Refund & Return Policy

Definitions

Banking Day — the period during which State banks operate.
Business Day — every official working day of the week in the United Kingdom.
Chargeback — return of the User’s money by the User’s Issuing Bank due to a disputed and/or fraudulent transaction.
Eligibility Criteria — the set of requirements that must be met for a Refund or Return.
Funding — ensuring the necessary financial resources for implementation and development.
Return Form — the ALTERNATIVES BROKER SCHWEIZ form to be completed by the User who requests that their Funds be returned.
Funds — a collective investment institution.
Issuing Bank — the bank that issued the User’s payment card (as Cardholder).
Refund original amount — the precise amount of the Transaction fee deducted from the amount of a certain User’s Transaction.
Refund Form — the ALTERNATIVES BROKER SCHWEIZ form to be completed by the User who requests a Refund.
Refund — returning the amount of Transaction fee paid by the User in relation to a specific Transaction.
Return original amount — the precise amount of the User’s Funds accumulated on their Account.
Return — returning the User’s Funds transferred to their Account.
Transaction Charges — any fee charged by a bank/financial institution for processing a valid refund request.

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Basic Information

ALTERNATIVES BROKER SCHWEIZ Ltd. guarantees each User the right to a refund if the User is not satisfied with the quality of the Services provided. In addition, the User has the right to change their mind if the User’s Account was already funded and to request that their Funds be returned.

Every Refund and Return request is handled by ALTERNATIVES BROKER SCHWEIZ Ltd. with reasonable care and skill.

Note

This Refund Policy concerns exclusively:

• Transaction fees, and

• Users’ Funds.

This Refund Policy does not cover:

• transactions between Users related to the purchase/sale of cryptocurrencies and GHS; and

• refunds for purchased cryptocurrencies and GHS.

ALTERNATIVES BROKER SCHWEIZ Ltd. undertakes to use best efforts to assist Users in disputes related to refunds of purchased cryptocurrencies and GHS.

Refunds and Returns in excess of the original amount are prohibited.

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General Conditions

A User who has paid for Services (i.e., paid a transaction fee) or has funded their Account may request a Refund or Return in accordance with the Eligibility Criteria described below.

Refund/Return will be considered only if the User meets the Eligibility Criteria in full. If the User fails to meet any Eligibility Criteria, ALTERNATIVES BROKER SCHWEIZ Ltd. may, at its sole discretion, decline the request.

To apply for a Refund/Return, the User must:

1. request and complete the relevant Refund Form or Return Form; and

2. send the form to the ALTERNATIVES BROKER SCHWEIZ Ltd. support address.

The Refund/Return Form can be obtained by sending a request to:
refund@ALTERNATIVES BROKER SCHWEIZ.io

To prevent prohibited conduct, all payments and information related to Refund/Return may be verified. ALTERNATIVES BROKER SCHWEIZ Ltd. may request supporting documents including, but not limited to:

• identification documents,

• a copy of the User’s payment card,

• an invoice, and/or

• other proof that the disputed payment was made.

If the User fails to provide appropriate documents/information within three (3) days of request, or if authenticity is in doubt, ALTERNATIVES BROKER SCHWEIZ Ltd. may decline the Refund/Return request.

ALTERNATIVES BROKER SCHWEIZ Ltd. will process the Refund Form/Return Form as soon as reasonably practicable. Response times may vary depending on stated reasons. The request will only be approved or declined after careful verification.

Important: Submission of a Refund Form/Return Form does not guarantee the request will be approved.

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Refund Eligibility Criteria

A Refund request will only be accepted if:

1. Notice is received by ALTERNATIVES BROKER SCHWEIZ Ltd. no later than forty-eight (48) hours after the Transaction was made.

2. The notice is provided by completing the Refund Form.

3. The completed Refund Form is sent to the ALTERNATIVES BROKER SCHWEIZ Ltd. email address with the subject line: “Refund Request”.

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Return Eligibility Criteria

A Return request will only be considered if:

1. The User completes the Return Form.

2. The completed Return Form is sent to the ALTERNATIVES BROKER SCHWEIZ Ltd. email address with the subject line: “Return Request”.

3. Refund/Return is provided using the same payment method the User used, unless the User expressly agrees otherwise.

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Processing Timeline

Within fifteen (15) Business Days from receipt of the Refund Form/Return Form, ALTERNATIVES BROKER SCHWEIZ Ltd. may request additional information (if required). The User must provide such information as soon as reasonably practicable, and in any case no later than fourteen (14) days after the request.

ALTERNATIVES BROKER SCHWEIZ Ltd. will notify the User by email of its final decision:

• within fifteen (15) Business Days after receipt of the last requested document/information; or

• within twenty (20) Business Days after receipt of the Refund Form/Return Form if no additional information is requested.

If approved, Refund/Return will be processed without undue delay and, in any event, within fourteen (14) days starting from the day ALTERNATIVES BROKER SCHWEIZ Ltd. agrees the User is entitled to a Refund/Return.

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When the User Will Have No Refund/Return

The User will not be entitled to a Refund/Return if:

• the User fails to provide requested information/documents within the timeframes specified;

• ALTERNATIVES BROKER SCHWEIZ Ltd. suspects the User has engaged in (or been involved in) fraudulent or illegal activity, including prohibited conduct;

• there is no valid ground for a Refund/Return.

Note: ALTERNATIVES BROKER SCHWEIZ Ltd. may lock the User’s Funds during the Refund/Return investigation process, meaning Funds may be inaccessible during such investigation.

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Chargebacks

The User is expected to contact ALTERNATIVES BROKER SCHWEIZ Ltd. using the provided contact details to resolve payment issues before making a chargeback request. This section does not affect any rights the User may have against their bank/financial institution.

ALTERNATIVES BROKER SCHWEIZ Ltd. will investigate chargeback requests and will inform the User’s Issuing Bank whether any Service or Transaction has been cancelled.

ALTERNATIVES BROKER SCHWEIZ Ltd. reserves the right to suspend the User’s Account and lock the User’s Funds during a chargeback investigation.

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Miscellaneous

Any charges arising from processing a Refund/Return will be borne solely by the User and will be deducted from the final Refund/Return amount.

This Refund Policy may be amended from time to time, including due to changes in legislation. Terms and conditions are subject to change by ALTERNATIVES BROKER SCHWEIZ Ltd. and an appropriate announcement will be made. Changes will apply after notice has been given.

If the User does not wish to accept the revised Refund & Return Policy, the User should not continue to use ALTERNATIVES BROKER SCHWEIZ Ltd. Services. Continued use after the effective date means the User will be bound by the updated Refund & Return Policy.