AsalWallet Refund & Transaction Reversal Policy

Effective Date: September 1, 2026

At AsalWallet, we are committed to providing secure, transparent, and reliable digital-asset and payment exchange services. This Refund & Transaction Reversal Policy explains the circumstances under which a refund may be considered and the requirements applicable to refund requests.

Because transactions involving digital currencies and electronic payments may be processed through irreversible networks or third-party payment providers, completed transactions are generally final and cannot be reversed.

1. Eligible Refunds

A refund may be considered where one or more of the following circumstances applies:

• Transaction Not Processed: A payment was successfully submitted but the requested transaction was not processed.
• Duplicate Payment: The same transaction or payment was unintentionally submitted more than once.
• Technical Error: A transaction could not be completed due to a confirmed technical or system error attributable to AsalWallet.
• Funds Received but Exchange Not Completed: AsalWallet received the customer's funds but was unable to complete the requested exchange or service.

All refund requests are subject to transaction verification, internal review, and applicable compliance requirements. Eligibility for a refund does not guarantee that a refund will be approved.

2. Non-Refundable Transactions

Refunds will generally not be available in the following circumstances:

• Incorrect wallet addresses, account details, payment information, or recipient information were provided by the customer.
• The transaction was successfully completed and the requested funds or digital assets were delivered.
• Losses resulting from cryptocurrency price movements, market volatility, exchange-rate fluctuations, or changes in asset value.
• Delays, failures, reversals, or restrictions caused by banks, card networks, payment processors, blockchain networks, or other third-party service providers.
• A transaction could not be completed because of regulatory, legal, sanctions, or compliance requirements where the issue resulted from customer-provided information or customer error.
• The customer changes their mind after a transaction has been successfully completed.

3. Refund Request Requirements

To protect customers and prevent fraud, AsalWallet may require the following information before reviewing or approving a refund:

• Transaction reference number or transaction ID
• Proof of payment
• Relevant wallet or payment details
• Government-issued identification or account verification documents, where required
• A clear description of the issue
• Any additional information reasonably requested by our Compliance, Risk, or Support teams

AsalWallet may delay or decline a refund where the information provided is incomplete, inaccurate, or cannot be independently verified.

4. Refund Review Process

Once a refund request is submitted, AsalWallet may review:

1. The transaction history and payment records.
2. Blockchain or payment-provider records, where applicable.
3. Account ownership and identity information.
4. Any relevant technical or operational records.
5. Applicable legal, regulatory, and compliance requirements.

Customers may be contacted for additional information during the review process.

5. Refund Processing Time

Where a refund has been approved, AsalWallet will generally initiate processing within 1–10 business days.

The actual time for funds to reach the customer's account may vary depending on the payment method, banking institution, payment processor, blockchain network, and any required verification procedures.

A refund is considered processed by AsalWallet once the applicable refund instruction has been successfully initiated.

6. Right to Decline or Delay a Refund

AsalWallet reserves the right to decline, suspend, or delay a refund request where:

• Fraud, unauthorized activity, abuse, or suspicious activity is suspected.
• The transaction is subject to an investigation.
• Required identity, account, or compliance verification has not been completed.
• The transaction has already been successfully completed.
• The refund would violate applicable laws, regulations, sanctions, or compliance requirements.
• The customer has provided false, misleading, or incomplete information.
• The request otherwise falls outside the circumstances covered by this Policy.

Where legally permitted, AsalWallet may request additional documentation before making a final determination.

7. Chargebacks and Payment Disputes

Customers agree to contact AsalWallet and provide an opportunity to investigate and resolve legitimate transaction issues before initiating a chargeback or payment dispute.

Unjustified or fraudulent chargebacks, including disputes initiated after a service or transaction has been successfully provided, may result in:

• Temporary account restrictions or suspension
• Permanent account termination
• Recovery of applicable costs or losses, where permitted by law
• Further investigation or reporting where required
• Legal action where appropriate and permitted by applicable law

Nothing in this section limits a customer's rights under applicable consumer-protection or payment laws.

8. Cryptocurrency Transactions

Customers acknowledge that cryptocurrency transactions may be irreversible once confirmed on the relevant blockchain network.

Customers are solely responsible for verifying transaction details before confirming a transfer, including:

• Recipient wallet address
• Network or blockchain
• Cryptocurrency and amount
• Payment details
• Any applicable destination tags, memos, or other required information

AsalWallet cannot guarantee recovery of digital assets sent to an incorrect address, unsupported network, or unintended recipient.

9. Compliance and Regulatory Requirements

All refunds and transaction reversals remain subject to applicable anti-money-laundering, sanctions, fraud-prevention, identity-verification, and other regulatory requirements.

AsalWallet may be required to withhold, restrict, or report funds or transactions where required by applicable law or a competent authority.

10. How to Request a Refund

Customers who wish to request a refund should contact the AsalWallet Support Team using the official contact details provided below. To help us review your request efficiently, please include:

• Your transaction reference number or transaction ID
• The date and amount of the transaction
• A clear description of the issue or reason for the refund request
• Relevant proof of payment or supporting documentation, where applicable
• Any additional information reasonably requested by our Support, Risk, or Compliance Team

All refund requests are subject to verification and review in accordance with this Refund Policy and applicable legal and regulatory requirements. 

Refund Support: support@asalwallet.com

11. Policy Updates

AsalWallet may update this Refund & Transaction Reversal Policy from time to time to reflect changes in our services, payment methods, security practices, or applicable legal and regulatory requirements.

The latest version published on our website will apply to transactions and refund requests handled under the applicable terms.

AsalWallet
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