SmartGuarantee

Last Updated: May 2021

At CoinSmart, we strive to provide best-in-class customer experience. Whether you are buying, selling, or trading cryptocurrencies we want your experience to be as seamless as possible. One of the many ways we achieve this goal is through our SmartGuarantee.

What is covered?

What is not covered?

If you provide inaccurate or incomplete information in connection with the requested deposit or withdrawal.
If our compliance team requires further information to verify your account.
If your deposit or withdrawal is not allowed under our Terms of Service. As an example, if it exceeds your transaction limits, is within our withholding period or you have otherwise not complied with our Terms of Service.
If the delay is due to any action, omission or inactivity by or on behalf of your financial institution or another 3rd party providing your services
If we suspect any fraudulent, illegal or suspicious activity on your CoinSmart Account.

What will you receive?

If your deposit is not credited the same day we receive it your account will be credited for the deposit fee.
If your cash withdrawal request is not processed within 5 business days then your account will be credited for the withdrawal fee.
If your account verification is not processed the same day it is submitted we will waive the deposit fee on your first deposit.
A “business day” means between the hours of 9:00 a.m. and 6:00 p.m. (ET) on any day other than a weekend or a statutory holiday. Any deposit or withdrawal request made after 4:00 p.m. (ET) will be deemed to be made on the following business day.
In order to take advantage of our SmartGuarantee, you are required to notify us by e-mail at support@coinsmart.com within 3 business days of the event that gives rise to your claim request.
If you are eligible for credit under the SmartGuarantee, we will apply the credit to your account within 2 business days of our determination that your claim request is approved.

Additional Terms & Conditions:

You acknowledge and agree that the Guarantee is not a product warranty and has no effect on any provisions, terms or conditions set forth in the Terms of Service or any other agreement between you and CoinSmart. You acknowledge and agree that CoinSmart will make the final determination as to whether the Guarantee applies in your circumstances. CoinSmart reserves the right to change the Guarantee at any time with no notice to you.

CoinSmart will not honor incomplete requests. The Guarantee applies per event and any series of events pertaining to the same instance that gives rise to the request for credit will be considered by CoinSmart, in its sole discretion, one and the same event. CoinSmart will not honor any additional requests relating to the same event or series of events. The Guarantee is only available to Canadian residents of legal age. Any attempts to mislead CoinSmart or interfere with, manipulate or otherwise impact the CoinSmart website, exchange platform or systems to cause or increase the likelihood of an event that would lead to a credit under the Guarantee is fraud and may result in prosecution.

For any questions regarding the Guarantee please contact our support team by Email or Live Chat.