Refund & Cancellation Policy

PiPExchange is an online currency exchange service. When you place an order, you ask us to:

• receive one currency from you (for example, crypto, e-money or fiat), and
• send a different currency to your chosen account or wallet.

Once we have executed the payout in the target system, this operation usually cannot be reversed. Because of this, refunds work differently from typical online shopping or digital subscriptions.

This Policy is part of the PiPExchange Terms of Service. If there is any conflict between the two, the Terms of Service prevail, but we try to keep them fully aligned and consistent.

This Policy applies to all users who:

• place exchange orders on PiPExchange, with or without an account, and
• communicate with us about cancellations, refunds or disputes related to those orders.

Before you make a payment to us, always double-check:

• the exchange direction (for example, “You send” and “You receive”),
• the amount you are sending,
• the payout details (wallet address, email or bank data), and
• the rate, fee and expected payout displayed in the order summary.

If something looks incorrect, please cancel the order before sending any funds and create a new one with the correct data.

Exchange rates on PiPExchange are often reserved only for a limited time window. If you delay your payment, we may need to:

• recalculate the payout at the current rate, or
• cancel the order and ask you to create a new one.

Sending funds to an expired order may lead to delays and manual handling. In some cases, only a partial refund might be possible after deducting reasonable costs and network fees.

If you have created an order but have not sent any funds yet, you can usually cancel it at any time by:

• using the cancellation option in your order page or profile, or
• contacting our support team with your order number.

In this case, no refund is needed because we have not received any money or crypto from you.

If you sent funds to us but we have not yet executed the payout to your destination account, you should contact support immediately with:

• your order number,
• proof of payment (transaction hash or reference), and
• a clear request to cancel and receive a refund.

We will review whether cancellation and refund are still possible at that stage. If we can refund, we may deduct:

• network fees or bank charges already incurred, and
• reasonable processing or compliance-related costs.

Once we have sent the payout to your specified destination (crypto wallet, PayPal account, bank, or other payment system), the transaction is typically final and non-reversible.

In these cases we generally cannot cancel the order or provide a refund. If a mistake was made in the payout details you provided, you may need to contact the payment system or wallet owner directly.

Subject to compliance checks and risk rules, we may consider a refund when:

• we cannot complete the order due to reasons on our side (for example, a technical failure or an unexpected reserve issue),
• we are legally prevented from completing the payout (for example, sanctions or regulatory restrictions affecting the target account), or
• both parties clearly agree that cancellation and refund is the best outcome before payout is sent.

In such cases we will normally return funds to the original source account or wallet, where reasonably possible.

When we issue a refund, we may deduct:

• non-recoverable network fees or blockchain commissions,
• irreversible payment-provider fees (for example, PayPal or bank charges), and
• reasonable administrative or compliance costs related to the case.

We aim to be transparent and will explain the basis of any deductions made.

Refunds are generally not provided when:

• the payout has already been executed successfully to the destination you provided,
• you provided incorrect payout details and funds reached the wrong but valid account,
• you changed your mind after the payout was sent, or
• losses are caused by market movements or exchange rate changes after the order is completed.

Crypto transfers on most blockchains are irreversible. Once a transaction has sufficient confirmations on the network:

• we cannot “cancel” or “recall” it, and
• refunds can only be made, if approved, by sending a new transaction, which will require additional network fees.

This is why correct wallet addresses, networks and tags/memos are critical.

If you send crypto:

• to the wrong network (for example, ERC20 vs TRC20),
• to an incomplete or invalid address, or
• without the required tag/memo (for example on XRP, XLM, etc.),

it may be impossible or extremely difficult to recover. In such cases, a refund may not be possible even if the error is noticed quickly.

If a recovery is technically possible but requires significant manual work, we may charge a recovery fee which will be discussed with you in advance.

If something is unclear or you believe there is a problem with your order, please contact us first through our official support channels. In many cases, we can resolve issues faster and more accurately than through external dispute processes.

If you request a chargeback or payment reversal after a completed exchange without a valid reason, we will provide the payment provider with evidence showing that:

• we received funds from you as described, and
• we sent the agreed payout to the destination you specified.

We reserve the right to:

• limit or block further access to PiPExchange, and
• seek recovery of any losses, fees or penalties caused by unjustified chargebacks.

PiPExchange is not responsible for disputes between you and:

• the owner of the payout account or wallet you specified, or
• other persons who may have access to your payment accounts.

Our responsibility is limited to correctly executing the exchange based on the data you provided and our Terms of Service.

If the amount we receive is lower than indicated in your order:

• we may adjust the payout proportionally to the amount actually received, or
• at our discretion, cancel the order and refund the funds (minus fees) if the amount is too small to process.

Creating multiple new orders in an attempt to “fix” the amount can delay resolution and is not recommended. Please contact support instead.

If you send more than indicated in the order, we will normally:

• either increase the payout proportionally (if reasonable), or
• refund the extra amount to the original source minus relevant fees.

For large overpayments, additional verification may be required before we can process any refund or adjustment.

If you accidentally send the same payment twice or create multiple orders using the same transfer:

• contact support immediately and provide all transaction references, and
• avoid creating additional new orders trying to correct the mistake yourself.

We will review the case and either allocate funds to a single order or refund the excess, taking into account applicable fees and verification requirements.

Unless we clearly agree otherwise in writing, any refund will be made:

• in the same currency and via the same method that we originally received from you,
• to the same source account or wallet, where reasonably possible.

We generally do not provide refunds in a different currency than the one you used to fund the order.

PiPExchange is not responsible for any profit or loss due to market movements between:

• the time you created the order,
• the time we received your payment,
• the moment we executed or refunded the transaction.

Refunds are typically based on the nominal amount actually received in the original currency, minus relevant fees, and not on any later exchange rate.

Some charges are outside of our control and remain non-refundable, such as:

• blockchain network fees,
• irreversible e-wallet or card-processing fees, and
• bank transfer charges already applied.

We may also retain previously disclosed service fees in cases where the service was already substantially performed.

To request a refund or cancellation, please contact us using the channels listed on the Contact / Support section of our website (for example, support email, live chat or ticket system if available).

To handle your request efficiently, please include:

• your PiPExchange order number,
• the exchange direction and amount (for example, “USDT → PayPal EUR, 500”),
• the date and approximate time of payment,
• a screenshot or link confirming the transaction, and
• a short description of what went wrong and what you are requesting.

If we need additional information or documents to verify your identity or review the case, we will let you know.

We aim to acknowledge refund-related requests within a reasonable time during our working hours. Complex cases, especially those involving third-party payment providers or compliance checks, may take longer to fully resolve.

PiPExchange does not provide investment advice or guarantee any profit. Refunds described in this Policy relate only to operational issues with exchange orders, not to gains or losses caused by market volatility or your trading decisions outside of our platform.

We may update this Refund & Cancellation Policy from time to time to reflect changes in our service, applicable law or industry practice. When we do:

• we will update the “Last updated” date on this page, and
• where appropriate, provide additional notice inside your account area or by email.

This Policy is written to be practical and understandable for typical users of PiPExchange. It is not a substitute for personalised legal advice.

Important: this document is a template and starting point. Before using it as your formal Refund & Cancellation Policy, it should be reviewed and adjusted by a qualified lawyer who understands your exact corporate structure, jurisdictions and risk model.