At CoinUp, we want to ensure clarity regarding refunds for purchases made through our platform. This policy outlines the general guidelines for customer refunds.

General Refund Principle

Refunds for products or services purchased from an organization using the CoinUp app are primarily governed by the refund policy of that specific organization (the "Organization"). Each "Organization" is responsible for setting their own refund terms and conditions.

Refund Eligibility via CoinUp App

CoinUp may facilitate refund requests through the app under specific conditions. A refund may be processed via the CoinUp app only if:

• The refund request is made in accordance with the Organization's stated refund policy.
• Any and all rewards, points, coins, or other benefits ("Awards") issued for the original transaction have not been used, redeemed, or transferred in any way.

If any Award associated with the order has been utilized, the transaction will generally not be eligible for a refund through the CoinUp platform. In such cases, customers should contact the Organization directly to inquire about refund possibilities outside of the CoinUp system.

Cancellation Policy

This section outlines how cancellations are handled for services or orders placed through an Organization using the CoinUp app.

Organization's Cancellation Policy

The terms and conditions for cancelling an order or service are determined by the specific Organization from whom the purchase was made. Each Organization is responsible for establishing its own cancellation policy, including any applicable fees or deadlines. Customers should review the Organization's cancellation policy before making a purchase.

Impact of Cancellation on CoinUp Awards

If an order or service is cancelled in accordance with the Organization's policy:

• If the cancellation occurs before any Awards associated with that transaction have been used or redeemed, CoinUp may facilitate the reversal or voiding of those Awards.
• If Awards associated with the transaction have already been used or redeemed, those Awards generally cannot be reclaimed through the CoinUp system, even if the underlying order is cancelled. In such cases, any adjustments or compensation regarding used Awards would be at the discretion of the Organization.

For clarity on how a cancellation affects your Awards, please first refer to the Organization's cancellation policy and then, if needed, check your transaction history in the CoinUp app or contact the Organization.

How to Request a Refund

To request a refund for an eligible transaction (where Awards have not been used):

1. Check the Organization's refund policy, typically available on their CoinUp profile or their own website.
2. If eligible, you may be able to initiate a refund request through the CoinUp app by navigating to your transaction history and selecting the relevant order.
3. Follow the prompts to submit your request.

If the option to request a refund is not available in the app, or if Awards have been used, please contact the Organization directly.

Disputes

While CoinUp provides the platform for transactions, the contract of sale is between the customer and the Organization. Therefore, any disputes regarding refund eligibility not covered by the non-usage of Awards should be resolved directly with the Organization. CoinUp may, at its discretion, provide assistance in mediating disputes but is not obligated to do so.

Changes to Policy

This Customer Refund Policy may be updated from time to time. Customers will be notified of any significant changes.

Contact

If you have questions about this refund policy specifically related to the CoinUp platform's role, please contact us at /contact. For questions about an Organization's specific refund policy, please contact the Organization directly.

This policy is effective as of October 26, 2024.