Refund and Cancellation Policy

1. Scope

This Refund Policy applies to all transactions conducted on the Platform operated by AurumBridge, a Virtual Asset Service Provider (VASP) registered in Poland. By using our services, you agree to this Refund Policy.

2. General Principles

• Refunds are only possible if CTMarkets fails to deliver the purchased cryptocurrency to the customer's provided wallet address, or fails to settle fiat funds in accordance with the confirmed order.
• Refunds may only be requested if the Customer has followed all procedures and paid in full, including applicable fees.
• Any refund-related charges, including bank or processing fees, will be borne by the Customer and deducted from the refund amount.
• Refunds are only processed back to the original payment method and account in the Customer's name.

3. Refund Requests

• Customers must submit a refund request to support@ctmarkets.io using the registered account email.
• CTMarkets may require additional verification steps, including identity confirmation, before processing any refund request.
• Submission of a refund request does not guarantee approval. Each case will be reviewed individually.

4. Non-Refundable Transactions

• Once cryptocurrency has been successfully transferred to the wallet address provided by the Customer, the transaction is final and irreversible.
• CTMarkets does not provide refunds for completed crypto purchases.
• Customers who wish to sell or liquidate previously purchased cryptocurrency may only do so through independent third-party platforms or services, as AurumBridge does not operate a buy-back function.

5. Chargebacks

• Customers are expected to first contact support@ctmarkets.io to resolve any disputes before initiating a chargeback through their bank or payment provider.
• CTMarkets investigates all chargeback claims and reserves the right to suspend or restrict the Customer's account while the matter is under review.
• Fraudulent or unjustified chargebacks may be treated as a breach of our Terms & Conditions and reported to relevant authorities.

6. Processing Times

Approved refunds will be processed within 5-10 business days from the date of approval. Processing times may vary depending on the payment method and the Customer's financial institution.

7. Contact Information

For refund requests or questions about this policy, please contact us:

📧 support@ctmarkets.io

📞 Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (EET)

8. Policy Updates

CTMarkets reserves the right to update this Refund Policy at any time. Material changes will be communicated to customers via email or through prominent notices on our Platform.