1. General provisions
1.1. This Refund Policy (the "Policy") sets out the conditions and procedure for refunding amounts paid by the User to Физическое лицо — предприниматель Асеев Александр Юрьевич (ФОП Асєєв Олександр Юрійович) (the "Provider") for token packages of the online service ApexFlow (apexvision.trade).
1.2. The Policy is an integral part of the Public Offer and applies subject to the Law of Ukraine "On the Protection of Consumer Rights".
1.3. The Service is digital content / a service delivered electronically: tokens are credited to the balance automatically after payment, and delivery of a specific analysis begins and ends at the moment a token is deducted.
2. Grounds for a refund
A refund is given in the following cases:
- Unused tokens. The User may withdraw from a paid package as to the tokens and bonus analyses that were not used, by submitting a request within 14 calendar days of payment. The refund amount is calculated in proportion to the unused part of the package.
- Technical failure of the Service. A token was deducted but the analysis result was not delivered due to the Service, and the issue was not resolved by re-running. In this case, at the User's choice, the token is restored to the balance or its cost is refunded.
- Erroneous or duplicate payment. The same amount was charged more than once, or a payment was made by mistake, provided the credited tokens were not used.
- Tokens not credited. The payment was confirmed by the payment system but the tokens did not arrive on the balance within 24 hours, and the issue was not resolved by support.
3. Exceptions. No refund is given
- for tokens and bonus analyses actually used by the User (the service for them is deemed fully delivered);
- for the free trial period — it has no monetary value and is not subject to compensation;
- on grounds of disagreement with the analysis results, assessments and scenarios of the Service, or in connection with the financial results of the User's trading decisions — the Service's materials are informational and analytical only and do not guarantee profit (see the Risk Disclaimer);
- if the User's access was restricted or terminated for a breach of the Terms of Service — as to tokens used before the block; any unused balance is considered individually;
- for requests submitted after 14 calendar days from payment (except for technical failures and duplicate charges);
- for an inability to use the Service for reasons beyond the Provider's control (the User's lack of internet, blocking on the provider's side, a faulty device, etc.).
4. How to submit and review a request
4.1. A refund request is sent from the email address linked to the account to sanya.aseev.88@gmail.com with the subject "Refund". The request should include:
- the email of the account in the Service;
- the date and amount of payment, and the package name;
- the grounds for the refund (briefly);
- the payment ID from the payment receipt (if available).
4.2. The review period is up to 10 business days from receipt of the request. If necessary, the Provider may request additional information; in that case the review period runs from the moment it is provided.
4.3. After review, the User receives a response with the decision. If the decision is positive, the refund is made to the same bank card / via the same method used for payment, through the payment provider.
4.4. The time it takes for the funds to actually arrive after a refund is approved depends on the issuing bank and the payment system, and is usually 3 to 30 calendar days.
4.5. When a refund is approved, the corresponding number of tokens is deducted from the User's balance. Bank and payment-system fees that are non-refundable to the Provider may be withheld from the refund amount if the payment system's rules so provide.
5. Final provisions
5.1. The Provider is entitled to update this Policy. The current version is published at apexvision.trade/refund. The version in force at the time of payment applies to that payment.
5.2. Refund questions: sanya.aseev.88@gmail.com (ФОП Асєєв Олександр Юрійович, РНОКПП: 3240412251).