Infinity Fintech Solutions s.r.o., a company incorporated, organized and existing under the laws of the Slovak Republic, identification number (IČO): 56 684 428, having its registered address at Doležalova 15C, Bratislava, Slovenská republika (“INFISOL” or the “Company”).
All capitalized terms and definitions referred to in this Refund Policy shall bear the same meaning as provided in INFISOL Terms and Conditions for Use of Virtual Currency Services (the “Terms”, available at https://infisol.net/terms-and-conditions/).
This Refund Policy is incorporated in the Terms and Conditions by reference, being its integral part, and constitute a legal agreement between you and the Company. The Company shall have the exclusive right to interpret and construe the Refund Policy and to revise the Refund Policy, either in part or in whole, in the sole and absolute discretion of the Company at any time.
INFISOL respects and guarantees each Customer right to request a refund. For this purpose, INFISOL has developed this Refund Policy (“Policy”), which, inter alia, sets forth specific conditions and circumstances under which the Customer my request a refund and respective request considering order and terms. INFISOL will treat each refund request with the due care and skill.
This Policy concerns only Customers’ funds and fees applicable by INFISOL for virtual currency exchange transactions execution (Order execution fees). Nevertheless, INFISOL will make its best efforts to assist the Customers if any dispute occurs subject to refunds of virtual currency sale-purchase transactions executed between INFISOL Customers.
The Customer may request a refund only if Customer’s funds are deposited to INFISOL wallet, and virtual currency has not been sent to the Customer’s designated digital wallet address within the timeframe required for the exchange transaction execution. Order cancellation provisions contained in the Terms shall apply to the refund request under this Policy.
Under no circumstance are refunds available under the following circumstances:
if the Customer has requested a refund in excess of the original amount,
if INFISOL has already sent the virtual currency to the Customer’s designated digital wallet address, i.e., INFISOL has already consummated virtual currency exchange transaction,
if the Customer has sent virtual currency of one type to a digital wallet intended for a different type of virtual currency (cross-chain deposits),
if the digital wallet address provided by the Customer is incorrect,
if the Customer has not paid in full all fees payable to INFISOL for transaction execution,
if the Customer has requested a refund to be sent to a virtual card with virtual card number,
if the Customer has submitted a refund request later than forty-eight (48) hours since the virtual currency exchange transaction execution date, and
if refund request has been submitted with the use of means communication not expressly provided below.
INFISOL shall have the right to reject the Customer’s refund request if INFISOL reasonable believes or has well-grounded suspects that:
the Customer does not have control of, or access to, the specified digital wallet address,
the Customer has mistakenly indicated virtual currency exchange transaction amount,
the Customer has executed a virtual currency exchange transaction as a result of a security breach on the Customer’s device or Account on the Platform,
the Customer was trying to use or has used anonymous payment methods, and
the Customer’s name differs from that of the refund’s recipient.
The Customer shall, at its own expense, reimburse all and any fees and charges that arise in the course of the refund request processing. INFISOL shall withhold the relevant fees and charges from the final amount of the refund without any notification to the Customer and/or the Customer’s consent.
If the execution of a virtual currency exchange transaction involves a third-party payment provider, then the Customer shall reimburse all and any cancellation fees and costs due and payable to the involved third-party payment provider. Under no circumstance shall INFISOL be liable for payment of cancellation fees and costs charged by the third parties.
To request a refund, the Customer shall submit a refund request through the Customer’s Account registered on the Platform or, alternatively, shall be sent to [email protected]with ‘Refund Request’ in the subject line. Refund request shall be sent from the email address used by the Customer while establishing business relationships with INFISOL or, in cases when the Customer’s email address has been changed after business relationships have been successfully established, from such changed email address if the Customer has informed INFISOL of such changes.
INFISOL will carefully review each refund request and accurately verify all transaction details and information related to the requested refund/return to avoid any prohibited conduct.
INFISOL may request the Customer to provide certain documents, including, but not limited to, identification documents, a copy of the payment card or selfie with a payment card, bank account statement, confirming payment of a disputed amount, or/and any other evidence proving that the disputed payment has been made.
The Customer shall provide documents / information requested by INFISOL within 3 (three) Business Days immediately following INFISOL’s request. If the Customer fails to provide documents / information requested by INFISOL within 3 (three) Business Days immediately following INFISOL’s request, INFISOL shall have the right, in its sole and absolute discretion, to reject the respective refund request.
INFISOL shall commence the refund review procedure once INFISOL has verified the Customer’s personality. INFISOL will exert every effort to process refund request as soon as possible taking into consideration the complexity of the request and the current workload of INFISOL’s staff. Refund request’s successful submission is not a guarantee that the refund request will be approved.
INFISOL will exert every effort to inform the Customer of the refund request review outcome within 15 (fifteen) Business Days immediately following the refund request receipt. If INFISOL sends the Customer request for additional information / documents, the refund request review shall be postponed until the Customer has provided such additional information / documents. The refund request review outcome shall be communicated to the Customer via email or through the Account.
INFISOL will process an approved refund request without undue delay, and in any case within 10 (ten) Business Days immediately following the day when INFISOL has approved the request. “Business Day” means any day other than a Saturday, Sunday or other day on which commercial banks are authorized to close under the laws of, or are in fact closed in, the Slovak Republic.
If a refund request has been satisfied, INFISOL will return the funds to the Customer via the same payment method employed for the initial payment. If there is a need, INFISOL may request from the Customer additional payment information to process refund correctly.
The Company’s management shall be responsible for proper documentation of refund requests and retention of necessary documents and data subject to INFISOL Privacy Policy available at https://infisol.net/privacy-policy/.
INFISOL shall review of this Policy on regular basis, at least annually, or more often on a need basis, if the revision of the Policy is desirable or necessary due to any regulatory amendments, Services provided by INFISOL or its business strategy.
We reserve the right, in our sole and absolute discretion, to modify this Refund Policy from time to time. If we make any material modifications, we will notify you by updating the date at the top of the Refund Policy and by maintaining a current version of the Refund Policy at https://infisol.net/refund-policy/. Appropriate notices will appear in your Account. All modifications will be effective when they are posted, and your continued use of our services following posting of any updates to the Refund Policy will constitute your unequivocal acceptance of such changes. If you do not agree with any modifications to this Refund Policy, you must immediately stop accessing and using all of our services.
