Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy ("Policy") explains the terms and conditions under which NomercyX ("we," "our," or "us") may provide refunds or process cancellations for services provided through our cryptocurrency exchange platform. This policy is designed to protect both our users and our business while ensuring fair and transparent practices.

By using our services, you acknowledge that you have read, understood, and agree to be bound by this policy. Please read this policy carefully before using our services or making any payments.

2. Nature of Cryptocurrency Trading

2.1 Irreversible Transactions

• Blockchain Finality: Cryptocurrency transactions are recorded on immutable blockchains
• No Chargebacks: Unlike traditional payment methods, cryptocurrency transactions cannot be reversed
• User Responsibility: Users are responsible for verifying transaction details before confirmation
• Network Confirmations: Once confirmed by the network, transactions are permanent

2.2 Service-Based Platform

• NomercyX provides trading and exchange services, not physical products
• Our services are consumed immediately upon execution
• Trading decisions are made by users at their own discretion
• Market movements and trading outcomes are beyond our control

3. Trading Fees and Charges

3.1 Non-Refundable Trading Fees

• Maker Fees: Fees for orders that add liquidity to the order book
• Taker Fees: Fees for orders that remove liquidity from the order book
• Withdrawal Fees: Network fees for processing cryptocurrency withdrawals
• Deposit Fees: Processing fees for certain deposit methods (if applicable)
• Premium Service Fees: Fees for advanced trading features or services

3.2 Exceptions for Fee Refunds

In exceptional circumstances, we may consider fee refunds for:

• Platform Errors: Technical errors on our platform that result in incorrect fee charges
• System Malfunctions: Documented system failures that affect trade execution
• Duplicate Charges: Accidental duplicate fee charges due to technical issues
• Unauthorized Transactions: Proven cases of unauthorized account access

4. Order Cancellation Policy

4.1 Pending Orders

• Limit Orders: Can be cancelled if not yet matched
• Stop Orders: Can be cancelled before trigger conditions are met
• Conditional Orders: Can be cancelled before execution conditions are satisfied
• Scheduled Orders: Can be cancelled before the scheduled execution time

4.2 Executed Orders

• No Cancellation: Executed orders cannot be cancelled or reversed
• Immediate Settlement: Trades are settled immediately upon execution
• Market Orders: Execute immediately and cannot be cancelled once submitted
• Partial Fills: Partially filled orders can have remaining portions cancelled

4.3 Cancellation Process

• Orders can be cancelled through the trading interface
• Cancellation requests are processed on a best-effort basis
• Orders may execute before cancellation requests are processed
• No guarantee that cancellation requests will be successful
• System delays may prevent timely cancellation

5. Deposit and Withdrawal Policies

5.1 Cryptocurrency Deposits

• Irreversible Nature: Cryptocurrency deposits cannot be reversed once confirmed
• Wrong Address Deposits: Funds sent to incorrect addresses cannot be recovered
• Network Confirmations: Deposits require network confirmations before crediting
• Minimum Amounts: Deposits below minimum thresholds may not be credited
• Unsupported Assets: Deposits of unsupported cryptocurrencies may be lost

5.2 Fiat Deposits

• Bank Transfers: May be reversible within banking system timeframes
• Credit Card Deposits: Subject to card issuer policies and chargeback rules
• Processing Fees: Third-party processing fees are non-refundable
• Failed Deposits: Failed deposits will be returned minus processing costs

5.3 Withdrawal Cancellations

• Pending Withdrawals: May be cancelled before processing begins
• Processing Withdrawals: Cannot be cancelled once processing has started
• Broadcast Transactions: Cannot be cancelled once broadcast to the network
• Security Reviews: Withdrawals under security review may be cancelled

6. Subscription and Premium Services

6.1 Premium Account Features

• Monthly Subscriptions: Billed monthly in advance
• Annual Subscriptions: Billed annually with potential discounts
• Feature Access: Immediate access to premium features upon payment
• API Access: Enhanced API rate limits and features
• Advanced Tools: Access to professional trading tools

6.2 Subscription Refund Policy

• 7-Day Window: Refund requests must be made within 7 days of purchase
• Limited Usage: Refunds may be denied if services have been extensively used
• Pro-rated Refunds: Partial refunds based on unused service period
• Cancellation Process: Subscriptions can be cancelled to prevent future charges
• No Partial Month Refunds: Monthly subscriptions are not pro-rated for partial months

6.3 Service Discontinuation

• If we discontinue a premium service, unused portions may be refunded
• Alternative services of equal value may be offered instead of refunds
• Reasonable notice will be provided before service discontinuation
• Refunds will be processed in the original payment method when possible

7. Refund Request Process

7.1 Eligibility Criteria

To be eligible for a refund, requests must meet the following criteria:

• Timely Request: Submitted within applicable timeframes
• Valid Reason: Based on legitimate grounds as outlined in this policy
• Documentation: Supported by appropriate evidence or documentation
• Account Standing: Account must be in good standing
• Compliance: No violations of terms of service

7.2 Request Submission

• Support Ticket: Submit through our customer support system
• Required Information: Include transaction details, timestamps, and reason
• Supporting Evidence: Provide screenshots, error messages, or other proof
• Contact Information: Ensure contact details are current and accurate
• Response Time: Initial response within 48-72 hours

7.3 Review Process

• Initial Review: Customer support team reviews the request
• Technical Investigation: Technical team investigates if required
• Management Approval: Senior management approval for significant refunds
• Decision Communication: Written decision provided to customer
• Processing Time: 5-10 business days for most requests

8. Dispute Resolution

8.1 Internal Dispute Process

• First Level: Customer support team handles initial disputes
• Escalation: Unresolved disputes escalated to management
• Review Panel: Complex cases reviewed by internal panel
• Final Decision: Management provides final internal decision
• Documentation: All decisions documented and communicated

8.2 External Dispute Resolution

• Mediation: Third-party mediation services available
• Arbitration: Binding arbitration as specified in Terms of Service
• Regulatory Complaints: Complaints to relevant regulatory authorities
• Legal Action: Court proceedings as last resort

8.3 Consumer Protection

• Compliance with applicable consumer protection laws
• Fair treatment of all customer complaints
• Transparent dispute resolution process
• Regular review of dispute resolution procedures

9. Special Circumstances

9.1 Platform Errors and Malfunctions

• System Outages: Compensation for losses due to extended outages
• Price Feed Errors: Adjustments for incorrect price data
• Order Execution Errors: Correction of erroneous trade executions
• Account Balance Errors: Correction of incorrect balance calculations
• Security Breaches: Compensation for losses due to security failures

9.2 Regulatory Changes

• Service discontinuation due to regulatory changes
• Refunds for unused services affected by new regulations
• Compliance with regulatory refund requirements
• Customer notification of regulatory impacts

9.3 Force Majeure Events

• Natural disasters affecting service availability
• Government actions or legal restrictions
• Network-wide blockchain issues
• Cyber attacks on critical infrastructure
• Pandemic or health emergency restrictions

10. Refund Processing

10.1 Processing Methods

• Original Payment Method: Refunds processed to original payment source when possible
• Cryptocurrency Refunds: Refunded in the same cryptocurrency when applicable
• Fiat Refunds: Bank transfers or card refunds for fiat payments
• Account Credits: Platform credits as alternative to cash refunds
• Processing Fees: Third-party processing fees may be deducted

10.2 Processing Timeframes

• Cryptocurrency Refunds: 1-3 business days
• Bank Transfer Refunds: 3-7 business days
• Credit Card Refunds: 5-10 business days
• Account Credits: Immediate upon approval
• Complex Cases: Up to 30 days for investigation

10.3 Refund Limitations

• Refunds limited to amounts actually paid to NomercyX
• No compensation for market losses or opportunity costs
• Processing fees and third-party costs may be non-refundable
• Currency conversion rates may affect refund amounts
• Maximum refund limits may apply to certain services

11. Contact Information

For refund requests, cancellations, or questions about this policy:

12. Policy Updates

We may update this Refund and Cancellation Policy from time to time. Changes will be communicated through:

• Email notifications to registered users
• Platform notifications and announcements
• Updates to the policy page with revision dates
• Social media and blog announcements for major changes

Continued use of our services after policy updates constitutes acceptance of the revised terms.