This Refund Policy outlines the circumstances and conditions under which Finvex Sp. z o.o. (“Finvex,” “we,” “us,” or “our”) may provide refunds to customers (“you” or “Customer”). Finvex provides services for exchanging between cryptocurrencies and fiat, crypto payment processing, and related digital asset services. Due to the nature of digital assets (price volatility and irreversible transactions), refunds are handled carefully and are not always possible once a transaction has been completed.
By using Finvex’s Services, you acknowledge and agree to this Refund Policy. This policy is to be read in conjunction with our Terms of Use and other applicable policies.

For clarity in this Refund Policy:

• Customer / “you” refers to any person or entity who has an account with Finvex and uses our Services.
• Order refers to a request initiated by the Customer on the Finvex platform for a transaction, which could be:
• The purchase of cryptocurrency using fiat from Finvex.
• The sale of cryptocurrency to Finvex in exchange for fiat.
• Any other transaction type (such as a crypto-to-crypto swap, if applicable).
• Completed Order means an Order that has been fully executed – i.e., the cryptocurrency has been delivered to the Customer’s wallet or the fiat has been delivered to the Customer’s bank account or card, as per the Order.
• Platform refers to the Finvex website (https://finvex.co) and any Finvex mobile applications or APIs through which orders can be placed.
• Services means all services provided by Finvex including crypto-fiat exchange, payment gateway, and related digital asset services.

Finvex’s ability to refund is generally limited due to the nature of cryptocurrency transactions. Cryptocurrency transactions are irreversible once executed on the blockchain. However, Finvex will endeavor to assist Customers in scenarios where a refund is justified and possible.
Key principles:

• If Finvex fails to fulfill an Order properly (for example, you paid but did not receive your crypto or fiat as per the Order, due to an error on our side), we will either complete the Order or refund you the payment in accordance with this policy.
• Refunds can only be made to the original source of funds. This means:
• For card payments, the refund can only be returned to the same card (or card issuer account).
• For bank transfers, the refund goes to the same bank account from which it came.
• For crypto deposits, usually, we cannot “refund” on-chain transactions, but if you accidentally sent more than required or sent an unsupported asset, see Section 5 on special cases.
• No refunds will be processed to third-party or alternate accounts. This is to comply with AML regulations and prevent fraud.
• The Customer must follow the proper procedures outlined here to request a refund. Simply initiating a chargeback or going to your bank without contacting us may complicate the process (and is discouraged, as explained in Section 7 on Chargebacks).
• Any fees or charges incurred during the refund (e.g., payment processing fees, bank wire fees) will typically be deducted from the refund amount, unless the fault was clearly on Finvex’s side.
• Timing: Refund processing times can vary. We aim to process approved refund requests as soon as reasonably possible, but the actual credit back to your account will depend on banking processes or card issuer timelines (which could be several business days or longer).

4.1 Failed Transaction Delivery

If you completed a payment on an Order (for instance, you paid via bank transfer or card) and:

• Finvex did not deliver the cryptocurrency to your specified wallet address, or
• Finvex did not send the fiat to your bank account (in case of selling crypto),

then you are entitled to a remedy. In such cases, Finvex will generally attempt to complete the transaction (i.e., deliver what was promised). If for some reason we cannot complete the delivery, we will refund your payment.
Example: You buy 0.5 BTC via Finvex for $10,000. You send $10,000 by bank transfer, but due to a technical error Finvex failed to send 0.5 BTC to your wallet. We will either send you the 0.5 BTC once the error is resolved, or if that’s not feasible, return your $10,000.

4.2 Transaction Canceled by Finvex

If we have reason to cancel or reject an Order (possibly due to suspected fraud, market error, or compliance reasons) after you have made payment but before the transaction is completed, we will refund any received funds to you.
However, note that if the cancellation was due to a violation of our Terms (e.g., you were in a prohibited jurisdiction or broke our rules), we may be required to refund only the principal amount and might not cover certain costs or losses incurred (subject to applicable law). Also, any illegal funds will be handled according to law (potentially frozen or handed to authorities).

4.3 Duplicate or Erroneous Payments

If you accidentally make a duplicate payment or overpayment for a single Order, the excess amount will be eligible for refund. For example, if the price was €5,000 but you mistakenly sent €10,000, we will treat the extra €5,000 as an erroneous payment and return it to you, net of any costs directly incurred by processing that extra amount.
You will need to notify us and provide evidence of the duplicate/extra payment, unless our own reconciliation systems flag it first (which they often will).

4.4 Service Not Provided

If due to some internal issue Finvex is unable to execute a transaction or provide a service that you paid for, we will refund the payment for that service. E.g., if you paid a fee for a “priority processing” but the service was not provided in a faster time frame due to our fault, we might refund that fee.

4.5 Regulatory or Compliance Reasons

In rare cases, we might be required by law or regulatory directive to reverse a transaction or freeze funds. If we are mandated to return funds to the sender (for instance, if a transaction is deemed illegal or mistaken by a bank), we will comply as required. This section is more about refunds we must initiate on our side due to compliance; in such cases we’ll attempt to notify you unless legally prohibited.

5.1 Completed Crypto Transactions

Once a cryptocurrency purchase Order is successfully completed and the crypto is delivered to you, we cannot undo that transaction. If you simply change your mind after receiving crypto, we cannot issue a refund. You do have the option to use our platform to sell the crypto back to us (subject to current market rates and fees) if you want to convert it to fiat, but that would be a separate transaction, not a refund of the initial one.
This is a crucial point: unlike returning a physical product, a delivered cryptocurrency cannot be “returned” without executing another transaction. The value may have changed in the meantime due to market fluctuations, so any reversal would subject both parties to exchange rate risk.

5.2 Price Fluctuation Losses

We do not refund or compensate for losses due to price changes of cryptocurrency. If you buy crypto and its value drops (or rises) after the trade, that is part of the market risk you assume. Refunds are not a mechanism to insulate from market movements.
Similarly, if an Order was executed at a rate you consider unfavorable but was correctly quoted and confirmed by you, we will not adjust it after the fact. Always double-check the rate and amount on the confirmation screen before finalizing an Order.

5.3 Incorrect Information Provided by Customer

If a transaction fails or goes wrong due to you providing incorrect or incomplete information, refunds may not be possible:

• Wrong crypto address: If you provided an incorrect wallet address and we delivered crypto to that address, we likely cannot retrieve it (if the address is valid and funds went through on the blockchain). We are not responsible for such errors. No refund can be issued since the crypto isn't in our control anymore.
• Wrong bank details: If you provided incorrect bank account information for a fiat withdrawal and the funds went to another account, retrieval can be very difficult. We will attempt to work with our payment processor or bank to recover the funds, but if they cannot be recovered, Finvex is not liable for that loss. If the funds bounce back to us (common with invalid account details), we will resend to the correct account once updated, or refund if we cannot successfully deliver.
• Unverified account or compliance hold: If you made a deposit (fiat or crypto) but have not completed KYC or your account is under review, we might hold the funds but not complete a transaction. If ultimately you are not verified or we decide to not engage with you, we will return the funds (assuming they are clean) to the source. This is more a return than a “refund”, and will only happen after confirming you are indeed the sender. The timeline for this can be extended due to necessary checks.

5.4 Minor Service Interruptions

If a transaction is delayed but still completed, that is not generally grounds for a refund. For instance, if due to technical issues an Order took longer than usual to process but you eventually got what you ordered, we typically will not offer a refund of fees. We strive to meet high standards, but occasionally delays happen.
If you paid a specific extra fee for expedited service and we failed to expedite, we might refund that particular fee as noted earlier, but not the entire transaction amount.

5.5 Fraudulent or Illegal Activity

If we believe a request for a refund is being made fraudulently or is tied to illegal activity (for example, someone using stolen credit cards to buy crypto and then requesting refunds/chargebacks), we will decline the refund and may take appropriate legal action. We have robust fraud detection; please don’t attempt to game the system.

• If you believe your account was compromised and a transaction was made without your authorization, that is a security issue – exactly a “refund” scenario, but we will investigate unauthorized access. Depending on findings, we may or may not be able to restore funds (it’s often difficult if crypto was already sent out). Always secure your credentials to prevent such cases.

If you believe you are entitled to a refund based on the criteria above, you should:

1. Contact Finvex Support: Email us at support@finvex.co or use the support ticket system on our Site. Use the email associated with your account to contact us, if possible, and include:

• Your full name (or entity name) and Finvex account email.
• The Order ID or transaction reference related to the payment.
• The date and amount of the transaction.
• The reason for requesting a refund (with any relevant evidence or explanation).

1. Complete a Refund Form (if provided): Finvex may provide you a specific Refund Request Form to fill out, especially for structured data. This form will capture details needed for processing. Fill it out promptly and accurately.
2. Identity Verification: For security, we will verify your identity before processing a refund. We may require that you confirm some account details or even provide a selfie with ID (to ensure the real account owner is requesting the refund, not an impersonator).
3. Investigation: Our support and compliance team will review the request. They might reach out for additional info (for example, if you claim you did not receive funds, we may send you proof of payment and ask you to check with your bank first).
4. Approval or Denial: We will inform you of the outcome. If approved, we’ll indicate the refund amount and method. If denied, we’ll provide a reason (unless legal reasons prevent us from full disclosure).

Timeframe: We will acknowledge your refund request within a few business days and aim to resolve requests within 1-2 weeks, depending on complexity. Some issues (like bank wire trace) can take longer. We appreciate your patience while we work on a thorough investigation.

• Note: Submission of a Refund Request Form or email does not guarantee a refund will be granted. Each case is evaluated against this policy and our terms.

A “chargeback” occurs when you dispute a card transaction with your bank or card issuer. We understand that sometimes customers might initiate chargebacks for various reasons. However, we highly encourage contacting Finvex first to resolve any issue before going to your bank.

• Contact First: If you lodge a complaint with us, we can usually sort out any misunderstandings or issues faster than the chargeback process, and without harming our standing.
• Unauthorized Use: If your card was truly used without authorization on Finvex, we definitely want to know, and you should also inform your bank to prevent further misuse. In such cases, both a chargeback and an internal investigation will proceed.
• Fees: If you perform a chargeback after receiving your cryptocurrency (essentially trying to keep the crypto and get money back), that is considered fraudulent. We will contest such chargebacks with evidence (transaction logs, KYC info, etc.). If your chargeback claim is not legitimate, your Finvex account will be terminated, and you may be placed on industry fraud watchlists.
• Resolution: Finvex investigates each chargeback request and will communicate with the involved financial institutions in accordance with their processes. During this time, we may suspend your Finvex account and any funds therein until the dispute is resolved.
• Chargeback Costs: If a chargeback is wrongly initiated by you (or by someone on your behalf) and we incur fees or penalties as a result, we may deduct such amounts from any balance in your account (if available) or otherwise seek reimbursement.
• If you win a chargeback and also have the crypto, you have effectively been unjustly enriched. Finvex reserves the right to take legal action to recover the funds or crypto.

Once a refund is approved:

• Method: We will issue the refund via the original payment method whenever possible.
• If you paid by credit/debit card, the refund will be processed back to that card. It may take 5-10 business days for the credit to show, depending on your card issuer.
• If you paid by bank transfer, we will wire the amount back to the same bank account. Domestic transfers might arrive faster than international ones, which can take several days.
• If you paid via another service (e.g., an e-wallet or a payment processor), we will follow the appropriate method to credit back through that service.
• Amount: The refund amount will typically be net of any applicable fees. We will clearly communicate how the amount was calculated. For instance, if you sent €1000 via bank and incurred a €20 bank fee, and the fault was not ours, we might refund €980. If the fault was Finvex’s, we will cover standard fees on our side.
• Confirmation: We will send you an email confirmation when the refund has been initiated from our end, with details of the amount and method.
• No Interest: No interest will be paid on any held funds that are being refunded. Refunds are purely principal (and possibly fees) return.
• Currency: Refunds will generally be in the same currency you paid. If currency conversion is needed (say you paid USD but we can only refund in EUR due to some banking issue), we’ll let you know and agree on a solution, but this is rare.

9.1 Erroneous Crypto Deposit by Customer

This isn’t a refund per se, but sometimes a customer might accidentally send a cryptocurrency that Finvex does not support to our wallet (for example, sending the wrong token to a deposit address). These cases are tricky:

• If you send an unsupported cryptocurrency or token to Finvex’s wallet, recovery is not guaranteed. If it’s in a wallet we control and it’s technically feasible to recover, we may try to help you retrieve it, typically charging a recovery fee for the effort and risk.
• If you send crypto to the wrong address entirely (not belonging to Finvex), we cannot assist in recovery at all.
• If you send more crypto than intended to your Finvex account, that excess is in your account balance and not lost—you can simply trade or withdraw it. No refund needed.

9.2 Promotions or Referral Rewards

If a refund is issued on a transaction that had earned you some reward (like a referral bonus or promo credit), Finvex reserves the right to cancel the reward or deduct an equivalent amount if that reward was contingent on the transaction completing. This keeps it fair and avoids abuse.

9.3 Service Closure

In the unlikely event Finvex has to discontinue services or a particular product, we will endeavor to return any assets or funds belonging to customers. That process would be communicated via official channels.

For any questions regarding this Refund Policy or to inquire about a specific transaction, please contact Finvex Support:

• Email: support@finvex.co (preferred method for record-keeping)
• Support Portal: Finvex Support Center (if available, where you can track tickets)
• Business Address: Finvex Sp. z o.o., UL. Hoża 86, m. 210, 00-682 Warsaw, Poland.

We’re here to assist and ensure trust in our platform, and we appreciate your business.