Refund & Error Policy

Last updated March 18, 2022

This Refund and Error Resolution Policy sets forth the obligations of Ibanera LLC and its affiliates, (“we,” “our” or “Ibanera”), to provide refunds in certain circumstances and the processes you must follow to request and receive a refund or report an Error (defined below). The User Agreement is incorporated herein by reference. Any term capitalized but not defined has the meaning specified in the User Agreement.

1. Core Services

This Section 1 provides the terms for any refund requests or error resolution reports with respect to your use of the Core Services.

a. Cancelling your transaction. If you need to cancel a funds transfer (solely in fiat) and receive a full refund, including any fees, you must visit our Help Center and submit a refund request within thirty (30) minutes of initiating the transfer. You will be asked to provide information that Ibanera needs in order to trace your transfer and provide a refund. If you do not provide the requested information, Ibanera cannot provide a refund. We will confirm receipt of your request. Ibanera will review and process your refund request and will issue the refund within three (3) business days (any day that banks are open in New York, NY, United States). If the funds have been transferred to the designated recipient prior to Ibanera’s receipt of your refund request, Ibanera is not able to provide a refund. In such cases, you should contact the recipient and the recipient’s financial institution.

Refunds are only available to users who conducted the transfer for personal, family or household purposes. Refunds are not offered to commercial or business account users. Refunds are not offered for digital currency transfers.

b. Errors. If you believe an Error has occurred, you must visit our Help Center and make a report upon your discovery of the Error. Upon receipt of your report, Ibanera will investigate your claim and make a determination as to whether an Error has occurred. We endeavor to complete each investigation within ten (10) days of receipt of your report, but in any event will complete our investigation within ninety (90) days thereof. Within three (3) days of completing our investigation, we will inform you of our conclusion. If we have determined an Error did occur, we will either provide you with a refund or will complete the requested transfer to provide the designated recipient with the funds necessary to resolve the Error. Please note that we are only required to refund fees where we failed to make funds available to the recipient by the date of availability we specified. If our failure to do so was due to your error (e.g., providing incorrect or insufficient information) that is not an Error and we will not refund fees.
For transfers over USD$15.00 conducted for personal, family or household purposes, each of the following is an “Error:”

    • Ibanera charged you an incorrect amount for your transaction;
    • Ibanera made a computational error, such as a miscalculation of the amount sent to your designated recipient;
    • Ibanera did not provide you with all the required information about your transaction. This includes not providing you with (i) notice of all amounts due to complete a transaction, (ii) a transaction receipt, (iii) confirmation of your transaction, in each case, unless the problem was caused by extraordinary circumstances outside our control;
    • Ibanera conducts a transaction that you did not authorize; or
    • Your designated recipient did not receive your transferred funds by the date Ibanera stated it would make such funds available when you conducted the transaction, unless such delay was caused due to (i) extraordinary circumstances outside our control and that we could not have reasonably anticipated; (ii) issues flagged during fraud screenings (including that the transfer was made with fraudulent intent or the designated recipient appears to be fraudulent); (iv) regulatory requirements, including but not limited to those imposed by the Office of Foreign Assets Controls.

c. Reversals and Chargebacks. If you receive funds in your Ibanera Wallet that are later refunded to the initiator of the transaction, or a transfer of funds is otherwise invalidated for any reason, you are responsible for the return of all funds you erroneously received plus any fees incurred by us (including any applicable chargeback fee). When we are required to reverse a funds transfer, such funds will be deducted from the same Ibanera Wallet and in the same currency as the initial transfer. If the balance of the transferred currency in your Ibanera Wallet is not sufficient to cover the refund or reversal, Ibanera reserves the right without further notice to you to convert other currency in your Ibanera Wallet(s) at the exchange rate then offered by Ibanera to meet your obligation with respect to such refund or reversal.

2. Checkout Service

Generally, Ibanera does not offer any refunds to users of the Checkout Service. When you purchase digital currency from Ibanera using the Checkout Service, Ibanera immediately transfers the purchased digital currency to your designated External Wallet. If you believe a Checkout Service transaction was conducted fraudulently, please alert your bank or card issuer, as applicable, and follow their instructions. Ibanera may, in its sole discretion, provide a refund in certain circumstances.

3. Unsupported Tokens or Chains

Ibanera cannot and does not refund transactions that you attempt using either tokens that are not supported by Ibanera, or transactions that use an unsupported chain.

(a) Unsupported Tokens. Ibanera is unable to recover or provide refunds for any tokens that are not listed on Ibanera’s approved token list (the “Unsupported Tokens”) found at Supported Currencies. Therefore, any attempt by you to send an Unsupported Token to an Ibanera account or Wallet will fail and you may risk the loss of the Unsupported Token. As Ibanera will not receive any Unsupported Tokens, it cannot provide you with a refund. If you experience an issue with an Unsupported Token, contact your crypto provider directly.

(b) Unsupported Chains. Unsupported Chains means any chain not included on the Supported Chains list (“Unsupported Chains”). Similar to Unsupported Tokens, some crypto chains are not supported by the Ibanera platform. This means that if you send a Supported Currency via an Unsupported Chain your transaction will fail and you may lose your tokens. If you experience an issue with an Unsupported Chain, contact your crypto provider directly. Ibanera cannot provide any refunds for your use of an Unsupported Chain.

Unsupported Chain Example: You send a Supported Currency on an Unsupported Chain. Here, BSC is an unsupported chain and BTC is a supported currency. If you attempt to send .0001 BTC through the Ethereum Chain (ETH), an Unsupported Chain, to your Ibanera Wallet, Ibanera cannot recover or refund the BTC sent via ETH even though BTC is a Supported Currency.

Please be aware that outside factors such as fraudulent transactions due to identity theft or unlawful activities, may result in the loss of your money with no recourse from Ibanera. Ibanera employees will never ask you for confirmation codes. Always keep your information secure and private, and contact your bank, card issuer, or law enforcement agency immediately if you believe that your information has been compromised.

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