Last Updated: 20 February 2025

NEIVE is committed to ensuring the satisfaction of its Clients. If a Client is dissatisfied with the quality of the services provided, NEIVE guarantees the Client’s right to request a refund. This refund policy also includes situations where the Client has already funded their account and desires to have their funds returned.

Scope of Refund Policy

This Refund Policy is specifically designed for the following:

• Transaction Fees: Refunds are available for transaction fees charged for the services provided.

• Client’s Funds: If the Client has funded their account, they have the right to request a return of their funds under specific conditions.

However, this Refund Policy does not cover transactions involving the purchase or sale of cryptocurrencies, nor does it apply to refunds for purchased cryptocurrencies.

Refund Eligibility

Clients are eligible for a refund or return for services such as transaction fees or funded amounts, provided they meet the criteria specified below. If the Client does not meet all of the eligibility requirements outlined, NEIVE reserves the right, at its sole discretion, to decline the refund or return request.

Refund or return requests will only be considered if the Client complies fully with the eligibility criteria. NEIVE will review the information and documentation provided to assess whether the Client qualifies for a refund or return.

Refund/Return Process

To apply for a refund or return, the Client must take the following steps:

1. Request a Refund or Return:

•   The Client must fill out a Refund Form or Return Form, which can be obtained by contacting NEIVE’s support team at support@neive.eu.

2. Verification and Documentation:

•   NEIVE has the right to verify all payments and may request supporting documentation to verify the Client’s claim. This includes, but is not limited to, identification documents, a copy of the Client's payment card, and proof of payment (such as an invoice).

•   The Client must respond with the requested documents within three (3) days from the request. If the Client fails to provide the necessary information within this time frame, or if the provided documentation raises doubts about its authenticity, NEIVE reserves the right to decline the refund or return request.

3. Review Process:

•   Once the Refund Form or Return Form has been submitted, NEIVE will begin reviewing the Client’s request. The review process involves a thorough verification, and the final decision regarding the refund or return will be made after careful consideration.

• Important Note: Submitting the Refund or Return Form does not guarantee that the Client’s request will be approved. The request will only be approved after detailed verification and assessment by NEIVE.

Submission Guidelines

Refund Requests:

•   All refund requests must be submitted within 48 hoursafter the transaction has occurred.

•   The Client should complete the Refund Form and send it to NEIVE’s support team via email at support@neive.eu,with “Refund Request” clearly stated in the subject line.

Return Requests:

•   Return requests must also be submitted by filling out and submitting the Return Form.

•   The completed Return Form should be sent to NEIVE’s support email with “Return Request” in the subject line.

Refund/Return Method:

•   Once approved, refunds and returns will generally be processed using the same payment method that the Client originally used, unless the Client specifically agrees to an alternative method for the refund or return.

Processing Time

Initial Contact and Additional Information

Within 15 business days of receiving the Refund Form or Return Form, NEIVE will reach out to the Client to request any additional information that might be needed. The Client must provide the requested information within 14 days of the request.

Decision Notification:

After reviewing the submitted forms and any additional information, NEIVE will notify the Client of its final decision regarding the refund or return:

•  If further documentation was requested, the decision will be communicated within 15 business days of receiving the last requested document.

•   If no additional documents are needed, NEIVE will notify the Client within 20 business days from the date the Refund Form or Return Form was initially received.

Refund/Return Timeline

Once NEIVE approves the refund or return request, the processing will be completed within 10 days from the day NEIVE agrees that the Client is entitled to the refund or return.

No Refund or Return

The Client will not be eligible for a refund or return in certain situations, including:

•   If the Client fails to provide the requested documents or information within the specified time.

•   If NEIVE suspects that the Client has engaged in fraudulent or illegal activities, including any form of prohibited conduct.

Suspension of Funds

During the investigation of a refund or return request, NEIVE reserves the right to lock the Client’s funds, making them temporarily inaccessible. This lock is implemented to prevent any misuse during the review process.

Chargeback Policy

Clients are encouraged to resolve any payment issues by contacting NEIVE support before initiating a chargeback request.

If a chargeback request is made, NEIVE will investigate the matter and will inform the Client’s bank or financial institution whether the transaction has been canceled or reversed.

During the chargeback investigation process, NEIVE may suspend the Client’s account and lock their funds until the matter is resolved.

Charges

Any fees associated with processing the refund or return will be borne by the Client. These charges will be deducted from the final refund or return amount.

Amendments to the Refund Policy

NEIVE reserves the right to modify or amend the Refund and Return Policy if there are changes in the law or other circumstances. Any amendments will be communicated to Clients.

If the Client does not accept the updated Refund and Return Policy, they should cease using NEIVE’s services. If the Client continues to use the services after the changes are implemented, it will be considered as acceptance of the new policy.

NEIVE team