Effective Date: 04.06.2025.
1. Scope & Intent
This policy outlines the terms and conditions for refunds and cancellations applicable to both individual clients (B2C) and business clients (B2B) using PPrince.io's digital asset exchange services. Our aim is to ensure clarity, fairness, and accountability in the resolution of payment-related issues.
2. Conditions Under Which Refunds May Be Granted
Refunds may be considered under the following circumstances:
- An unauthorized transaction was made on your account.
- A system-level technical error caused a failed, duplicated, or inaccurate transaction.
- You were charged, but the purchased crypto asset or service was not delivered as expected.
3. Non-Refundable Scenarios
We do not issue refunds in the following situations:
- Errors caused by the user, including wrong wallet addresses or network selection.
- Requests based on price movement, market conditions, or timing.
- Services were rendered as agreed, and the user later changed their mind.
- Any request submitted after the 30-day resolution window.
- If the request is related to services explicitly labelled as non-refundable.
4. Filing a Refund Request
To request a refund, please contact our support team at support@pprince.io within 30 calendar days from the transaction date.
Provide the following details:
- Account information (email or business ID)
- Transaction hash or payment reference
- Reason for the refund request
- Any supporting documents or screenshots
We may request further information before processing your case.
5. Processing Timeline
Refund requests are generally reviewed within 5 business days. If approved, refunds are issued within 3 business days either to the original payment method or to an equivalent wallet, depending on the nature of the transaction.
6. Decision-Making & Authority
All refund decisions are at the sole discretion of PPrince.io. Approval is based on transaction records, compliance checks, and usage policy adherence. We reserve the right to deny any request that falls outside of this policy or is found to be abusive or fraudulent.
7. Contact Information
For questions or concerns regarding this policy, please reach out to us at: support@pprince.io
Company Name: PPrince EX S.R.O
Address: Na Čečeličce 425/4, Smíchov, 150 00 Prague 5, Czech Republic
Company Number: 21602735
