Refund Policy

The refund procedure by the Emirex International (hereinafter Emirex or we, us and our) possessing and operating an internet website https://emirex.com/ (hereinafter Website), operated under Bitomni S.R.O. and is authorized by the Czech Republic Financial Analytical Office (Finanční analytický úřad) as a provider of services related to virtual assets under registration number 17676967, license number (ID RZP) is 14571161, is governed by this Refund Policy, which is an integral part of our Terms and Conditions. We want you to have a satisfactory experience with our Services, that is why Emirex guarantees the right to apply for a refund in cases provided below. You in particular have the right to change your mind in case your Emirex Account was already funded and to request your funds to be returned. We will treat your requests with all due respect and care.

1. REFUND REQUEST

THIS REFUND POLICY IS APPLICABLE ONLY TO YOUR FUNDS DEPOSITED TO EMIREX ACCOUNT, AND TO REWARDS, CHARGES AND/OR COMMISSIONS PAID TO EMIREX. REFUND AMOUNT CANNOT EXCEED THE TOTAL AMOUNT OF FUNDS DEPOSITED TO YOUR EMIREX ACCOUNT. YOU AGREE THAT EMIREX IN ITS SOLE DISCRETION SHALL HAVE THE RIGHT TO DECLINE YOUR REFUND REQUEST.

1.1. The refund request must be initiated within 14 (fourteen) days after the transaction in question has taken place.
1.2. Refund Request Procedure:
1.2.1. if you want to request a refund, you shall send a request in a free form to the email support@emirex.com, with a “Refund Request” in a subject line;
1.2.2. Emirex support team will send you a refund form (“Refund Form”) and you shall file it and return to the same email address;
1.2.3. after Emirex support team reviews Refund Form and verifies data stipulated therein;
1.2.4. our support team may request additional documents from you subject to provision within 3 (three) days, including but not limited to: identification document, bank or payment system transaction document, a photo of your payment card that is a subject to a disputed transaction and/or Website interface screenshot with a transaction under question.
1.3. If information in your Refund Form is incorrect or false, or if you fail fulfill the Refund Request Procedure, or if you fail to present requested documentation to our support team within 3 (three) days, or in case such documents delivered by you are not authentic or relevant, such refund request shall be deemed invalid and Emirex have the right to decline it.
1.4. All refunds are subject to AML/CFT/KYC compliance. Emirex cannot guarantee that your refund request will be satisfied unless it is fully compliant with a relevant applicable legislation.

2. REFUND PROCESSING

2.1. When the Refund Request is filed and all documents requested submitted, Emirex shall respond to you within 14 (fourteen) banking days.
2.2. Approved refunds shall be processed by Emirex within 14 (fourteen) banking days after the date when you are informed on decision to satisfy your refund request.
2.3. Please note that we have the right to suspend your Emirex Account for the period of refund request review process.
2.4. Emirex provides the refund only using the same payment method and only to the account that was used by you to deposit funds in question. If such payment method or account are unavailable, the refund cannot be provided. We do not perform refunds to your other accounts, in favor of any third parties or in cash.

3. USE OF CHARGEBACK

3.1. You shall resolve refund issues with Emirex before contacting banks or financial institutions with a chargeback request. Otherwise, Emirex cannot guarantee that the time periods prescribed by this Refund Policy for review or for refund processing will be complied with.
3.2. In case you have initiated a chargeback procedure with your bank or other financial institution, Emirex will investigate such chargeback request within a reasonable term and will inform your bank or financial institution whether transaction in question has been cancelled.
3.3. Please, note that Emirex have the right to suspend your Emirex Account for the period of chargeback investigation process.

4. REFUND CHARGES

4.1. All bank, financial institution, and other transactional charges applicable to a refund shall be borne solely by you, and in case such charges are associated with Emirex performing a refund transaction – such charges shall be deducted from a refund amount.
4.2. In case you provide wrong details that prevent us from executing a refund, all associated fees arising from correcting and processing such refund shall be borne solely by you.

5. MISCELLANEOUS

5.1. Emirex may amend this Refund Policy anytime, notifying you about the most important amendments. In case you do not accept such amendments, you should initiate a closure of your Emirex Account and immediately stop using our Services.
5.2. We will execute all necessary procedures to fulfill our refund obligations before you under the terms and conditions of this Refund Policy and according to applicable legislation.