Refund and Cancellation Policy

Refund Policy

Effective Date: 1 May 2024

At CEX DIGITAL MARKETS AG, we strive to provide our customers with the highest level of service. We understand that there may be circumstances where a refund is necessary. This Refund Policy outlines the conditions and procedures for obtaining a refund.

1. Eligibility for Refunds

Refunds are only available under the following conditions:

  • Service Issues: If there is a technical issue or disruption caused by our platform that prevents you from using our services.
  • Billing Errors: If there is an error in billing, such as overcharging or duplicate charges.
  • Unauthorized Transactions: If there are transactions you did not authorize.

2. Non-Refundable Situations

  • Change of Mind: Refunds are not provided for changes of mind or if you decide you no longer want to use our services.
  • Completed Transactions: Refunds cannot be processed for transactions that have been successfully completed and are irreversible.
  • Service Usage: Refunds will not be issued for any part of the service already utilized.

3. Refund Process

To request a refund:

  1. Contact Us: Reach out to our customer support team at [customer support email] within 30 days of the transaction date.
  2. Provide Details: Include your account information, transaction ID, and a detailed explanation of the issue.
  3. Review: Our team will review your request and may ask for additional information if necessary.
  4. Decision: You will be notified of our decision within 10 business days. Approved refunds will be processed within 14 business days.

4. Refund Methods

Refunds will be issued to the original payment method used for the transaction. Depending on your financial institution, it may take additional time for the funds to reflect in your account.

5. Contact Information

For any questions regarding our Refund Policy, please contact us at [email protected].

Cancellation Policy

Effective Date: 1 May 2024

CEX DIGITAL MARKETS AG is committed to providing a transparent and straightforward cancellation process for our customers. This Cancellation Policy outlines the terms and conditions for canceling services and subscriptions.

1. Subscription Cancellations

  • Monthly Subscriptions: You may cancel your monthly subscription at any time. Cancellations will take effect at the end of the current billing cycle.
  • Annual Subscriptions: You may cancel your annual subscription at any time. Cancellations will take effect at the end of the current billing cycle, and no partial refunds will be provided for unused portions of the subscription.

2. Service Cancellations

  • Scheduled Services: If you have scheduled a service, you may cancel without penalty up to 24 hours before the scheduled start time. Cancellations within 24 hours of the start time may incur a cancellation fee.
  • Ongoing Services: For ongoing or recurring services, cancellations must be made in writing at least 30 days in advance.

3. How to Cancel

  1. Contact Us: To cancel your subscription or service, contact our customer support team at [customer support email].
  2. Provide Details: Include your account information, the service or subscription you wish to cancel, and the reason for cancellation.
  3. Confirmation: You will receive a confirmation of your cancellation within 3 business days.

4. Refunds upon Cancellation

  • Subscription Services: No refunds will be issued for the remaining period of the subscription after cancellation.
  • Prepaid Services: For prepaid services canceled within the allowed period, a pro-rated refund may be issued based on the unused portion of the service.

5. Exceptions

Certain promotional offers and discounted services may have specific cancellation terms. Please refer to the terms and conditions of the promotion or discount for details.

6. Contact Information

For any questions regarding our Cancellation Policy, please contact us at [email protected].