Refund Policy

REFUND POLICY
Emiverse SVG LLC

This Refund Policy (the “Policy”) is issued by Emiverse SVG LLC (the “Company”), a company incorporated in Saint Vincent and the Grenadines, which operates the platform available at emirex.com under the “Emirex” brand (the “Platform”).

This Policy sets out the terms and conditions under which users may request refunds in connection with the Company’s Services.

1. GENERAL PROVISIONS

This Policy applies solely to funds deposited by users into their accounts on the Platform, as well as to any fees, charges, or commissions paid to the Company in connection with the use of the Services.

Due to the nature of digital asset transactions and financial services provided by the Company, all transactions are generally considered final and non-reversible once executed. Refunds are therefore granted only in limited circumstances and at the sole discretion of the Company.

The amount of any refund, if approved, shall not exceed the total amount of funds deposited by the user in relation to the relevant transaction.

All refund requests are subject to compliance with the Company’s AML/CFT/KYC obligations and applicable legal requirements.

2. REFUND REQUEST

A user may submit a refund request within fourteen (14) calendar days from the date of the relevant transaction.

To initiate a refund request, the user must submit a request via email to support@emirex.com, clearly indicating “Refund Request” in the subject line and providing sufficient details of the transaction in question.

Upon receipt of the request, the Company may provide the user with a refund form (the “Refund Form”), which must be duly completed and returned by the user within a reasonable timeframe.

The Company reserves the right to request additional information or documentation as part of the review process, including, without limitation, identification documents, transaction confirmations, payment method verification, or screenshots of the relevant transaction interface.

Failure to provide accurate, complete, and timely information, or submission of false or misleading documentation, may result in the rejection of the refund request.

3. REFUND PROCESSING

Following receipt of a complete refund request and all supporting documentation, the Company shall review the request within a reasonable period, which may extend up to fourteen (14) business days.

Where a refund is approved, the Company shall process the refund within fourteen (14) business days from the date of approval, subject to operational and technical constraints, including those of third-party service providers.

The Company reserves the right to temporarily suspend or restrict the user’s account for the duration of the refund review process where deemed necessary for security, compliance, or risk management purposes.

Refunds, if approved, shall be made using the same payment method and to the same account used by the user for the original transaction. Refunds to alternative accounts, third parties, or in cash are not permitted.

4. CHARGEBACKS

Users are expected to contact the Company and attempt to resolve any refund-related issues directly prior to initiating a chargeback request with a bank or financial institution.

In the event that a chargeback is initiated, the Company reserves the right to investigate the matter and provide relevant information to the user’s financial institution, including confirmation of the transaction and its status.

The Company may suspend or restrict the user’s account during the course of any chargeback investigation.

5. FEES AND CHARGES

Any fees, charges, or costs associated with processing a refund, including but not limited to banking fees, payment processor fees, or currency conversion charges, shall be borne by the user and may be deducted from the refund amount.

Where a refund cannot be processed due to incorrect or incomplete payment details provided by the user, the Company reserves the right to recover any additional costs incurred in correcting and processing the refund.

6. COMPLIANCE CONSIDERATIONS

All refund requests are subject to the Company’s internal compliance procedures, including AML, CFT, and KYC requirements.

The Company reserves the right to refuse or delay a refund where required to comply with applicable laws, regulatory obligations, sanctions requirements, or internal risk management policies.

7. AMENDMENTS

The Company reserves the right to amend or update this Policy at any time. Any changes shall become effective upon publication on the Platform.

Continued use of the Services following such amendments shall constitute acceptance of the updated Policy. If a user does not agree with the updated terms, the user must cease using the Services and may request account closure.

8. FINAL PROVISIONS

This Policy shall be read in conjunction with the Company’s Terms of Use, Privacy Policy, and AML/KYC Policy, which together govern the user’s relationship with the Company.

The Company reserves the right to take any actions it deems necessary to protect its operations, users, and compliance framework, including in connection with refund requests and related processes.