If you were not able to access your account or close a trade which resulted in a liquidation we will reimburse you if:
The issue preventing you from closing your position is caused by us.
This means that if you forgot your password, exported your private key, had no internet, used incorrect credentials to attempt to login, or anything else that is controlled by you, we will not reimburse you.
Your liquidation occurred during an actual, know, period of instability or errors.
You can't claim to be affected if your liquidation occurred outside of the problematic hours.
You tried to access your account.
If you didn't even notice we were down, but you were liquidated well, you would have been liquidated anyways. We can check whether you tried to close the order or not, or whether you tried to login.
We will handle everyone's requests for a reimbursement on a case-by-case basis. If you feel that you were wrongfully liquidated send an e-mail to ivan[@]morpher.com with the subject line "Incorrect Liquidation".
Please also be as detailed as possible when describing the specific issue you encountered, don't just ask for tokens, I want to know what you tried to do about the problem and when specifically you noticed it. If you can, add screenshots.
We believe that it's important to take accountability for situations where it was clearly out of your hands, and we also find out more about the issues when we learn about your experience with them.
If your account was affected materially in other ways and you believe you should be reimbursed or compensated, please send me a message.
Thanks for your understanding !