Refund and return policy


1. BACKGROUND

TRUSTDEX.IO guarantees any user the right to a refund in case the user is dissatisfied with the quality of the service we provided.

In addition, TRUSTDEX.IO declares that the User has the right to change his or her decision in the event that a User Account has been funded and is required to refund their money.

Note

  • This refund policy applies exclusively to user transaction fees and funds.
  • This refund policy does not cover any transactions involving the sale of crypto- currency between Users and does not refer to any refunds for purchased crypto-curencies.
  • TRUSTDEX.IO is committed to its maximum endeavors to assist the User in the event of any dispute relating to the refund of the purchased crypto-curencies.
  • Refunds and Returns in excess of the original amount are prohibited.

2. DEFINITIONS

  1. Banking Day: ( cf. Payment Policy).
  2. Business Day: means all official working days of the week
  3. Chargeback: means return of the User’s money by his/her Issuing Bank due to the disputed and/or fraudulent transaction.
  4. Eligibility Criteria: means the set of requirements that must be met for Refund or Return.
  5. Funding: ( cf. Payment Policy).
  6. Return Form: means the TRUSTDEX.IO’s form to be completed by the User, who has requested for his/her Funds to be returned.
  7. Funds: ( cf. Payment Policy).
  8. Issuing Bank: Is the bank issuing the payment card to the user as cardholder.
  9. Refund original amount: means the precise amount of Transaction fee deducted from the amount of certain User’s Transaction.
  10. Refund Form: This is a sample of TRUSTDEX.IO that the user needs to complete upon request for a refund.
  11. Refund: This means a refund of the transaction fee paid by a User for a given transaction.
  12. Return original amount : means the precise amount of the User’s Funds accumulated on his/her Account.
  13. Return : means giving back the User’s Funds transferred to his/her Account.
  14. Transaction Charges : means any fee charged by a bank/financial institution upon processing a valid refund request.

All other terms and definitions in this Refund Policy are used in the same sense as in the Terms of Use.

3. GENERAL CONDITIONS

Users who have paid for TRUSTDEX.IO services, that is, have paid a transaction fee, or have deposited funds into a refundable or paid account under the Selection Criteria set out in this document.

Refunds /Return will only be considered when the User fully complies with the eligibility criteria. In the event that a User does not meet any of these standards, TRUSTDEX.IO shall have the right, in its sole discretion, to refuse the User`s Refund / Return.

To apply for a refund, the User must request and complete a Refund / Return Form and send the corresponding form to TRUSTDEX.IO`s support address.

You can obtain the Refund/Return Form under request sent to hi@trustdex.io.

To prevent Prohibited Conduct, all payments and information related to Refund/Return may be verified by TRUSTDEX.IO. In such case, TRUSTDEX.IO may request the User to provide certain documents, including, but not limited to, identification documents, copy of the User’s Payment Card and Invoice or/and any other prove of the fact that disputed payment was made. In case if the User fails to provide appropriate documents or information within three (3) days upon the TRUSTDEX.IO request or in case of any doubts as to authenticity of provided documents, TRUSTDEX.IO shall be entitled to decline the User’s Refund/Return request.TRUSTDEX.IO will process the User`s request for a refund / payment as soon as possible. Response time will vary depending on the reasons stated for the request. In any case, TRUSTDEX.IO will notify the User of the results of the request within the time limit set forth herein.

TRUSTDEX.IO will process the user's request for a refund as soon as possible. Response times will vary depend on the reasons given for the request. In any case, TRUSTDEX.IO will notify the user of the outcome of the request within the time limit here.

Refund/return request will only be accepted or rejected after thorough verification from TRUSTDEX.IO

NOTE: Filing a Refund /return Request Form does not guarantee that a user`s request will be satisfied.

4. REFUND ELIGIBILITY CRITERIA

(i) All refund requests should be made to TRUSTDEX.IO by completing the Claim Form.

(ii) The notice referred to in (i) above must be provided to TRUSTDEX.IO by completing the Claim Form.

(iii) The completed refund request form should be sent to TRUSTDEX.IO`s electronic address with `Refund Request` in the subject line .

5. ELIGIBILITY STANDARDS

(i) All refund requests should be made to TRUSTDEX.IO by completing the Claim Form.

(ii) The completed payment request form should be sent to TRUSTDEX.IO`s electronic address, titled `Request for Payment`.

(iii) Payment is only made via Bank Transfer and after the User provides all the details for the Bank transfer.

6. PROCESSING TIMELINE

Within 15 business days of the date the Refund /Return Request form is received, TRUSTDEX.IO will contact the User to request additional information (if needed) and the User will provide such information. As soon as possible, but in no case later than 14 days from the date requested.

TRUSTDEX.IO will investigate any Chargeback requests made by the User and in response will inform the User’s Issuing Bank whether any Service or Transaction has been cancelled.

  • Within 15 business days from the date of receipt of the file or additional information at the request of the end;
  • Within 20 business days of receipt of the Refund / Return Request, without any additional documentation or information.

Refund/ Return will be processed within 20 business days of the notice of TRUSTDEX.IO`s decision to the User.

Users will have no Refund /Return:

  • When requested by TRUSTDEX.IO, User may not provide TRUSTDEX.IO with the information / materials contained in the terms set forth herein.
  • If TRUSTDEX.IO suspects that a User has, or is engaged in, or is involved in fraudulent or illegal activities of any kind, including Prohibited Conduct.
  • There is no basis for Refund/Return.

NOTE: TRUSTDEX.IO reserves the right to lock user funds during a payout / refund investigation, which means that the funds can not be used during the investigation process.

7. CHARGEBACKS

TRUSTDEX.IO would like the User to contact using the contact details of TRUSTDEX.IO to resolve any issues relating to the User`s payment, before the User makes any Chargeback request. This section does not affect any rights and / or claims that a User may have with a bank / financial institution.

TRUSTDEX.IO will investigate any Chargeback requests made by the User and in response will inform the User’s Issuing Bank whether any Service or Transaction has been cancelled.

TRUSTDEX.IO reserves the right to suspend User`s account and lock User`s Funds during the chargeback investigation procedure.

8. MISCELLANEOUS

Any charges, which arise upon processing Refund/Return, shall be borne solely by the User. Such charges will be deducted from the final amount of Refund/Return.

This Refund Policy will be amended from time to time if there is any change in the legislation. Terms and conditions of the Refund Policy are subject to change by TRUSTDEX.IO and in the case of any amendments, TRUSTDEX.IO will make an appropriate announcement. The changes will apply after TRUSTDEX.IO has given notice.

In case if the User does not wish to accept the revised Refund Policy, he/she should not continue to use TRUSTDEX.IO Services. If the User continues to use the Services after the date on which the change comes into effect, his/her use of the Services to be bound by the new Refund Policy.