Refund / Cancellation Policy
Platform: Geniuz Exchange (technology platform facilitating digital asset-related services) · Company: TRADEGENIUZ CAPITAL PRIVATE LIMITED
1. Scope
This policy applies to refund or cancellation requests for services facilitated on the Platform.
2. When refunds may apply
Subject to review, refunds may be considered for failed INR payments, duplicate credits/debits, overpayments, verified technical errors, or unprocessed orders where settlement did not occur.
3. Non-refundable situations
Completed VDA transfers or blockchain withdrawals are generally non-refundable. User errors including wrong wallet address, unsupported network choice, wrong transaction details, or mistaken instructions are normally non-refundable.
4. Failed or delayed transactions
Processing timelines are estimates only and depend on banking rails, partner systems, reconciliation, compliance checks, and network conditions. A delay does not by itself create automatic refund eligibility.
5. Fees and statutory deductions
Service fees, network fees, taxes, TDS, GST, and statutory deductions may be non-refundable unless required by applicable law.
6. Chargebacks and reversals
The Company may challenge disputed chargebacks where service evidence exists and may restrict accounts where chargeback misuse, fraud indicators, or payment abuse is detected.
7. Account restrictions and holds
Refund requests may be declined or deferred where fraud risk, sanctions screening, AML concerns, legal process, or unresolved verification issues exist. Nothing in this policy limits mandatory consumer rights where applicable.
8. Contact and grievance
Support: support@geniuzexchange.com
Grievance: grievance@geniuzexchange.com
Acknowledgement target: 24 hours | Resolution target: 30 working days, subject to complexity and legal requirements.