Last update: 01/12/2024
PLEASE READ THIS RETURN POLICY CAREFULLY. BY ACCESSING OR USING OUR SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO ALL TERMS OF THIS RETURN POLICY AND OUR USER AGREEMENT. IF YOU DO NOT ACCEPT THIS RETURN POLICY (AND/OR ANY CHANGES, MODIFICATIONS, ADDITIONS, AND/OR AMENDMENTS TO IT) – DO NOT USE THIS PLATFORM. IN CASE OF CONFLICT BETWEEN THIS VERSION AND ITS TRANSLATIONS (IF APPLICABLE), THE ENGLISH VERSION TAKES PRECEDENCE.
This Return Policy (from now on referred to as the “POLICY”) is part of the YOURHODL User Agreement (from now on referred to as the “User Agreement”). Unless otherwise stated, terms used in this POLICY have the same meanings as in the User Agreement.
NOTE
YOURHODL will only accept refund requests if the contract has not been provided (activated) to the User within 48 hours.
NOTE:
- This Refund Policy deals exclusively with Transaction Fees and User Funds.
- YOURHODL agrees to make every effort to assist Users in the event of any disputes related to the return of purchased mining contracts and another services.
- Refund requests exceeding the original amount are prohibited.
DEFINITIONS
Return Eligibility Criteria: A set of requirements that USERS must meet to qualify for a Return or Refund.
Refund Form: The USER must fill out the YOURHODL Refund Form when requesting a refund of their Funds.
Initial Refund Amount: the exact amount of the Transaction.
Refund: a refund of the Transaction amount paid by the User for a particular Transaction.
Transaction Fee: any fee a bank/financial institution charges to process a valid refund request.
All other terms and definitions in this Refund Policy have the same meaning as in the User Agreement.
GENERAL TERMS AND CONDITIONS
A User who has paid for YOURHODL Services may request a Refund or Return using the Return Eligibility Criteria below. YOURHODL will only consider a Refund/Return if the USER fully complies with the Return Eligibility Criteria. If the User fails to meet any of the Return Eligibility Criteria, YOURHODL shall have the right, at its sole discretion, to reject the User’s request for a Return. To request a Return, the User must submit a Return request to support@yourhodl.market customer support.
To prevent unfair behavior, YOURHODL may verify all payments and information related to the Refund/Return. In such cases, YOURHODL may request the USER to provide certain documents, including but not limited to identification documents, a copy of the USER’s payment card and payment receipt, or any other proof demonstrating that the USER made the disputed payment. If User fails to provide the relevant documents or information within three (3) days of YOURHODL’s request, or if there is any doubt as to the authenticity of the records provided, YOURHODL shall have the right to reject User’s request for a Refund. YOURHODL will process the User’s request for a Refund as soon as possible. The response time will vary depending on the stated reasons for the request. In any case, YOURHODL will notify the User of the results of the request by the timeframes specified. The Return Request will be approved or denied only after a thorough review by YOURHODL. NOTE: Submitting a Return request does not guarantee that User’s request will be honored.
RETURN ELIGIBILITY CRITERIA
All Refund requests will be accepted if, and only if, YOURHODL receives notice by forty-eight (48) hours after the Transaction. The USER must notify YOURHODL by completing a Return Request, which must be sent to YOURHODL Support at support@yourhodl.market with the subject line “Return Request.” YOURHODL will process refunds using the same means of payment used by the USER unless the USER has explicitly agreed otherwise.
PROCESSING TIMEFRAME
Within fifteen (15) business days of receipt of a Request for Return, YOURHODL will contact User to request additional information (if required), and User shall provide such information as soon as possible, but in any event, no later than fourteen (14) days after such request. YOURHODL will notify the User by e-mail of its final decision regarding the Refund:
- within fifteen (15) business days of receipt of the last additional document or information requested;
- within twenty (20) business days of receiving the Return request, unless YOUHODL requests additional information or documents.
YOURHODL will process the Refund without unreasonable delay and, in any event, within fourteen (14) days from the day YOURHODL confirms that the USER is entitled to a Refund. The USER will not receive a Refund:
- If, at YOURHODL’s request, the User fails to provide YOURHODL with the information or/and document(s) within the prescribed time frame;
- If YOURHODL suspects that User has been or is a participant or has in any way engaged in fraudulent or illegal activity, including dishonest behavior;
- If YOURHODL suspects that the USER has been or is involved in fraudulent or illegal activity, including dishonest behavior, or if there is no basis for a Refund, YOURHODL reserves the right to deny the Refund request.
Note: YOURHODL reserves the right to block User’s Funds during an investigation of a Refund request, which means that Funds may not be available during such investigation.
OTHER PROVISIONS
Any fees incurred in processing a Refund must be paid solely by the USER. YOURHODL will deduct these fees from the final amount of the Refund. In the event of a Return, YOURHODL will charge a commission of 10% of the returned amount unless otherwise specified. YOURHODL may amend this Returns Policy from time to time in response to changes in legislation. YOURHODL will notify the USER of any changes to the Returns Policy, which will take effect upon notification. If the USER does not accept the revised Returns and Refunds Policy, they must discontinue using YOURHODL Services. By continuing to use the Services after the effective date of the changes, the USER accepts the new Refund Policy.
