Refund Policy

Last Updated: January 28, 2025

1. Overview

This Refund Policy explains our policies and procedures regarding refunds for services provided by PSWAP Polkaswap. By using our Services, you acknowledge and agree to this Refund Policy in conjunction with our Terms & Conditions and Privacy Policy.

PSWAP Polkaswap operates as a non-custodial decentralized exchange protocol. We do not have custody of your digital assets and cannot reverse blockchain transactions once they are confirmed.

2. Non-Refundable Transactions

The following transactions are NON-REFUNDABLE:

2.1 Token Swaps

All token swap transactions executed through the Polkaswap protocol are final and irreversible. This includes:

• Completed token exchanges between any trading pairs
• Trades executed at market prices or through limit orders
• Swaps affected by slippage or price movements
• Transactions involving any level of loss due to market volatility

2.2 Liquidity Provision

Liquidity provided to pools cannot be refunded. This applies to:

• Token deposits into liquidity pools
• Impermanent loss incurred from liquidity provision
• Fees paid for adding or removing liquidity
• Losses from liquidity pool participation

2.3 Network Fees

Gas fees and network transaction costs are non-refundable:

• Blockchain gas fees paid to validators
• Bridge fees for cross-chain transfers
• Failed transaction fees (when transactions fail due to network conditions)
• Network fees for any blockchain interaction

2.4 Trading Fees

Platform trading fees charged by the Polkaswap protocol are non-refundable:

• 0.3% trading fees on token swaps
• Fees distributed to liquidity providers
• PSWAP token rewards already distributed

3. User Error and Responsibility

PSWAP Polkaswap is not responsible for refunds related to user errors, including but not limited to:

• Sending tokens to incorrect wallet addresses
• Selecting wrong token pairs for swaps
• Accepting unfavorable slippage settings
• Insufficient gas fees causing transaction failures
• Trading during high market volatility
• Losses due to impermanent loss from liquidity provision
• Loss of private keys or wallet access
• Phishing attacks or unauthorized access to your wallet

4. Technical Issues

4.1 Platform Errors

In rare cases where technical errors on our platform result in incorrect transaction execution, we will investigate on a case-by-case basis. However:

• Refunds are not guaranteed even for platform errors
• Blockchain transactions cannot be reversed once confirmed
• Investigation may take 30-60 days to complete
• Any resolution is at our sole discretion

4.2 Smart Contract Failures

We are not responsible for refunds related to:

• Smart contract bugs or vulnerabilities (though we conduct regular audits)
• Blockchain network failures or consensus issues
• Third-party protocol failures affecting cross-chain transactions
• Attacks or exploits on the underlying blockchain networks

5. Exceptional Circumstances

We may consider refund requests in the following exceptional circumstances:

5.1 Duplicate Charges

If you are charged multiple times for the same transaction due to a technical error on our platform, you may request a refund for duplicate charges. You must provide:

• Transaction hashes for all duplicate transactions
• Wallet address involved
• Timestamp of transactions
• Proof of duplicate charging

5.2 Unauthorized Transactions

If you believe unauthorized transactions occurred due to a security breach of our platform (not your wallet), you must:

• Report the incident within 48 hours of discovery
• Provide detailed evidence of the unauthorized activity
• Cooperate with our security investigation
• File appropriate law enforcement reports if applicable

Note: We are not responsible for unauthorized transactions resulting from compromised user wallets or private keys.

6. Refund Request Process

If you believe you qualify for a refund under our exceptional circumstances policy:

Step 1: Contact Us

Submit a detailed refund request through our contact form or email within 7 days of the transaction. Include:

• Your full name and contact information
• Wallet address(es) involved
• Transaction hash(es)
• Detailed description of the issue
• Screenshots or evidence supporting your claim
• Date and time of the transaction

Step 2: Investigation

Our team will investigate your request, which may take 30-60 business days. We may request additional information during this period.

Step 3: Decision

You will receive our decision via email. Decisions are final and not subject to appeal.

Step 4: Resolution (If Approved)

If your refund is approved, we will work with you to determine the best resolution method, which may include:

• Equivalent value compensation in PSWAP or other tokens
• Platform credits for future trading fee discounts
• Alternative remediation as determined appropriate

7. No Refunds for Market Conditions

We do not provide refunds for losses related to:

• Market price volatility
• Unfavorable price movements
• Slippage within acceptable tolerance ranges
• Changes in token value after purchase
• Regulatory changes affecting token values
• Project failures or rug pulls of third-party tokens
• Liquidations in leveraged positions (if applicable)

8. Third-Party Services

PSWAP Polkaswap is not responsible for refunds related to third-party services, including:

• Cryptocurrency wallet providers
• Bridge services for cross-chain transfers
• Other DeFi protocols you interact with through our platform
• Payment processors or fiat on-ramp services

Refund requests for third-party services must be directed to those service providers.

9. Blockchain Immutability

You acknowledge and understand that:

• Blockchain transactions are immutable and permanent once confirmed
• No person or entity can reverse blockchain transactions
• PSWAP Polkaswap does not have the technical ability to reverse confirmed transactions
• Smart contract executions are automatic and cannot be interrupted once initiated

10. PSWAP Token Rewards

PSWAP token rewards distributed through liquidity mining or trading incentives are:

• Final once distributed to your wallet
• Subject to vesting schedules where applicable
• Non-refundable and cannot be exchanged for other assets
• Subject to market value fluctuations

11. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. Your continued use of our Services after changes constitutes acceptance of the modified policy.

12. Dispute Resolution

If you disagree with a refund decision:

• You may request a review by providing additional evidence within 14 days
• Final disputes may be subject to arbitration as outlined in our Terms & Conditions
• You retain legal rights under applicable consumer protection laws

13. Regulatory Compliance

This Refund Policy complies with applicable laws in the United Kingdom and EU consumer protection regulations where applicable. However, the unique nature of blockchain technology and digital assets may limit traditional consumer protection mechanisms.

14. Customer Support

For questions about this Refund Policy or to submit a refund request:

15. Best Practices to Avoid Issues

To minimize the need for refund requests, we recommend:

• Start with small test transactions when using new features
• Double-check all transaction details before confirming
• Use appropriate slippage settings for market conditions
• Ensure sufficient gas fees for transaction confirmation
• Secure your wallet and never share private keys
• Keep your wallet software and browser updated
• Be cautious of phishing attempts and fake websites
• Research tokens thoroughly before trading
• Understand the risks of providing liquidity
• Monitor your transactions on blockchain explorers

16. Acknowledgment

By using PSWAP Polkaswap Services, you acknowledge that:

• You have read and understood this Refund Policy
• You accept the non-refundable nature of blockchain transactions
• You are solely responsible for verifying transaction details
• You understand the risks associated with cryptocurrency trading
• You will not hold PSWAP Polkaswap liable for non-refundable transactions