1. Preamble and structure
On registration and verification, the Service assigns the User's Profile a region based on the User's identity document:
- CIS — Russia, Belarus, Kazakhstan, Kyrgyzstan, Armenia, Azerbaijan, Tajikistan, Turkmenistan, Uzbekistan, Moldova.
- World — all other available countries.
The User may not register or pass verification with a country whose registration or verification is prohibited by the AML/KYC Policy.
Available deposit methods depend on the region:
- CIS: SBP, P2P, cryptocurrency (TRON (TRC20), BSC (BEP20), Ethereum (ERC20), TON).
- World: cryptocurrency (TRON (TRC20), BSC (BEP20), Ethereum (ERC20), TON).
The refund method depends on the method used and on the region of the User's Profile (see Section 4).
2. The Payment product (card) issuance fee
2.1. Where the Service refuses to issue the Payment product (card) — including for technical reasons or at the request of the security function — the fee paid for issuing the Payment product (card) is refunded using the same method the User previously used to issue that Payment product (card), within the timeframe set out in clause 6.2.
2.2. The refund amount is reduced by payment‑system and partner‑bank fees charged when the User's payment was accepted and processed, and by refund fees (including interbank and processing fees), where such fees apply. These fees are borne by the User.
2.3. Section 2.1 does not apply where the Service's security function has grounds to suspect fraud or other unlawful activity. In that case the Service may request explanations from the User and supporting documents for any previously completed operations.
2.4. The User may cancel issuance of the Payment product (card) before it is issued and recover the issuance fee under Section 2.1. Once the Payment product (card) has been issued, the issuance fee is non‑refundable.
2.5. The service of issuing the Payment product (card) is treated as rendered upon the earliest of the following events:
- the unique details of the Payment product (card) being generated;
- the Payment product (card) being passed to the Issuer for processing; or
- issuance otherwise being confirmed in the User's Profile.
3. The Payment product (card) balance on annulment
3.1. Where the User cancels the Payment product (card) after issuance — the remaining balance is returned, on the User's written request, to the User's main account in the GoGoCard service. The Payment product (card) is annulled, and the issuance fee is not refunded.
3.2. Where the Payment product is annulled because of the User's actions — the remaining balance is returned to the User's main account in the GoGoCard service, less applicable fees and debts. The issuance fee is not refunded.
3.3. Where the Payment product (card) is annulled because of the actions of third parties, partners, organisations or state authorities — the remaining balance is returned to the User's main account in the GoGoCard service, less applicable fees and debts — except where there are grounds to believe the User bears responsibility, in which case the security function opens a further investigation. In other cases, the User will be offered a free reissue of the Payment product (card) of the same or another type.
4. Refund of deposited Funds
4.1. Funds on the Payment product (card). Funds that the User has transferred onto the Payment product (card) by the User's own payment order are not subject to withdrawal from the Payment product (card) back to the main account at the User's initiative, except as provided in Section 3.1.
4.2. Funds on the main account. The refund procedure depends on the deposit method:
- SBP — refund, on the User's written request, to the same account or card from which the payment was previously made, within the timeframe set out in clause 6.2. The deposited amount must remain in full and untouched: any use of it, including partial use for any amount however small (including payment of fees, interest, debts or any other payments), fully removes the User's right to a refund. The deposited amount must have been deposited as a single payment through one bank or one provider. Payment‑system and partner‑bank fees (including interbank and processing fees) are deducted where they apply and are borne by the User.
- P2P — no refund is made.
- Cryptocurrency — for the CIS region, refund on the User's written request to the same account from which the payment was previously made; the refund is made of the amount that was previously deposited and confirmed in the specific blockchain network, within the timeframe set out in clause 6.2. The deposited amount must remain in full and untouched: any use of it, including partial use for any amount however small (including payment of fees, interest, debts or any other payments), fully removes the User's right to a refund. The deposited amount must have been deposited as a single payment from one wallet/address/crypto exchange. Fees are deducted where they apply and are borne by the User. For the World region, the User may withdraw the Funds through the Profile (withdrawal through the Profile).
5. Referral accounts
5.1. The User may withdraw and transfer Funds from Referral accounts (account format usref00) regardless of the Profile region, on the terms and fees shown in the Profile (verification required).
6. General provisions
6.1. Refunds that require a request are made on the User's written request to [email protected]. Before processing a refund, the security function may request additional documents and confirmations.
6.2. The review of a refund request takes 7 to 14 business days. Where the decision is positive and there are no open requests from the security function, the refund is then carried out within 3 to 10 business days.
6.3. The User may initiate a refund, regardless of payment method and Profile region, no later than 30 calendar days after the successful completion of the relevant payment.
6.4. This Refund Policy applies to active Users with no open requests from the security function. Any case outside these rules is reviewed and decided by the security function individually, within an opened case.