REFUND POLICY TETHWAY
Effective Version: May 2025
TETHWAY establishes the following policy to clearly define the conditions under which a refund request may be evaluated, as well as the procedure that the user must follow if a refund is required.
Due to the nature of digital asset transactions, refunds will only be considered in specific and duly justified cases, according to the criteria outlined below.
General Principle
Digital asset transactions, once executed and confirmed, cannot be reversed. Therefore, no refunds will be made for user-related errors, such as providing incorrect, incomplete, or invalid addresses.
Only Accepted Reason for Refund
A refund will be considered valid only when it is verified that the digital asset transfer was sent to an incorrect address as a direct result of an operational failure attributable to TETHWAY, and provided that the user correctly provided their receipt information at the time of purchase.
Cases Where Refunds Will Not Be Granted
Refund requests will not be accepted under any circumstances if:
- The wallet address provided by the user contained errors, was invalid, or did not belong to the user.
- The transaction was correctly executed based on the terms entered by the user.
- No documentation is provided to verify the transaction and the execution date.
- The request exceeds the established timeframe or does not comply with this policy.
Refund Request Process
Any request must be submitted by the account holder through the official contact channel:
contacto@tethway.com
And must include the following mandatory information:
- Full name of the registered user.
- Email address associated with the account.
- Estimated date and time of the transaction.
- Digital proof of purchase (invoice, receipt, or transaction ID).
- A clear description of the error and technical evidence, if available.
Resolution Timeframe
Once the request is received and validated, TETHWAY’s compliance department will evaluate the case. If the incident is confirmed as the responsibility of TETHWAY, the refund will be processed within 30 to 40 calendar days from the approval of the request.During this period, the user will be notified of the progress and resolution of the case.
Determination of Refund Amount
The refund amount will be calculated in US dollars (USD), using the exchange rate at the time the original transaction was executed.
Market value changes after the transaction date will not be recognized.
Disclaimer
By using our services, the user expressly agrees that it is their sole responsibility to provide correct and verifiable data, and that TETHWAY will not be held responsible for losses resulting from errors in entering wallet addresses or other transactional data.
Final Recommendation
Before confirming any transaction, carefully review the entered data. Digital assets cannot be recovered once transferred, and any error may result in an irreversible loss.
Contact
If you have any questions related to this policy, you can write to or call us at:
+52 55 5596 6141
contacto@tethway.com
