Refund policy

1. The general position

When you place an order we buy the asset on your behalf at the rate locked when your payment arrives. That purchase cannot be undone, and the value of the asset may have moved by the time you ask. For that reason, completed orders are not refundable.

2. Before payment is captured

You may cancel an order at no cost at any point before we capture payment. Contact support@finexiaca.com quoting your order reference. If we have not yet captured the payment, we cancel the order and no charge is made. Where a card authorisation has been placed but not captured, your issuer typically releases it within five business days.

3. When we do refund

We return funds in the following situations:

• We could not complete the order. If verification cannot be completed, if we decline the order, or if we are unable to source the asset, we return the full amount you paid, including our fee.
• Duplicate payment. If you paid twice for the same order, we return the surplus in full.
• Our error. If we charged the wrong amount or applied the wrong fee, we refund the difference.
• Order not delivered. If we captured payment but never delivered the asset and cannot do so, we refund the full amount.

4. When we cannot refund

• The asset was delivered as ordered and you have changed your mind, or the price has moved against you.
• You supplied an incorrect or incompatible wallet address. Blockchain transfers are irreversible and we cannot recover them.
• The delay was caused by your bank or card issuer’s own verification process rather than by us.
• The order is subject to an ongoing fraud, sanctions or law-enforcement investigation. Funds are held until that concludes.

5. How refunds are paid

Refunds are returned to the original payment method and to the same account holder. We cannot refund to a third party, to a different card, or to a crypto-asset wallet. Card refunds usually appear within 5 to 10 business days; wire refunds within 3 to 5 business days once initiated. Bank charges applied by an intermediary bank on a returned wire are not within our control.

6. How to request a refund

1. Email support@finexiaca.com from the address registered to your account.
2. Include your order reference, the amount and the reason for the request.
3. We acknowledge within two business days.
4. We decide within 14 business days and, where a refund is due, initiate it immediately.

7. If you disagree with our decision

Ask for the decision to be escalated by replying to our response. A second reviewer who was not involved in the original decision will look at it and reply within 30 days. Your statutory rights under British Columbia and Canadian consumer law are unaffected by this policy.