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The present rules determine Geratsu set of procedures on how funds to be returned to a client. The purpose of this policy is to prevent any probability of conflicts between clients and the company, as well as to reduce risks related to fulfilling AML policy.
Geratsu guarantees to all its clients those rights for refund, in case such client is not satisfied with the quality of the provided services. Furthermore, Geratsu guarantees that the client has the right to request the funds to be returned even in cases when the client's account was already funded. Geratsu treats every refund with reasonable care and skill.
This Refund Policy concerns exclusively transaction fees and clients' funds. The policy does not cover any transactions between the clients related to purchase-sale of the trading assets and it does not refer to any refunds for purchasing the trading assets. Refund of the amount that exceeds the total amount of deposited funds is not possible and will not be taken into consideration.
This Refund Policy is an integral part of the public documents package, pursuant to which the company provides services (including services of financial and informational nature, etc.) to its clients.
Refund will only be considered if the client fulfills all the provisions of the public documents package of the company. If the client fails to comply with the provisions of the public documents package, Geratsu shall have the right, in its sole discretion, to decline the client's request for a refund.
In order to apply for a refund, the client must request and complete a refund form and send the respective form to the finance department via appropriate contact method of his own choice. You can obtain the refund form under request sent to Geratsu support.
To prevent prohibited conduct, all payments and information related to refund may be verified by Geratsu. In such cases, Geratsu may request the client to provide certain documents, including, but not limited to, identification documents, copy of the client's Payment Card and Invoice or/and any other proof of the fact that disputed payment was made. In case if the client fails to provide appropriate documents or information within three days upon the Geratsu request or in case of any doubts as to the authenticity of provided documents, Geratsu shall be entitled to decline the client's refund request.
Geratsu shall process the client's refund form as soon as is reasonably practicable. Response times will vary depending on stated reasons for the request. In any case, Geratsu shall notify the client on the outcome of the request in accordance with the timescales set out herein. Refund requests will only be approved or declined after a verification procedure performed by Geratsu.
Submission of refund form does not guarantee that the client's request will be satisfied. All requests for refund will only be accepted where notice is received by Geratsu no later than seventy two hours after the transaction has been made. Notice should be provided to Geratsu by completing the refund form. Completed refund form should be sent to the Geratsu electronic address with the subject “Refund Request”. Geratsu provides the refund using the same means of payment as the client made a deposit from.
Within fifteen business days as of the date of refund from receipt, Geratsu shall contact the client to request further information, if required, and the client shall provide such information as soon as reasonably practicable but in any case no later than fourteen days following such request.
Geratsu shall notify the client by email on its final decision regarding refund:
- within fifteen business days following the receipt of the last requested additional document or information;
- within fifteen business days following the receipt of refund form if no further information or document is requested.
A refund will be processed without undue delay, and in any event within fifteen business days beginning with the day on which the Geratsu agrees that the client is entitled to a refund.
The client will have no refund:
- When requested by Geratsu to do so, the client fails to provide Geratsu with information or/and document(s) within the terms set herein.
- If Geratsu suspects that the client has, or is, engaged in, or have in any way been involved in, fraudulent or illegal activity, including prohibited conduct.
- If Geratsu finds out that the client has not been complying rules that stated in provisions of the public document package.
Geratsu reserves the right to lock the client's funds while the refund investigation is in process, which means that the funds could be inaccessible during such investigation.
If the company classifies the activities of the client as inappropriate or contradicting the usual purpose of the company’s services usage, where there is a direct, or indirect, illegal or dishonest intent, the company has the right to act within the framework of this document, without informing the client in advance. All direct or indirect losses; expenses connected with transfer of funds are reimbursed to the company from the client’s funds.
Geratsu expects the client to contact it using Geratsu contact details to resolve any problem or issue related to his/her payments before the client makes any chargeback request. This section does not affect any rights and/or claims, which the client may have against the bank/financial institution.
Geratsu will investigate any chargeback requests made by the client and in response will inform the client's issuing bank whether any service or transaction has been cancelled.
Geratsu reserves the right to suspend the client's account and lock the client's funds during the chargeback investigation procedure.
Any charges, which arise upon processing refund, shall be borne solely by the client. Such charges will be deducted from the final amount of refund.
This refund policy will be amended from time to time if there is any change in the legislation. Terms and conditions of the refund policy are subject to change by Geratsu and in the case of any amendments, Geratsu will make an appropriate announcement. The changes will apply after Geratsu has given notice.
In case if the client does not wish to accept the revised refund policy, he/she should not continue to use Geratsu Services. If the client continues to use the Services after the date on which the change comes into effect, his/her use of the services to be bound by the new refund policy.
The company has the right to block access to the client's cabinet, suspend trading activity on accounts, cancel deposit/withdrawal applications or return funds if the source of money or activity of the Client contradicts the Company's AML policy or any established by the Company rules.