Asset Return Rules of the WM.Money Service

1. Basic Definitions

Exchange — transfer of assets between the user's accounts and the service.
Exchange service — software hosted on the Internet that enables the exchange of assets.
User — a person using the service, including sending assets to the service accounts for exchange, either intentionally or by mistake.
Assets — digital or fiat currencies, including cash, tokens, and coins.
Request — an electronic request from the user for the exchange of assets created on the service website.
Timeout — the period during which the user must transfer assets to the service accounts for exchange.
Unaccounted funds — assets credited to the service accounts that are not reflected in the request, as well as assets sent without creating a request.
Return — the process of returning assets or unaccounted funds to the user's account.

2. General Provisions

2.1. These rules regulate the procedure for returning funds for operations carried out through the WM.Money service.

2.2. By creating an exchange request, the user confirms agreement with these rules and accepts the terms of transaction processing, including possible security verification procedures.

2.3. A return of funds may be carried out in cases where the execution of the request is impossible due to technical, operational, or other reasons.

2.4. The service considers each return request individually, taking into account the circumstances of the transaction.

2.5. As a rule, funds are returned to the details or address from which the original transfer was made.

2.6. In some cases, the service may request additional information from the user to clarify the details of the transaction before processing the return.

3. Return of funds in case of errors in the request

3.1. The user is responsible for the correctness of the details specified when creating the request.

3.2. If funds were sent to incorrect details due to the user's fault, the service may attempt to assist in the return of funds.

3.3. The service does not guarantee the possibility of returning funds in the case of incorrectly specified details.

3.4. If a return is technically possible, it will be carried out after additional verification of the circumstances of the transaction.

4. Return in case the request cannot be executed

4.1. If the execution of the request is impossible for reasons not dependent on the user, including technical limitations, problems on the side of payment systems or blockchain networks, the service has the right to cancel the request.

4.2. In such a case, the funds are returned to the sender to the original payment details.

4.3. The return period may depend on the payment system used, the blockchain network, or internal transaction processing procedures.

5. Fees for returning funds

5.1. In standard return cases, fees of payment systems, banks, or blockchain networks that arise during the return transaction may be taken into account.

5.2. The amount of such fees is determined by the terms of the respective payment systems or networks and does not depend on the service.

5.3. The service does not apply additional penalty fees for the return of funds if the return occurs for reasons not dependent on the user.

6. Return of funds after AML verification

6.1. All cryptocurrency operations undergo mandatory verification in accordance with Anti-Money Laundering (AML) requirements.

6.2. If an increased level of risk is identified, the service may decide to cancel the processing of the request.

6.3. After AML verification, the funds are returned to the user without the deduction of additional service fees.

6.4. The return is carried out to the address or payment details from which the original transaction was made.

6.5. In most cases, the return of funds is carried out within 24 hours from the moment the decision to return is made. In rare cases, the return may take up to 7–10 business days

6.6. The service does not withhold users' funds without grounds and does not confiscate them.

6.7. In cases where the return of funds is carried out as a result of an AML verification, the service does not apply additional penalty or operational fees. Only mandatory blockchain network or payment system fees may be deducted if applicable.

7. Refusal of the user to provide additional information

7.1. In certain cases, when additional verification of a transaction is required, the service may request additional information or documents from the user.

7.2. If the user refuses to provide the requested information, the processing of the corresponding request may be terminated.

7.3. In such a case, the received funds are subject to return to the sender to the original payment details.

7.4. The return of funds is carried out in full without applying additional penalty or operational fees by the service.

7.5. In most cases, the return of funds is carried out within 24 hours after the decision to terminate the processing of the request.

7.6. In certain situations, the return period may be up to 10 business days, which may be related to additional verification, blockchain network specifics, or payment system requirements.

8. Final provisions

8.1. The service reserves the right to suspend operations in order to conduct security checks.

8.2. All decisions regarding the return of funds are made taking into account the results of transaction verification, internal service rules, and applicable legal requirements.

8.3. In cases provided for by law, the service may cooperate with competent authorities and provide the necessary information upon official requests.

8.4. The user agrees to review these return rules before creating a request.

8.5. If any questions arise, the user may contact the support service through the official website of the service.