resolution
Once we have completed our investigation, we will provide you with a resolution. We will explain our findings and what action, if any, we will take. If we find that we have made a mistake or have been at fault, we will apologize and take steps to rectify the situation.
Step 4: Appeal
If you are not satisfied with our resolution, you can appeal the decision. You can do this by contacting our customer support team and requesting an appeal. We will escalate your complaint to senior management, who will review the case and provide a final decision. We aim to provide a final decision within 14 days.
Recording Complaints
We will keep a record of all complaints received, including the nature of the complaint, the date received, and the outcome. We will use this information to identify any trends or areas for improvement in our services.
Conclusion
We are committed to providing the best possible service to our users and will take all complaints seriously. We aim to resolve all complaints quickly and fairly, and we will keep users informed throughout the complaint handling process. If you have any questions or concerns about our complaint handling procedure, please contact our customer support team.
Refund policy
At XIBIT, we strive to provide our customers with the best possible service. However, we understand that there may be times when you need to request a refund. This refund policy outlines the circumstances under which we will issue a refund and how you can request one.
Circumstances for refunds
Refunds might be processed only in the case if you did not complete crypto or Fiat withdrawal, thus receiving the service completely.
We may issue refunds in the following circumstances:
- Erroneous Transactions: if a transaction is erroneously processed due to a technical error or malfunction, we will refund the full amount of the transaction.
- Duplicate Transactions: if you accidentally submit the same transaction multiple times, we will refund the duplicate transactions.
- Cancelled Transactions: if you cancel a transaction before it is processed, we will refund the full amount of the transaction.
- Unauthorized Transactions: if you do not provide information and documents, or will not follow the steps that are required by our Terms and conditions and AML policy, we will refund the full amount of the transaction.
- Other Circumstances: will be reviewed on a case-by-case basis.
How to request a refund
To request a refund, please contact our customer support team at [email protected]. Please provide us with the following information:
- Your name, account number and email address associated with your account.
- The transaction details, including the transaction ID, date, and amount.
- The reason for the refund request.
We will review your request and respond as soon as possible. If your request is approved, we will issue the refund to the original payment method used to make the transaction.
Refund processing time
Refunds may take up to 10 business days to process, depending on the payment method and banking institution. We will provide you with updates on the status of your refund and any further steps you may need to take.
Conclusion
We are committed to providing our customers with excellent service and will work with you to resolve any issues or concerns. If you have any questions or concerns about our refund policy or the refund process, please contact our customer support team.
