Refund Policy

ALT 5 Sigma Canada, Inc. (ALT 5 Pro Exchange) guarantees users right for refund on deposits of any digital asset, Fiat deposits via Bank Wire, Visa and Master Card funding deposits. In the case that User has funded their account with Digital Assets or Fiat via Bank wire or credit, the user may log into their account and request a withdrawal of digital assets or Fiat deposited. For a refund on Visa and master Card account funding, users can contact [email protected] for a deposit transaction refund.

Refunds on deposits will not include the return of any ALT 5 Sigma, Canada processing or bank fees paid by the user during account funding process. Third party Fees paid by user will also not be refunded, including but not limited to client bank fees, blockchain transaction fees and credit card processing fees, charged directly to user by third party processing.

Refund policy does not apply to any transactions related to the purchase or sale of any digital assets. Refunds will not be issued or applicable on bank wire, Visa or Mastercard account deposits, if funds have been used to purchase digital assets.

General Conditions

The User who has deposited digital assets or Fiat into the ALT 5 Prime Exchange, may request a Refund or Return in accordance with the Eligibility Criteria as further set out herein.

Refund / Return will only be considered where the User complies with the Eligibility Criteria in full. Where the User fails to meet any of the Eligibility Criteria, ALT 5 Prime Exchange shall have the right, in its sole discretion, to decline the User’s request for a Refund / Return.

Refund Eligibility Criteria

In order to apply for a Refund / Return, the User must contact us within 48 hours at [email protected].

Deposits refunds / returns must not have been used by the user in the purchase/sale of digital assets.

To prevent Prohibited Conduct, all payments and information related to Refund / Return may be verified by ALT 5 Prime Exchange. In such case, ALT 5 Prime Exchange may request the User to provide certain documents, including, but not limited to, identification documents, copy of the User’s Payment Card and Invoice or / and any other prove of the fact that disputed payment was made.

In case if the User fails to provide appropriate documents or information within three (3) days upon the ALT 5 Prime Exchange request or in case of any doubts as to authenticity of provided documents, ALT 5 Prime Exchange shall be entitled to decline the User’s Refund / Return request.

Processing Timeline

ALT 5 Pro Exchange shall process the User’s refund request as soon as is reasonably practicable. Response times will vary depending on stated reasons for the request.

In any case, ALT 5 Pro Exchange shall notify the User on the outcome of the request in accordance with the timescales set out herein.