Refund Policy
Effective Date: 23/01/2025
At Indexs Capital Group ("we," "us," "our"), we strive to provide transparent and efficient services. This Refund Policy outlines the conditions under which users, merchants, and agents may request a refund and how such requests will be processed. By using our services, you agree to this Refund Policy.
1. Eligibility for Refunds
Refunds are available under the following conditions:
Unauthorized Transactions: Refunds will be processed for transactions proven to be unauthorized or fraudulent, subject to investigation.
Service Errors: Refunds may be issued if a technical or operational error on our part prevents successful completion of a transaction.
Merchant Disputes: Refunds for purchases made through merchants will be processed in accordance with the merchant’s refund policy.
2. Non-Refundable Transactions
Refunds are not available for:
Transactions completed correctly and with proper authorization.
Errors caused by incorrect information provided by the user.
Fees charged for processing and other services.
3. Requesting a Refund
To request a refund, follow these steps:
Contact Support: Email us at Support@indexs-capital.com with the following details:
Transaction ID
Date and amount of the transaction
Reason for the refund request
Submit Documentation: Provide any necessary documentation to support your claim (e.g., proof of unauthorized access).
Timeline: Refund requests must be submitted within 14 days of the transaction date.
4. Processing Refunds
Investigation: All refund requests are subject to verification and investigation to ensure compliance with our policies and regulatory obligations.
Approval Timeline: Refunds will be approved or denied within 10 business days of receiving the request and all required documentation.
Disbursement: Approved refunds will be credited back to the original payment method or wallet within 5-7 business days after approval.
5. Chargebacks
If a chargeback is initiated through a financial institution, we reserve the right to dispute the claim if the transaction was legitimate and authorized. Fees may apply for handling chargeback disputes.
6. Compliance and Disputes
All refunds are processed in compliance with:
BCEAO Regulations: Central Bank of West African States guidelines for financial transactions.
UK and EU Laws: Consumer protection and payment regulations.
International Standards: Anti-money laundering (AML) and counter-terrorism financing (CFT) requirements.
7. Modifications to This Policy
We reserve the right to amend this Refund Policy at any time. Significant changes will be communicated via email or service notifications. Continued use of our services constitutes acceptance of the revised policy.
