Refund Policy

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Background

Fortecrypt Alliance s.r.o. guaranteesthe User’s right to refund in accordance with this Refund Policy.

The Refund Policy concerns exclusivelyTransaction fees and Users’ Funds.

Every refund is treated by FortecryptAlliance s.r.o. with reasonable care and skill.

Fortecrypt Alliance s.r.o. undertakes tomake its best efforts to assist the Users in case of any disputes related torefunds of purchased virtual assets.

Refunds in excess of the original amountare prohibited.

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Definitions

Company: means Fortecrypt Alliances.r.o., a company incorporated under the laws of Slovakia ("We","Us", or "Our", and, in relation to the Services,"Company", as applicable), having its business address at: Bajkalská2C, Bratislava - mestská časť Nové Mesto 831 04, Slovenská republika, providesServices to you.

Prohibited conduct: means fraud, money laundering,financing of terrorism and other criminal conduct.

Money laundering: means the activity specified inthe Article 2 of the Act No. 297/2008 Coll. on some measures againstlegalization of revenues from criminal activities and terrorism financing, asamended (AML Act).

Financing of terrorism: means the activity specified inthe Article 3 of the Act No. 297/2008 Coll. on some measures againstlegalization of revenues from criminal activities and terrorism financing, asamended (AML Act).

Fraud: any act or omission, includinga misrepresentation that knowingly or recklessly misleads, or attempts tomislead, a party to obtain a financial or other benefit or to avoid anobligation.

Criminal conduct: conduct, which constitutes anoffence in any part of the world or would constitute an offence in any part ofthe world if it occurred there.

Issuing Bank: means the bank that hasissuedpayment card to the User as Cardholder.

Refund Eligibility Criteria: means the set of requirementsthat must be met by the User for sending the Refund request.

Refund request: means the request to be sent bythe User, by which the User requests the refund.

Funds: means a certain amount of funds(fiat currency and virtual assets (crypto-currency)) transferred to andaccumulated on the User’s Account (wallet).

All other terms and definitions in thisRefund Policy are used in the same meaning as under the Terms of Services.

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General conditions

The User who has paid for the Services,i.e. paid a transaction fee, or has funded his/her account (wallet) may requesta refund in accordance with the conditions set out herein.

Refund will only be considered where theUser complies with the Refund Eligibility Criteria in full.

Where the User fails to meet any of theRefund Eligibility Criteria, the Company shall have the right, in its solediscretion, to decline the User’s request for a refund.

Submission of Refund request does notguarantee that the User’s request will be satisfied.

In order to apply for a refund, the Usermust send the Refund request to the Company’s support e-mail: refund@valeto.co

All transactions/operations andinformation related to refund may be verified by the Company to preventProhibited Conduct.

The Company may request the User toprovide certain documents and information, including, but not limited to,identification documents, copy of the User’s Payment Card and Invoice or/andany other proof (evidence) of the fact that disputed payment was made.

In case if the User fails to provideappropriate documents and information within three (3) days upon the Company’srequest and/or in case of any doubts as to authenticity of provided documents,the Company shall be entitled to decline the User’s Refund request.

The Company shall process the User’sRefund request as soon as is reasonably practicable. Response times will varydepending on stated reasons for the request.

In any case, the Company shall notifythe User on the outcome (result) of the request in accordance with thetimescales set out herein.

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Other refund conditions

If the Company is unable to complete theUser’s Cryptocurrency Purchase order, the Company will let the User know and,if possible, the reasons for the refusal and an explanation of how to correctany factual errors. However, the Company will not notify the User if suchnotification would be unlawful/illegal. The Company will refund the User’s FiatCurrency payment to the payment account from which the User sent it, as long asthe Company is permitted to do so under applicable laws.

If at any time any Third-Party Servicescease to make their programs available to the Company on reasonable terms, theCompany may cease to provide such features to the User without entitling theUser to refund, credit, or other compensation.

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Refund

Without prejudice to other provisions ofthis Refund Policy, the User understands that due to the nature ofcryptocurrency markets, all transactions/operations are final andnon-reversible.

The User understands that in case if theUser sent cryptocurrency to the wrong account (wallet) address, the Companycannot support and/or refund the User, as the Company does not have any controlover the User’s wallets and/or any address the User sends its Cryptocurrencyto.

The User understands that it is his/hersole responsibility to be vigilant of any fraud or mistake and to keep itsprivate key safe. The Company will not take responsibility to issue refunds,regardless of whether the User were the victim of fraud, mistake or loss ofprivate key.

If for some reason the User’stransaction fails or is cancelled, the Company will make a refund to the User.

All Refund requests will only beaccepted for consideration where the notice (request) is received by theCompany no later than forty-eight (48) hours after made transaction/operation.

The Refund request should be provided tothe Company by the User to refund@valeto.co, and shall include the followinginformation:

All the details about thetransaction/operation;

Subject of the request;

Explanation of the reason(s) forrequesting a refund;

Contact information;

Supporting documents (proof);

Other information that the Userconsiders relevant to the Refund request.

The Refund request should be sent to theCompany’s e-mail address, specified above, with 'Refund Request’ in the subjectline.

In case of any additional questionsregarding the Refund Policy, the User shall contact the Support Team via thee-mail address, specified above.

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Processing timeline

Within 3 (three) Business Days as of thedate of Refund request receipt, the Company shall contact the User to requestfurther documents and information (if required), and the User shall providesuch documents and information as soon as reasonably practicable but no laterthan three (3) business days following such request, unless otherwise specifiedin this Refund Policy.

The Company shall notify the User bye-mail on its final decision regarding Refund.

If the Company agrees that the User isentitled to a refund, the Company will process the refund as soon as it isreasonably practicable.

The User understands that depending onthe User’s bank, the refund can take up to 10 (ten) business days or evenlonger. In case if the User still have not received its funds back, the Usershould send the Company a request to refund@valeto.co. If the User wishes toexpedite this process, the User shall contact the bank, as the Company cannotaccelerate the process.

The User will have no refund when:

requested by the Company to do so, theUser fails to provide the Company with information or/and document(s) withinthe terms set herein; and/or

If the Company suspects that the Userhas, or is, engaged in, or have in any way been involved in, fraudulent or anyillegal activity, including Prohibited Conduct;

The Company reserves the right to lockthe User’s Funds while Refund investigation is in process, which means that theFunds could be inaccessible during such investigation.

The Company at its sole discretionreserves the right to proportionally extend the Refund investigation time, ifthe User provides the documents and information requested by the Company withan (unjustified) delay.

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Chargebacks

The User understands that there are nochargebacks associated with cryptoprocessing, and all of the transactions onthe blockchain are final and irreversible.

The Company expects the User to contactit using the Company’s contact details to resolve any problem or issue relatedto his/her payments/transaction before the User makes any Chargeback request.

This Section does not affect any rightsand/or claims, which the User may have against the bank/financial institution.

The Company will investigate anyChargeback requests made by the User.

The Company reserves the right tosuspend User's account and lock User's Funds during the chargebackinvestigation procedure.

If the User selected a Payment Methodwhich gives the User chargeback rights (for example in relation to the User’scredit card, the User may ask his/her card provider to reverse a transaction onhis/her card), the User acknowledges and undertakes that he/she will onlyexercise this chargeback right if:

The Company have breached the Terms ofService; and/or

There was an unauthorised use of theUser’s payment instrument.

If the Company needs to investigate ortake any actions in connection with a chargeback raised by the User, theCompany may charge you for our costs in doing so.

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Miscellaneous

Any charges, which arise upon processingrefund, shall be borne solely by the User. Such charges will be deducted fromthe final amount of refund.

This Refund Policy will be amended fromtime to time if there is any change in the laws. Terms and conditions of theRefund Policy are subject to change by the Company and in the case of anyamendments, the Company will make an appropriate announcement.

The changes will apply after the Companyhas given notice.

In case if the User does not wish toaccept the revised Refund Policy, he/she should not continue to use theCompany’s Services.

If the User continues to use theServices after the date on which the change comes into effect, his/her use ofthe Services to be bound by the new Refund Policy.

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