At MXT-DIGITAL, security and fairness in transactions are fundamental to the operation of our platform. Therefore, specific guidelines have been established to regulate refund requests.
Since transactions involving digital assets are, by nature, irreversible, refunds are only granted under strict and limited criteria, which are detailed below:
General Conditions for Refund Eligibility
Refunds will only be considered under the following conditions:
In the event that, due to causes attributable to MXT-DIGITAL, digital assets were sent to an address other than the one directly provided by the customer.
Refunds will not be granted if the wallet address provided by the user was incorrect, incomplete, invalid, or contained errors that resulted in the successful transfer of the assets to a different or inaccessible address.
Procedure for Requesting a Refund
To initiate a refund request, the user must send an email to the official support address: soporte@mxt-digital.com, including all the following mandatory items:
Incomplete requests or those missing any of the required items will not be processed.
Evaluation Process and Refund Timeline
Once the complete request is received, MXT-DIGITAL's support and compliance team will conduct a detailed review of the case. If it is confirmed that the error in the transfer of digital assets was the responsibility of our platform, the refund will be approved.
The refund will be processed within a maximum of thirty (30) calendar days from the date the request is confirmed as eligible.
The customer will be notified via email regarding the status of their request, including confirmation of the resolution and the estimated refund date.
Refund Value and Exchange Rate
The applicable exchange rate at the time of the original transaction will be used to determine the refund amount.
Exclusions and Limitations
Refunds will not be issued for user errors in entering wallet addresses.
Cancellations will not be accepted once digital assets have been successfully sent to the address provided by the customer.
Requests that cannot be verified with proper documentation will not be accepted.
MXT-DIGITAL reserves the right to deny any refund request that does not meet the requirements established in this policy.
Contact
For any questions regarding this policy, you may contact our support team via email at: soporte@mxt-digital.com
UPDATED AS OF MAY 2025