This Policy explains cancellation requests, failed deposits and withdrawals, rejected or expired orders, unmatched and returned payments, duplicate or erroneous credits, chargebacks, recalls, fraud cases, refund methods, evidence requirements and target processing times. It forms part of the Plumex Multi-Party Terms of Use.

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 and asset recovery. The Exchange and Fiat Services Schedule governs exchange orders, fiat funding, payouts, chargebacks and recalls. This Policy sets out the common procedure and normal outcome for refund and recovery requests.

1.3 The Multi-Party Terms of Use, the applicable provider-specific Schedule, the accepted transaction confirmation and mandatory law remain controlling. This Policy does not create a right to reverse a correctly executed and irreversible transaction.

1.4 Nothing in this Policy limits a refund, cancellation, reimbursement, error-correction or unauthorised-payment right that cannot lawfully be excluded.

2. Responsible provider

3. Core refund and recovery principles

3.1 A provider will return or credit a recoverable amount when it rejects or cannot complete an accepted service after receiving funds or crypto-assets, when an internal credit or debit is erroneous, when a duplicate amount has been received, when a fee was charged contrary to the applicable documents, or when mandatory law requires a remedy.

3.2 A refund is ordinarily made to the verified source from which the funds or crypto-assets were received. A provider will not normally refund to cash, a payment card, an unrelated wallet, an unverified bank account or an undisclosed third party.

3.3 A correctly performed transaction is not refundable merely because the market price changed, the user changed their mind, the receiving institution applied its own fee or delay, or the user later regrets an authorised instruction.

3.4 A confirmed blockchain transfer cannot normally be reversed. A payment or bank transfer may also become irreversible after release to the relevant system or beneficiary, subject to mandatory rights and available recall procedures.

3.5 Where the provider caused the failure through its own error or breach, the provider bears its own correction costs and will not deduct a provider-controlled correction fee. Any further compensation depends on causation, proof, the Terms and mandatory law.

3.6 Where the failure results from user instructions, missing information, an unsupported asset or network, a third-party payment, a receiving-bank action or another cause outside the provider’s reasonable control, recoverable third-party, bank, network or investigation costs may be deducted where disclosed and lawful.

3.7 No provider guarantees recovery of crypto-assets sent using an incorrect address, asset, network, memo or tag, or funds sent using incorrect or unapproved payment details.

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

4.1 Contact support@plumex.io without undue delay. A formal complaint may be submitted to complaints@plumex.io. State whether you request cancellation, tracing, correction, recovery, re-send, return or refund.

4.2 Include the account email or identifier, responsible provider where known, transaction or custody reference, date, amount, asset or currency, blockchain network, transaction hash, bank or payment reference, payer and beneficiary information, current status and the requested outcome.

4.3 Provide evidence reasonably required to verify identity, ownership, payment origin, wallet control, bank details, transaction history, error, authority and refund destination.

4.4 Do not provide passwords, one-time codes, seed phrases, private keys or full card-security data. A legitimate provider will not require them to process a request.

4.5 A request is treated as complete when the responsible provider has sufficient information to determine the transaction and lawful return destination. The original receipt date remains recorded even if further information is required.

5. Cancellation before acceptance or execution

5.1 You may request cancellation of an IPI order before IPI accepts it. An unaccepted or expired quote does not create an obligation to execute.

5.2 After IPI accepts an order, cancellation is effective only if IPI confirms that execution and settlement can still be stopped. Market-dependent execution may begin immediately after acceptance.

5.3 A custody withdrawal may be cancelled only before Capitalista authorises or broadcasts the blockchain transaction. A cancellation request is not effective until Capitalista confirms it.

5.4 Where a statutory cancellation or withdrawal right applies, it remains available. Any exception for immediate performance, market-dependent pricing or completed service applies only to the extent permitted by mandatory law.

6. Custody deposits and recognition failures

6.1 A crypto-asset deposit is credited only after Capitalista identifies the transfer, confirms that the asset and network are supported, receives the required confirmations and completes applicable risk checks.

6.2 A pending or unconfirmed blockchain transaction is not a failed deposit merely because it has not yet reached the required confirmation level. Network congestion, chain reorganisation, fork or risk review may delay recognition.

6.3 If a supported deposit reached an address displayed for the user but was not credited because of a Capitalista record or system error, Capitalista will correct the custody record after verification and will not charge a correction fee.

6.4 Assets sent to an unsupported address, asset, network, contract, memo or tag may be unrecoverable. Capitalista may attempt recovery where technically, legally and operationally reasonable, but recovery is not guaranteed and may require a disclosed recovery fee paid or accepted before work begins.

6.5 If a deposit was sent to an address not displayed by the App or not controlled by Capitalista, no provider is responsible unless the loss was caused by incorrect provider instructions or another provider breach.

6.6 A duplicate or manifestly erroneous custody credit may be corrected. Capitalista may restrict withdrawal of the disputed amount while it investigates, but will not alter an accurately recorded blockchain deposit merely because its market value changed.

7. Custody withdrawal failures

7.1 Before broadcast, Capitalista may reject or cancel a withdrawal and restore the amount to the custody record, less no provider-controlled fee where the rejection resulted from Capitalista’s own error.

7.2 After broadcast, the blockchain transfer is normally irreversible. Capitalista will provide the available transaction hash and may assist with tracing but cannot guarantee recovery from the destination address, network or third party.

7.3 If a withdrawal fails before broadcast because of an unsupported network, invalid address, insufficient balance, limits, security or compliance review, Capitalista may request corrected information or require a new withdrawal request.

7.4 If a network returns assets to a Capitalista-controlled address, Capitalista will restore the recoverable amount after identification and risk checks. Network or recovery costs may be deducted where they were not caused by Capitalista’s breach and are lawfully chargeable.

7.5 If Capitalista broadcasts to an address different from the address confirmed by the user because of Capitalista’s own error, Capitalista is responsible for correction or compensation in accordance with the Custody Services Schedule, the Terms and mandatory law.

8. Rejected, expired or failed exchange orders

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

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

8.3 IPI will ordinarily return the original asset and amount received. If return in the original asset or currency is not reasonably possible, IPI may offer an available alternative only with the user’s agreement or where mandatory law or the accepted Schedule permits it.

8.4 An underfunded, overfunded, late or differently funded order may be rejected, returned or re-quoted. IPI will not apply a new quote without the user’s acceptance unless the accepted transaction flow expressly allowed that treatment.

8.5 Where partial execution was expressly permitted and accepted, the confirmation will show the executed amount and the treatment of the unexecuted balance. Otherwise, IPI will not partially execute an order.

8.6 If failure occurs after acceptance because of an IPI system or execution error, IPI will take reasonable steps to complete the accepted transaction, unwind it or return the recoverable value. The remedy will reflect the accepted terms, actual execution, recoverability, direct causation and mandatory law.

9. Fiat funding problems

9.1 Fiat funds must be sent in the specified currency, amount and payment method to the account or beneficiary details shown for the relevant transaction, with the required payment reference.

9.2 An unmatched payment may be held while IPI verifies the payer, source, reference, currency, amount and intended order. Providing proof of payment does not require IPI to allocate funds to a person other than the verified payer or user.

9.3 Third-party, anonymous, cash, card, misdirected, unsupported-currency or otherwise irregular funding may be rejected and returned to the apparent verified source, subject to compliance, bank and payment-provider requirements.

9.4 A payment received after an order expired may be returned or used for a new order only after the user accepts the new transaction terms.

9.5 An overpayment or duplicate payment will be returned or credited for an approved next step after verification. IPI may correct a duplicate internal credit and recover an amount already paid or converted in error.

9.6 Bank, correspondent, conversion and return fees may reduce the amount received back where they were imposed by third parties and the failure was not caused by IPI. IPI will not add an undisclosed provider-controlled return fee.

10. Failed, rejected or returned fiat payouts

10.1 A payout may be delayed, rejected or returned because of incorrect or incomplete beneficiary details, account closure, name mismatch, unsupported jurisdiction or currency, receiving-bank rules, correspondent-bank action, sanctions, fraud review, payment-system outage or legal restriction.

10.2 If a payout has not been released, IPI may correct the instruction, request further evidence, cancel it or return the amount to the available IPI record for a permitted next step.

10.3 If the payment has been released, IPI may request a trace or recall. A trace or recall is not guaranteed and may depend on the receiving institution, payment scheme and law.

10.4 When a payout is returned to IPI or its payment provider, IPI will identify and reconcile the returned amount and may re-send it to corrected verified details or return it to the verified source or another approved destination.

10.5 The amount available for re-send or return may be reduced by receiving-bank, correspondent, foreign-exchange or return costs where lawfully imposed and not caused by IPI’s breach.

10.6 A payment is not considered lost merely because the receiving institution has not yet credited it. IPI may require completion of the trace process before deciding whether a refund is due.

11. Chargebacks, payment recalls and negative balances

11.1 Do not initiate or support a chargeback, recall or payment dispute for a transaction that you authorised and IPI correctly performed. Use the support and complaints process first unless immediate notice to your bank or payment provider is required by law.

11.2 If a bank, payment provider or scheme reverses or recalls fiat funding after IPI delivered crypto-assets or other value, you remain liable to IPI for the resulting shortfall, fees and reasonable recovery costs, except to the extent the reversal resulted from IPI’s breach or unauthorised action.

11.3 IPI may correct an internal credit, place a reasonable restriction on IPI services, request repayment or recover an amount from funds owed by IPI to the user where the Terms and law permit. IPI has no automatic right to seize crypto-assets held by Capitalista merely because a debt is owed to IPI.

11.4 A chargeback or recall does not reverse a completed blockchain transfer. IPI may pursue lawful recovery and may provide evidence of the authorised transaction to the bank or payment provider.

11.5 If the dispute concerns an unauthorised payment, mandatory investigation and reimbursement rights apply independently of any contractual restriction on abusive or false chargebacks.

12. Unauthorised activity, fraud and scams

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

12.2 Providers may suspend access, settlement, withdrawal or refund while they secure the account, verify the user, preserve evidence and assess the affected transactions.

12.3 A transaction initiated through compromised credentials is investigated using authentication, device, session, communication, bank, blockchain and other available evidence. Mandatory rights concerning unauthorised payment transactions remain unaffected.

12.4 An authorised transfer to a scammer may be irreversible and may not be legally treated as an unauthorised payment. Providers will take reasonable recovery and evidence-preservation steps but do not guarantee recovery.

12.5 A provider may decline to issue a provisional credit unless required by law or expressly approved. A provisional credit may be reversed if later evidence shows that the user was not entitled to it.

13. Compliance, legal holds and restricted returns

13.1 A refund or return remains 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 or permitted by law, sanctions, court or authority order, suspicious-activity obligations, payment-provider requirements or risk controls.

13.3 A provider may be prohibited from explaining the full reason for a restriction. A legal or compliance hold does not transfer ownership of the recoverable value to the provider.

13.4 Where law prevents return to the original source, the provider may require another verified destination permitted by law, continue to hold the amount, transfer it to an authority or take another legally required action.

14. Refund method, asset, currency and destination

14.1 The normal method is return to the same verified bank or payment account or crypto-asset wallet from which the value was received.

14.2 A different destination may be used only after enhanced verification and approval, for example where the original account is closed, the original wallet is inaccessible, a provider change occurred or law requires another route.

14.3 Crypto-asset returns are ordinarily made in the same asset received. Fiat returns are ordinarily made in the same currency received. A different asset or currency requires user agreement or a lawful basis stated in the applicable Schedule.

14.4 A return is not made in cash, to a payment card or through a service excluded from the Ukraine v1 route.

14.5 A provider may require the refund destination to be in the user’s own name and may conduct a small test transfer or other verification where proportionate.

15. Processing stages and target times

15.1 Targets are not guaranteed settlement times. A provider will provide a reasonable update if a material delay continues and disclosure is legally permitted.

15.2 The receiving bank, payment provider or blockchain network may take additional time after the responsible provider initiates the return.

16. Fees, deductions and calculation

16.1 A provider-controlled fee is chargeable only if disclosed in the Fees and Limits Schedule, the transaction flow or an accepted recovery arrangement. If it was not disclosed before the relevant action, its amount is zero unless mandatory law permits otherwise.

16.2 Network, banking, correspondent, payment-provider, foreign-exchange and recovery costs may be deducted from a return where the costs were actually incurred, the failure was not caused by the provider and the deduction is disclosed or otherwise lawful.

16.3 Where a provider caused the failed transaction through its own breach or error, it will not deduct costs required to correct that failure and will restore provider-controlled fees charged for the failed service.

16.4 No refund includes profit, hypothetical market gain, consequential loss or compensation merely because the market moved while the matter was investigated, except where compensation is required by law or the Terms for a provider-caused loss.

16.5 The refund confirmation will show, where applicable, the gross amount, asset or currency, deductions, rate used for an agreed conversion, destination, reference and date initiated.

17. Records, confirmations and corrections

17.1 The responsible provider retains the transaction, custody, bank, payment, blockchain, communication, authentication, investigation, decision and refund records required by law and its applicable policies.

17.2 A refund, return, recovery, re-send, write-off, correction or denied request is recorded with the responsible provider, reason category, amount, deductions and evidence.

17.3 The App or support will provide an available confirmation or reference. Blockchain and bank identifiers remain subject to the relevant network or payment-system record.

17.4 A provider may correct a manifest, duplicate or omitted internal credit or debit after notice where practicable. It will not change a correctly accepted exchange rate merely because the market moved.

18. Complaints and external rights

18.1 If you disagree with a decision or delay, submit a complaint to complaints@plumex.io. The Complaints Policy governs acknowledgement, investigation, final response, reconsideration and external escalation.

18.2 A complaint does not automatically reverse a blockchain transaction, bank payment, chargeback, recall, legal hold or compliance restriction.

18.3 Use of this Policy or the Complaints Policy does not remove a mandatory right to contact a court, consumer-protection authority, privacy authority, payment provider, bank, law-enforcement body or another competent authority.

18.4 FINTRAC is an anti-money laundering supervisor and does not recover consumer funds. Bank of Canada retail-payments supervision does not replace the contractual, complaints or court process for an individual refund dispute.

19. Provider changes and legacy transactions

19.1 A provider change does not automatically transfer a refund request, complaint, liability, asset, funds or open transaction.

19.2 A transaction is ordinarily handled by the provider responsible when it was accepted or the relevant custody event occurred, unless a lawful migration notice states that another provider assumed responsibility.

19.3 A migration notice will identify responsibility for open orders, unmatched funds, pending withdrawals, failed transactions, returns, complaints and records.

19.4 Plumex support may remain the communication channel during migration without becoming the debtor, custodian, exchange counterparty or guarantor.

20. Changes, hierarchy and language

20.1 A material change to refund eligibility, responsible provider, refund method, fees or user rights will be notified through the App, email, website or another durable electronic method.

20.2 A change does not reduce rights already accrued under an accepted transaction or mandatory law.

20.3 Mandatory law prevails. The provider-specific Schedule and accepted transaction confirmation prevail for the relevant service and transaction. The Multi-Party Terms of Use prevail on general contractual matters. This Policy governs refund and failed-transaction procedure.

20.4 This Policy is 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

“Business Day” a day other than Saturday, Sunday or an official public holiday in the country where the responsible provider normally performs the relevant process.

“Failed Transaction” a custody, exchange or fiat transaction that was not completed as accepted because it was rejected, expired, cancelled, reversed, returned, unmatched, technically failed or otherwise did not reach final settlement.

“Refund” the return, restoration, credit or reimbursement of recoverable fiat funds, crypto-assets or a provider-controlled fee.

“Refund Request” a request for cancellation, tracing, correction, recovery, re-send, return or refund.

“Responsible Provider” Plum Labs, Capitalista or IPI in relation to the service allocated to it under the Multi-Party Terms of Use.

“Verified Source” the bank or payment account or crypto-asset wallet from which value was received and whose ownership or control has been verified to the responsible provider’s satisfaction.