Refund Policy

This policy explains when money can and cannot come back to you after you have transacted with Simplewealth AG. It forms part of our Terms of Service and should be read with them. Where this policy and the Terms of Service differ on a refund question, this policy governs.

1. The short version

We do not offer refunds, cancellations or a cooling-off period. Once an order is confirmed and settled, it is final.

There are a small number of situations in which funds do come back to you — where a transaction failed, where we made a mistake, where you paid twice, where we could not onboard you, or where the law requires it. Section 4 lists them, and that list is exhaustive. There is no route to request a refund outside it, and we do not consider discretionary requests.

2. Why settlement is final

We settle in real time. When you confirm an order, we execute against the market immediately and deliver the assets to the wallet you nominated within moments. Two things follow from that.

First, the transaction is done. We have taken a position in the market on the strength of your order, at the price shown to you at the moment you confirmed. Unwinding it later does not restore the original position — it creates a second transaction at a different price, and the difference is a real cost that someone has to bear.

Second, the delivery cannot be undone. Once stablecoins are broadcast to the blockchain and reach your wallet, no one — not us, not the network, not any court — can pull them back. They are yours, and they are in your control. Returning your money at that point would mean you keep both the assets and the payment.

This is why the finality here is stricter than in ordinary online retail. There is nothing to send back.

3. No cooling-off period

Swiss law does not give consumers a general right of withdrawal from contracts concluded online or at a distance. The limited statutory right of revocation in the Swiss Code of Obligations applies to doorstep sales and comparable situations, not to a transaction you initiate yourself through our platform.

We do not offer a voluntary cooling-off period either, for the reasons in section 2. If you are used to a 14-day return right from shopping in the EU or the UK, it does not apply here — please do not rely on it.

4. When we return funds

We will return your money, without you having to ask, in the following situations and no others:

• The transaction did not complete. We received your payment but the order was not executed, or the assets could not be delivered — for example because the transaction failed technically, or we declined the order after receiving funds. We return the full amount received.
• We could not onboard you. You paid before verification was complete and we then declined to accept you as a client, or ended the relationship before executing. We return the full amount received.
• You paid twice, or paid too much. We return the duplicate or the excess.
• We made a mistake. We executed the wrong amount, the wrong asset, at the wrong rate, or otherwise not in accordance with your confirmed order. We correct the error, and where correction is not possible we put you back in the position you would have been in had we executed correctly.
• The transaction was not authorised by you. Following investigation, where we are satisfied that a transaction on your account was made without your authority and not through any failure on your part to keep your credentials secure.
• The law requires it. Where a court, regulator or other competent authority orders a return, or where mandatory law entitles you to one.

In each of these cases we act on our own initiative once we identify the issue. If you believe one of them applies and we have not acted, tell us — section 8 explains how.

5. When we cannot return funds

We cannot return funds where:

• the assets have been delivered to the wallet you nominated and the order executed as confirmed. This includes cases where you changed your mind, mistyped an amount that we executed as instructed, or the market moved against you after execution;
• you gave us a wrong, incompatible or inaccessible wallet address and the assets were sent there. Blockchain transfers cannot be recalled, and the assets are not recoverable by us or by anyone;
• the funds are subject to a blocking obligation. Where we have filed a report with the Money Laundering Reporting Office Switzerland, the law requires us to block the assets and prohibits us from telling you that a report has been made or why nothing is moving. In that situation we can neither release the funds to you nor return them until the block lifts, and we cannot explain the delay;
• returning the funds would breach sanctions or another legal obligation;
• the return would have to go to an account or card that is not yours. See section 6.

6. How a return is made

Where a return is due under section 4:

• It goes back by the same method you paid, to the same card, and in the same currency. We do not switch payment rails — a card payment is refunded to that card, never paid out to a bank account.
• It goes only to a card in your own name. We cannot return funds to a third party, to an account in another name, or to a wallet address, whatever the reason. This is a legal requirement under Swiss anti-money-laundering rules, not an administrative preference, and we cannot make exceptions to it.
• If the card you used has expired, been replaced or been cancelled, tell us. Your card issuer will normally still route the refund to your current account, but where it cannot, we will agree an alternative with you that satisfies the requirements above, and we may need to verify your identity again first.
• We aim to process a return within ten business days of establishing that one is due. Once we have processed it, how quickly it reaches you is a matter for your card issuer and typically takes a further few business days.
• Where the return follows a transaction that never executed, you receive the full amount we received. Where it follows an error of ours, you receive the amount needed to put you in the position correct execution would have produced. Blockchain network fees already spent on your behalf are not recoverable and are not returned, except where the error was ours.

7. Card chargebacks

You pay by card, and card scheme rules give you a right to dispute a charge with your issuer. That right exists independently of this policy and we do not attempt to remove it. But please read this section before using it.

A chargeback is not a refund route. It is a dispute mechanism for charges that are fraudulent, unauthorised, or for goods never delivered. Where we have delivered the stablecoins you ordered to the wallet address you supplied, none of those apply.

7.1 Strong authentication

Every card transaction on our platform is authenticated through 3-D Secure. There is no route to pay without it and we do not disable it for any client, merchant or transaction size.

This protects you: a card cannot be used on our platform without the authentication step your issuer requires. It also means that where authentication succeeds, card scheme rules generally place liability for a fraud-related dispute with the issuer rather than with us, and we will rely on that.

7.2 What we submit when a dispute is raised

We defend disputes on delivered transactions, and we keep the records to do it. For each dispute we submit:

• Delivery. The blockchain record of the assets we sent — the transaction hash, the timestamp, the amount, the asset and the destination address. This record is permanent, public and independently verifiable by your issuer, by the card scheme and by you.
• Control of the destination wallet. The order record showing the wallet address you supplied and confirmed, and the on-chain record of what happened to the assets afterwards — including their onward movement or spend from that wallet. Assets moving on from a wallet demonstrate that the person who received them controlled them.
• Authentication. Where the dispute alleges fraud, the full 3-D Secure authentication data for the transaction, showing that your issuer authenticated the payment.

Taken together, these show what was ordered, that it was delivered, that it reached a wallet you controlled, and that the payment was authenticated by your own bank.

7.3 Consequences of a chargeback on a delivered transaction

Where you raise a chargeback on a transaction we have delivered, we will:

• suspend your account while the dispute is open;
• treat any amount recovered from us as a debt you owe us, which we may recover from you, including through the courts;
• recharge to you every cost the card schemes levy on us in connection with the dispute — including Visa and Mastercard dispute, arbitration and administration fees — together with our own reasonable costs of handling it;
• end the relationship, and decline to onboard you again.

Raising a chargeback on a transaction you did authorise and did receive is a breach of our Terms of Service, and depending on the circumstances it may amount to an offence. If something has gone wrong with a transaction, please come to us first — section 8. We would far rather resolve it directly, and where section 4 applies we will return your money without you needing to involve your issuer at all.

If your card was genuinely used without your authority, tell us immediately as well as your issuer. Section 4 covers that situation and we will investigate it properly.

8. If something has gone wrong

Contact us at info@simplewealth.ch as soon as you notice a problem. Please include:

• the date and approximate time of the transaction;
• the amount and the asset;
• the order reference from your confirmation;
• the wallet address you nominated;
• and a short description of what you expected to happen and what actually happened.

We will acknowledge your message, investigate, and give you a reasoned answer. Where section 4 applies, we will process the return without further argument. Where it does not, we will explain why.

9. Complaints and disputes

If our answer does not resolve the matter, section 13 of our Terms of Service sets out our complaints procedure, and section 17 sets out how disputes are handled, including mediation and the courts of Zürich. Nothing in this policy affects a right you have under mandatory Swiss law.

10. Changes to this policy

We may amend this policy. Where an amendment is material and adverse to you, we will give you at least 30 days' notice by email or through the platform before it takes effect. The version published on our website is the version in force, and each version is dated.

11. Contact

Simplewealth AG
Voltastrasse 61
8044 Zürich, Switzerland
info@simplewealth.ch