# Refund Policy for Completed Payments - Cards

**1. Scope**

This policy applies to all completed payments made through our platform, including card transactions, digital payments, and over-the-counter settlements.

### **2. Eligibility for Refunds**

* Refunds may only be issued for transactions that have been **successfully completed** and where:
  * The merchant approves a refund request.
  * There is a proven case of transaction error, duplicate charge, system fault, or non-delivery of goods/services.
* Refund requests must be submitted within **30 days** of the original transaction date unless otherwise required by law or card network regulations.

### **3. Refund Processing Method**

* Refunds will be processed **using the same payment channel used for the original transaction**, subject to the merchant and card network rules.
* For card transactions:
  * If a refund is issued by the merchant, it is returned via **the card payment network (e.g., VISA, Mastercard)**.
  * Refunds **cannot be converted into cash, cryptocurrency, or withdrawn to other payment methods**, unless expressly approved as an exception by the compliance team.
* For crypto-settled transactions:
  * Settlement occurs in cryptocurrency; however, **refunds from merchants are not issued in crypto**.
  * Refunds are reflected as **account balance only**, not as available cryptocurrency.

### **4. Account Credit**

* Once a refund is received, the amount will be credited to the user's **platform account balance**.
* Balances from refunds:
  * Can be used for **future transactions on the platform**.
  * **Cannot be directly withdrawn**, exchanged, or transferred into Turkish Lira, cryptocurrency, or any external wallet.

### **5. Exception Requests**

* Users may request an exemption where withdrawal or conversion of refund balance is required.
* Any exception will be **subject to internal review and approval** by the compliance and risk team.
* Approval is **not guaranteed** and evaluated on a **case-by-case basis**.

### **6. Processing Time**

* Refund timelines depend on the merchant and card network, typically **7–30 business days**.
* In the case of disputes, resolution may take **up to 60 days**, subject to the card scheme rules.

### **7. Refund Disputes**

* If a merchant refuses to process a refund, users may request a dispute investigation.
* To initiate a dispute, users must provide:
  * Proof of transaction
  * Evidence of claim (e.g., non-delivery, duplicate charge)
  * Merchant communication

### **8. Non-Refundable Items**

Refunds will not apply to:

• Dispute ID\
• Transaction ID\
• Amount\
• Reason for your claim (e.g., unauthorized charge or suspected fraud)\
![:warning:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/26a0-fe0f@2x.png) If the charge is unauthorized or involves fraud, the cardholder must cancel the card immediately to prevent further issues, and if is another reason, the cardholder to must provide an explanation and support.

### **9. Policy Updates**

We reserve the right to amend this policy at any time to reflect regulatory updates, operational changes, or platform improvements. Users will be notified of any material changes.

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