Refund & Cancellation Policy

Effective Date

04.06.2025

Company Information

Company Name: PPrince EX s.r.o.

Address: Na Čečeličce 425/4, Smíchov, 150 00 Prague 5, Czech Republic

Company Number: 21602735

1. Scope & Intent

This policy outlines the terms and conditions for refunds and cancellations applicable to both individual (B2C) and business (B2B) clients using PPrince.io’s digital asset exchange services. Our objective is to ensure clarity, fairness, and accountability when resolving payment-related matters.

2. Conditions Under Which Refunds May Be Granted

Refunds may be considered in the following situations:

  • Unauthorized transactions on your account
  • System-level technical errors resulting in failed, duplicated, or inaccurate transactions
  • Charges where the purchased crypto asset or service was not delivered as expected
3. Non-Refundable Scenarios

Refunds will not be issued in the following cases:

  • User errors, including incorrect wallet addresses or network selection
  • Requests based on price fluctuations, market conditions, or timing
  • Services that were delivered as agreed and later reconsidered by the user
  • Requests submitted after the 30-day resolution window
  • Services explicitly labelled as non-refundable
4. Filing a Refund Request

To request a refund, contact our support team at [email protected] within 30 calendar days from the transaction date.

Please include the following information:

  • Account details (email address or business ID)
  • Transaction hash or payment reference
  • Reason for the refund request
  • Supporting documents or screenshots

Additional information may be requested to properly review your case.

5. Processing Timeline

Refund requests are typically reviewed within 5 business days. If approved, refunds are issued within 3 business days to the original payment method or an equivalent wallet, depending on transaction type.

6. Decision-Making & Authority

All refund decisions are made at the sole discretion of PPrince.io. Decisions are based on transaction records, compliance requirements, and adherence to usage policies. We reserve the right to deny requests that fall outside this policy or are deemed abusive or fraudulent.

7. Contact Information

For any questions or concerns regarding this Refund & Cancellation Policy, please contact us at: [email protected]