Plumex.io

Document Control

• Document: Refund / Cancellation / Chargeback Policy (Consumers)
• Version: 1.0
• Effective date: 16 December 2025
• Contracting entity: LMLP consulting, s.r.o. (Czech Republic), IČO 22380949
• Covered domains / services: plumex.io + any official Plumex app(s) (if applicable)
• Language: English
• Jurisdiction (intended): Czech Republic (subject to mandatory consumer protections)

1. Purpose

This Refund Policy explains when cancellations, refunds, reversals and chargebacks may be available for consumer users of the Plumex platform. This policy must be read together with the Terms & Conditions (Individuals) and the Complaints Handling Policy (Consumers).

2. Scope

This policy covers the following scenarios:

• Swaps (exchange of one crypto-asset for another)
• Crypto-asset deposits and withdrawals (blockchain transfers)
• Internal transfers within the platform (if enabled)
• Fiat-related features (if enabled), including bank transfers, cards, and top-ups (if enabled)
• Cash in/out services provided by third-party cash partners (if enabled)

Some features may not be available in all jurisdictions or for all users. Where a feature is enabled, applicable third-party terms and dispute routes will be made available to you before you use the feature.

3. Key principles

• Executed swaps are generally final and cannot be cancelled.
• Blockchain transfers are generally irreversible once broadcast to the network.
• Refunds and reversals may be limited by technical constraints, network conditions and third-party provider rules.
• We may refuse or delay a refund where required by law, sanctions, AML/CTF controls, fraud prevention, or security measures.
• Mandatory consumer rights under applicable law are not excluded by this policy.

4. Swaps

When you confirm a Swap, you instruct us to execute it at the rate, fees and total shown before confirmation.

4.1 Cancellation before execution

A Swap can be cancelled only if it is still marked “Pending” and the Platform displays an option to cancel. If the Platform does not show a cancellation option, the Swap cannot be cancelled because it is already being executed or has been executed.

4.2 Finality after execution

Once a Swap is executed, it is final and cannot be cancelled or reversed, except as described in Section 4.3 (manifest error) or where required by law.

4.3 Manifest error

A “manifest error” means a demonstrable technical malfunction (for example: duplicate execution, incorrect fee application, or a materially incorrect quote caused by a system error) that is objectively verifiable from our logs. Where a manifest error is confirmed, we may correct, void or reverse the affected record only to the extent technically feasible and legally permitted. Where blockchain settlement has occurred, remedies may be limited.

5. Crypto-asset deposits and withdrawals (blockchain transfers)

Blockchain transfers are generally irreversible. If you send crypto-assets to an incorrect address, on an incorrect network, or without a required memo/tag, recovery may be impossible.

5.1 Deposits

If you believe a deposit is missing or delayed, contact support with the transaction hash, asset, network, and destination address. Delays may occur due to network congestion, insufficient confirmations, or third-party wallet/provider issues.

5.2 Withdrawals

If a withdrawal is pending, we may be able to cancel it only while it remains unbroadcast and the Platform shows a cancellation option (if any). Once broadcast, the transfer cannot be cancelled. We may delay processing of withdrawals due to security, compliance or operational checks.

6. Internal transfers^[1]

If internal transfers between Plumex users are enabled, transfer availability and reversibility (if any) will be shown in the Platform. Where an internal transfer is confirmed and completed, it is generally final, except where required by law or a manifest platform error is confirmed.

7. Fiat-related features^[2]

If the Platform enables fiat services (such as IBAN transfers, card payments, or card top-ups), these services may be provided wholly or partly by regulated third-party providers and may be subject to additional terms and dispute procedures. The applicable provider terms and your dispute route will be presented before you use the relevant fiat feature.

7.1 Card payments / top-ups (chargebacks)

If a card payment is eligible for a chargeback under card scheme rules, you may raise a chargeback with your card issuer. The outcome is governed by card scheme rules and the merchant-of-record/provider setup for that transaction. We may request supporting evidence (transaction reference, screenshots, and correspondence with your issuer).

7.2 Bank transfer disputes / recalls

Bank transfer recalls or refunds are subject to the rules and operational feasibility of the relevant bank/PSP/EMI and the payment rail. Where a recall is available, we will assist with reasonable information required to process it. We cannot guarantee that a recall will succeed.

8. Cash in/out^[3]

Where cash in/out services are enabled, they may be delivered by Third-Party Cash Partners. Complaints and refunds for cash services may need to be submitted directly to the relevant partner using their prescribed channel. We can assist with escalation coordination and by providing available technical status.

Plumex role boundary: we cannot accept or refund cash, cannot override a Third-Party Cash Partner’s decision, and cannot guarantee a specific outcome where the matter is within the partner’s control.

9. Timing

Where a refund/return is approved and technically feasible, we aim to:

• acknowledge your request within three (3) business days; and
• provide a substantive response within thirty (30) calendar days (or notify you if more time is required, up to sixty (60) calendar days for complex cases or third-party dependencies).

Actual completion time can depend on blockchain conditions and third-party providers.

10. How to request a refund or raise a dispute

To request a cancellation, refund, reversal or to raise a dispute, contact us at:

• Email: support@plumex.io (subject: “Refund/Dispute – [your name]”)
• In-app support: submit a ticket via the Platform where available

Please include: your account email/identifier, a description of the issue, relevant dates/times, transaction IDs/hashes, wallet addresses/networks, and screenshots where relevant.

11. Mandatory consumer rights

Nothing in this policy limits rights that cannot be excluded under applicable consumer protection law. This policy supplements (and does not replace) your rights under the Terms & Conditions (Individuals) and our Complaints Handling Policy (Consumers).

12. Changes to this policy

We may update this Refund Policy from time to time. The current version and its “last updated” date will be published on our legal pages. If changes are material, we may notify users via the Platform or email.

13. Contact

For refunds/disputes and support inquiries: support@plumex.io
For general contact: hello@plumex.io
Contracting entity: LMLP consulting s.r.o., Spojovací 2604/48, Žižkov, 130 00 Prague 3, Czech Republic, IČO 22380949.

---