1. Introduction
1.1 XCoinPulse Ltd guarantees Users the right to a refund in accordance with this Refund Policy.
1.2 This Refund Policy exclusively covers Transaction fees and Users' Funds.
1.3 Each refund request is handled by XCoinPulse Ltd with due care and attention.
1.4 XCoinPulse Ltd commits to assisting Users in resolving any disputes related to refunds of purchased virtual assets.
1.5 Refunds exceeding the original transaction amount are prohibited.
2. Definitions
- Business Day: A day other than a Saturday, Sunday, or public holiday in the United Kingdom when financial institutions are open for business.
- Company: XCoinPulse Ltd, a company incorporated under the laws of the United Kingdom ("We", "Us", or "Our"), with a business address at 123 London Road, London, SW1A 1AA, United Kingdom.
- Prohibited conduct: Includes fraud, money laundering, terrorism financing, and other criminal activities.
- Money laundering: Activities defined under relevant UK laws and regulations to prevent the legalization of proceeds from crime and terrorism financing.
- Financing of terrorism: Activities defined under relevant UK laws and regulations aimed at preventing the financing of terrorism.
- Fraud: Any act or omission that intentionally or recklessly misleads or attempts to mislead a party to gain financial or other benefits or to avoid obligations.
- Criminal conduct: Actions that constitute an offense under any jurisdiction.
- User: A person or entity that uses the Services, agrees to follow the Terms of Service, and holds an Account.
- Fiat Currency: Legal tender issued by a central bank or equivalent public authority.
- Cryptocurrency: Digital currency that is not Fiat Currency.
- Issuing Bank: The bank that issued the payment card to the User.
- Refund Eligibility Criteria: Requirements that must be met for a User to submit a Refund request.
- Refund request: A request sent by the User to seek a refund.
- Funds: Includes both fiat currency and virtual assets accumulated in the User's Account (wallet).
3. General Conditions
3.1 Users who have paid for Services or funded their account may request a refund under the conditions specified herein.
3.2 Refunds will only be considered if the User fully complies with the Refund Eligibility Criteria.
3.3 Failure to meet any Refund Eligibility Criteria allows the Company to decline the refund request at its sole discretion.
3.4 Submission of a Refund request does not guarantee its approval.
3.5 Refund requests must be sent to the Company's support email: refund@xcoinpulse.com.
3.6 The Company may verify all transactions and related information to prevent Prohibited Conduct.
3.7 The Company may request additional documents and information, such as identification documents, payment card copies, and proof of disputed payments.
3.8 Failure to provide requested documents within three (3) days or doubts about their authenticity entitles the Company to decline the Refund request.
3.9 The Company will process the Refund request as soon as practicable and notify the User of the outcome within specified timescales.
4. Other Refund Conditions
4.1 If the Company cannot complete a User’s Cryptocurrency Purchase order, it will notify the User and provide reasons if lawful. The Company will refund the User’s Fiat Currency payment to the original payment account, subject to applicable laws.
4.2 If third-party services cease to be available, the Company may discontinue those features without offering refunds or compensation.
5. Refund
5.1 All cryptocurrency transactions are final and non-reversible due to the nature of cryptocurrency markets.
5.2 The Company cannot assist or refund Users who send cryptocurrency to the wrong account or wallet address, as it has no control over the User’s wallets or addresses.
5.3 Users are responsible for protecting their private keys and avoiding fraud or mistakes. The Company is not liable for refunds in cases of fraud, mistake, or lost private keys.
5.4 If a transaction fails or is canceled, the Company will issue a refund.
5.5 Refund requests must be submitted within forty-eight (48) hours of the transaction.
5.6 Refund requests should be sent to refund@xcoinpulse.com and include:
- Details of the transaction
- Subject of the request
- Explanation of reasons for the refund
- Contact information
- Supporting documents (proof)
- Other relevant information
5.7 Refund requests should be sent with "Refund Request" in the subject line.
5.8 For additional questions about the Refund Policy, contact the Support Team at refund@xcoinpulse.com.
6. Processing Timeline
6.1 Within three (3) Business Days of receiving a Refund request, the Company will contact the User for further documents and information, if needed. The User must provide the requested information within three (3) Business Days.
6.2 The Company will notify the User by email of the final decision regarding the Refund.
6.3 If approved, the Company will process the refund as soon as practicable.
6.4 Refunds can take up to ten (10) Business Days or longer, depending on the User’s bank. Users should contact their bank to expedite the process.
6.5 Refunds will not be issued if the User fails to provide requested information within the terms set herein or if the Company suspects fraudulent or illegal activity.
6.6 The Company may lock the User’s Funds during a refund investigation, making them inaccessible.
6.7 The Company reserves the right to extend the refund investigation time if the User delays in providing requested documents.
7. Chargebacks
7.1 Cryptocurrency transactions are final and irreversible.
7.2 Users should contact the Company to resolve payment issues before making any Chargeback requests.
7.3 This section does not affect any rights or claims the User may have against their bank or financial institution.
7.4 The Company will investigate Chargeback requests and may suspend the User's account and lock Funds during the investigation.
7.5 Users should exercise chargeback rights only if the Company has breached the Terms of Service or there was unauthorized use of the User’s payment instrument.
7.6 The Company may charge the User for costs associated with investigating a chargeback.
8. Miscellaneous
8.1 Any charges incurred during refund processing will be borne by the User and deducted from the refund amount.
8.2 This Refund Policy may be amended to comply with changes in the law. Users will be notified of any changes.
8.3 Users who do not accept the revised Refund Policy should stop using the Company's services.
8.4 Continued use of the Services after changes take effect indicates acceptance of the new Refund Policy.