This document provides guidelines for organizations using CoinUp ("Organizations") to establish their own refund policies. As an Organization on the CoinUp platform, you are responsible for creating and communicating your own refund policy to your customers.

Importance of a Clear Refund Policy

A clear and fair refund policy is crucial for building trust with your customers and ensuring a positive experience. It helps manage customer expectations and can reduce disputes.

Key Considerations for Your Refund Policy

When creating your refund policy, consider the following:

• Eligibility for Refunds: Clearly define the conditions under which customers are eligible for a refund (e.g., product defects, service not rendered, specific timeframes).
• Non-Refundable Items/Services: Specify any products or services that are non-refundable.
• Refund Process: Outline the steps customers need to take to request a refund.
• Refund Method: Indicate how refunds will be issued (e.g., original payment method, store credit).
• Timeframe for Refunds: State how long it will typically take to process a refund.
• Condition of Returned Goods: If applicable, describe the required condition of returned items.
• Restocking Fees: If you charge restocking fees, clearly state this.
• Cancellation Terms: Clearly define your policy for order or service cancellations, including any conditions, applicable fees (e.g., cancellation fees), and how customers should request a cancellation. Specify how CoinUp Awards will be handled in the event of a cancellation, particularly if they have already been issued or redeemed.

Interaction with CoinUp Platform

The CoinUp platform facilitates transactions and the issuance of rewards (Awards). Our Customer Refund Policy states that refunds processed through the CoinUp app are generally only possible if associated Awards have not been used.

As an Organization, you should consider this in your policy:

• You may choose to offer refunds directly to customers (outside of the CoinUp app process) even if Awards have been used, according to your own policy.
• If a refund is processed through the CoinUp app (meaning Awards were not used), the corresponding transaction will be voided, and any issued Awards will be automatically reclaimed by the system if possible.
• Clearly communicate to your customers how the status of their CoinUp Awards impacts refund eligibility according to your policy.

Displaying Your Refund Policy

It is your responsibility to make your refund policy easily accessible to customers. We recommend:

• Displaying it prominently at your physical location (if applicable).
• Including it on your website or social media pages.
• Potentially summarizing key terms within your CoinUp Organization profile if such features are available.

CoinUp's Role

CoinUp provides the platform for transactions and loyalty rewards. CoinUp does not set or enforce individual Organization refund policies beyond the stipulation regarding unused Awards for in-app refund processing. Organizations are independent entities responsible for their own policies and customer service.

Legal Compliance

Ensure your refund policy complies with all applicable local, state, and federal consumer protection laws.

This guideline is effective as of October 26, 2024. It is recommended that you consult with legal counsel to ensure your specific refund policy is comprehensive and compliant.