1) Scope

This Refund Policy applies to card payments processed for services offered by ILYA BIG STAR Sp. z o.o. ("BigStar Pay"). At launch, we do not provide custodial wallets to end-clients and do not execute client crypto payouts. Card payments are collected and managed in our corporate treasury; any on-chain movements occur only to the company's corporate self-custody wallet.

Nothing in this policy limits your statutory rights under applicable law.

2) Order lifecycle & eligibility

Refund eligibility depends on the order status shown in your Client Portal / confirmation email:

• Draft / Awaiting KYC / Awaiting Payment — Eligible for full cancellation/refund.
• Executing (payment captured; internal processing started) — Eligible for refund on a best-effort basis if we have not yet finalized internal settlement. Administrative/third-party costs already incurred may be non-refundable (see §4).
• Sent / Completed (internal settlement finalized; on-chain payout to corporate treasury recorded) — Not eligible for change or refund, except in case of duplicate charge or proven unauthorized transaction (see §6–§7).
• Frozen / Rejected / Cancelled — If we cancelled or rejected the order, any captured amount will be refunded (see §3–§4).

3) How refunds are issued

• Method: Refunds are returned only to the original payment method (same card), per card-scheme rules. No cash or alternative payout methods.
• Currency: Refunds are processed in the original transaction currency. Your issuer's FX rates and fees may cause differences between paid and received amounts.
• Timing: We submit approved refunds within 1–3 business days. Card issuers typically post funds in 5–10 business days (timing varies by bank and region).

4) Fees, FX and non-refundable costs

• Card and gateway fees: Where permitted by card-scheme rules and local law, non-recoverable third-party costs (e.g., scheme/acquirer fees) that have already been incurred at the moment of your refund request may be non-refundable.
• Network/miner fees: If an internal on-chain treasury movement has already been executed and recorded, associated network fees are non-refundable.
• FX differences: BigStar Pay does not control your card issuer's FX rate, spreads or separate fees. Any differences are borne by the cardholder.

5) Cancellations

To cancel, contact Support before the order transitions to Executing. If we receive your request after processing has started, we will make a best effort to halt the operation; however, if Sent/Completed, the order is final (see §2).

6) Unauthorized transactions & errors

If you believe a transaction was unauthorized or processed in error:

1. Notify us immediately (see §9).
2. We will suspend related orders and investigate.
3. If unauthorized use is confirmed, we will refund in full. If not confirmed, we will provide evidence (AVS/CVV result, 3DS, device data, logs) for your issuer's review.

7) Chargebacks

You may initiate a chargeback with your card issuer where applicable. We encourage you to contact us first, as we can often resolve issues faster. We will contest chargebacks we reasonably believe to be unfounded, providing the issuer with order records and KYC/3DS evidence.

8) AML/CTF & KYC conditions

BigStar Pay may require identity verification (KYC) and additional information before processing a refund. We only refund to the original payment instrument. Where required by law, suspicious activity may be reported to the competent authorities. Requests from prohibited or high-risk jurisdictions, or involving restricted assets (e.g., privacy coins), may be declined.

9) How to request a refund

• Email: support@bigstar-pay.pl
• Subject: Refund request — Order ID
• Include: Order ID, payment date/amount, last 4 digits of the card, reason for refund, and any supporting evidence.

We aim to acknowledge your request within 1 business day and conclude the review within 5–10 business days.

10) Governing law & complaints

This policy is governed by the laws of Poland. If you are not satisfied with the outcome of your request, you may escalate in writing to compliance@bigstar-pay.pl. Consumer rights available under applicable law remain unaffected.

11) Changes to this policy

We may update this policy to reflect operational, regulatory or legal changes. The latest version will always be available at /refund-policy with an updated effective date.