1. INTRODUCTION:
This Refund and Cancellation Policy (“Policy”) sets out the terms applicable to refunds and cancellations of services provided by Hashtag Ltd (“we”, “us”, “our”, “the Company”). This Policy is in accordance with applicable law and applies to customers who use our services in collaboration with regulated and authorised partners.
2. Scope:
The Policy is designed to ensure:
- Transparency in refund and cancellation processes.
- Protection of customer rights.
- Compliance with current consumer protection regulations.
3. General Terms and Conditions:
3.1 Eligibility for Refund
- Refunds are only granted for transactions completed incorrectly or not in accordance with the terms of use.
- There are no refunds for market variations, personal decisions or errors attributable to the customer.
3.2 Cancellation Requests
- Cancellation requests must be submitted promptly, before the service has been fully processed.
- Once the service has been completed, it will not be possible to proceed with cancellation.
4. Refund Procedures:
4.1 Request Method
Refund requests must be sent via email to our support team at: support@hashtagwallets.com
The request must include:
- Full name of the customer.
- Transaction ID.
- Reason for the request.
- Any supporting documents or evidence.
4.2 Evaluation of the Request
- Each request will be evaluated by our Compliance department within 10 business days.
- The Company reserves the right to request additional information from the customer to complete the analysis.
4.3 Outcome and Timeframes
- If approved, the refund will be issued within 15 business days of confirmation.
- Refunds will be processed using the same payment method used by the customer for the original transaction.
5. Cancellation Policy:
5.1 Request Method
- Cancellation requests must be sent to support@hashtagwallets.com prior to the service starting to run.
5.2 Cancellation Confirmation
- Once we receive your request, our team will confirm the status of the service and, where possible, proceed with the cancellation.
5.3 Associated Refund
- If applicable, unused fees will be refunded within the timeframes set forth in Section 4.
6. Limitations of Liability:
6.1 Exclusions
- The Company is not responsible for delays or inability to process refunds or cancellations due to force majeure events or extraordinary circumstances.
- Any bank or third party charges will not be refundable.
6.2 Customer Errors
- No refunds will be given for errors attributable to the customer, including errors in data entry or understanding of the terms.
7. Contacts:
For further information or assistance:
- Customer Support : support@hashtagwallets.com
- Compliance : compliants@hashtagwallets.com
8. Policy Changes:
This Policy may be updated periodically in accordance with applicable laws.
Any substantial changes will be communicated to customers through our official website.