A refund is not automatic. The provider responsible for the affected service determines whether value is recoverable, which rights apply and what costs may lawfully be deducted.

1. Scope and relationship with other documents

1.1 This Policy applies to failed, rejected, cancelled, expired, reversed, returned, duplicated, unmatched, misdirected or otherwise incomplete transactions under the Ukraine Service Route.

1.2 The Custody Services Schedule governs custody deposits/withdrawals/recovery; the Exchange and Fiat Services Schedule governs IPI exchange/fiat matters. This Policy sets out common refund/recovery procedure and does not create a right to reverse a correctly executed irreversible transaction.

1.3 Mandatory refund, cancellation, reimbursement, error-correction or unauthorised-payment rights remain unaffected.

2. Responsible provider

3. Core principles

3.1 A provider returns or credits recoverable value where it rejects/cannot complete an accepted service after receiving value, an internal credit/debit is erroneous, a duplicate is received, a fee was charged contrary to the applicable documents, or mandatory law requires a remedy.

3.2 Refunds are ordinarily made to the verified source. A different destination requires appropriate verification/approval or another lawful basis.

3.3 Correctly performed transactions are not refundable merely because market price changed, the user changed their mind, a receiving institution applied its own fee/delay or the user later regrets an authorised instruction.

3.4 Confirmed blockchain transfers are normally irreversible. Recovery of assets sent using incorrect/unsupported details is not guaranteed.

3.5 Where a provider caused the failure through its own error/breach, it bears provider-controlled correction costs. Recoverable third-party/network/bank costs may be deducted where disclosed/lawful and not caused by that provider.

4. How to request cancellation, tracing, recovery or refund

4.1 Contact support@plumex.io without undue delay; complaints may be submitted to complaints@plumex.io. State the requested outcome and provide account/service/transaction identifiers, date, amount/asset/currency, network/hash or bank/payment reference and relevant evidence.

4.2 Do not provide passwords, one-time codes, private keys, seed phrases or full card-security data.

5. Cancellation before acceptance or execution

5.1 An IPI order may be cancelled before IPI accepts it. After acceptance, cancellation is effective only if IPI confirms execution/settlement can still be stopped. A custody withdrawal may be cancelled only before Plum Global authorises or broadcasts it.

5.2 Any statutory cancellation/withdrawal right applies to the extent required by mandatory law.

6. Custody deposits and recognition failures

6.1 A deposit is credited only after Plum Global identifies the transfer, confirms supported asset/network, obtains required confirmations and completes applicable risk checks.

6.2 A supported deposit reaching a displayed Plum Global-controlled address but not credited due to Plum Global’s record/system error will be corrected after verification without a provider-controlled correction fee.

6.3 Unsupported-address/asset/network/memo/tag recovery may be impossible and may require a disclosed lawful recovery fee where technically feasible.

7. Custody withdrawal failures

7.1 Before broadcast, Plum Global may reject/cancel a withdrawal and restore available value to the custody record, subject to any lawful restrictions. After broadcast, the transfer is normally irreversible.

7.2 If a network returns assets to a Plum Global-controlled address, the recoverable amount will be identified and restored after required checks, less lawful external costs not caused by Plum Global.

7.3 If Plum Global broadcasts to a destination different from the destination confirmed by the user due to Plum Global’s own error, responsibility is determined under the Custody Schedule, Terms and mandatory law.

8. Rejected, expired or failed exchange orders

8.1 An IPI order may be rejected/expire before acceptance because a quote expired, funds were not received/matched, liquidity was unavailable, verification incomplete or a legal/technical/risk restriction applied.

8.2 If IPI receives recoverable value for an order it does not accept or cannot complete, it will return it to the verified source or another approved destination after required checks.

8.3 A late/underfunded/overfunded/differently funded order may be rejected, returned or re-quoted. A new quote is not applied without user acceptance unless the accepted flow expressly allowed that treatment.

9. Fiat funding problems

9.1 Fiat funds must be sent using the currency, amount, payment method, beneficiary/account details and reference shown for the relevant transaction. An unmatched or irregular payment may be held while payer/source/reference and intended order are verified.

9.2 Third-party, anonymous, misdirected or unsupported-currency funding may be rejected and returned to the apparent verified source, subject to compliance and payment-provider requirements.

10. Failed, rejected or returned fiat payouts

10.1 A payout may be delayed/rejected/returned because of beneficiary errors, account closure/name mismatch, unsupported currency/jurisdiction, receiving-bank rules, correspondent action, sanctions/fraud review, outages or legal restrictions.

10.2 After release, IPI may request a trace or recall, which is not guaranteed. Returned amounts are reconciled and may be re-sent to corrected verified details or returned to the verified source, subject to lawful deductions.

11. Chargebacks, recalls and payment disputes

11.1 Where appropriate, contact support promptly so the transaction can be investigated before or alongside a chargeback, recall or payment dispute. Nothing in this Policy limits any mandatory right to notify or dispute a transaction through your bank, payment provider or payment scheme.

11.2 Knowingly false, abusive or duplicative disputes may be addressed under the Terms. If funding is reversed after IPI has delivered value, lawful recovery rights may arise, except to the extent the reversal results from IPI’s breach or an unauthorised action.

11.3 IPI has no automatic right to seize crypto-assets held by Plum Global merely because a debt is owed to IPI. Mandatory unauthorised-payment investigation/reimbursement rights apply independently.

12. Unauthorised activity, fraud and scams

12.1 Notify support immediately if you suspect account takeover, unauthorised order, altered beneficiary details, phishing, impersonation, malware, remote-access fraud or another scam.

12.2 Providers may suspend affected access/settlement/withdrawal/refund while securing the account, verifying the user, preserving evidence and assessing transactions. An authorised transfer induced by a scam may be irreversible and may not be legally treated as unauthorised.

13. Compliance, legal holds and restricted returns

13.1 Refunds/returns remain subject to identity, sanctions, fraud, source-of-funds, payment-origin, wallet-ownership and destination checks.

13.2 A provider may delay, block, return through a controlled route, report or refuse a refund where required/permitted by law, sanctions, court/authority order, suspicious-activity obligations, payment-provider requirements or proportionate risk controls.

14. Refund method, asset, currency and destination

14.1 The normal method is return to the same verified bank/payment account or crypto wallet from which value was received. A different destination may be used only after appropriate verification and approval or where law requires another route.

14.2 Crypto returns are ordinarily made in the same asset and fiat returns in the same currency. A different asset/currency requires user agreement or a lawful basis under the applicable Schedule.

15. Processing stages and target times

15.1 Targets are not guaranteed settlement times. The receiving bank, payment provider or blockchain network may take additional time after initiation.

16. Fees and deductions

16.1 A provider-controlled fee is chargeable only if disclosed in the Fees and Limits Schedule, transaction flow or accepted recovery arrangement. Network, banking, correspondent, payment-provider, FX and recovery costs may be deducted where actually incurred, lawfully chargeable and not caused by the provider’s breach.

16.2 A refund does not include hypothetical profit, market gain or consequential loss merely because the market moved while the matter was investigated, except where compensation is required by law or the Terms for provider-caused loss.

17. Records and corrections

17.1 The responsible provider retains transaction/custody/payment/blockchain/communication/authentication/investigation/refund records required by law/policy. A manifest duplicate or erroneous internal credit/debit may be corrected after notice where practicable.

18. Complaints and external rights

18.1 If you disagree with a decision or delay, submit a complaint to complaints@plumex.io. Use of this Policy does not remove mandatory rights to contact a court, consumer/privacy authority, payment provider, bank or law-enforcement body.

19. Provider changes and open transactions

19.1 A provider change does not automatically transfer a refund request, liability, asset, funds or open transaction. Any lawful provider-change process will identify responsibility for open orders, unmatched funds, pending withdrawals, failed transactions, returns, complaints and records.

20. Changes, hierarchy and language

20.1 Mandatory law prevails. Provider-specific Schedules and accepted transaction confirmations prevail for the relevant service/transaction. The Multi-Party Terms govern general contractual matters; this Policy governs refund/failed-transaction procedure.

20.2 This Policy may be published in English and Ukrainian. For the Ukraine Service Route, the Ukrainian version prevails in the event of inconsistency unless mandatory law requires otherwise.

21. Definitions

“Failed Transaction” means a custody/exchange/fiat transaction that did not reach final settlement because it was rejected, expired, cancelled, reversed, returned, unmatched or technically failed. “Refund” includes return, restoration, credit or reimbursement of recoverable fiat, crypto-assets or provider-controlled fees. “Verified Source” means the bank/payment account or wallet from which value was received and whose ownership/control has been verified to the responsible provider’s reasonable satisfaction.