Refund Policy

This Refund Policy ("Policy") explains the circumstances under which Mutuum ("we," "us," "our," or "Company") may provide refunds, reversals, or adjustments related to fees, services, or transactions on our decentralized exchange platform located at https://mutuum.co.uk ("Platform").

1. Understanding Blockchain Transaction Finality

1.1 Irreversible Nature of Blockchain Transactions

Mutuum operates as a decentralized exchange utilizing blockchain smart contracts. Once a transaction is confirmed on the blockchain:

• The transaction becomes immutable and cannot be reversed, canceled, or modified
• Cryptocurrency transfers are final and cannot be refunded through traditional means
• Mutuum does not have the technical capability to reverse blockchain transactions
• We do not hold custody of user funds and cannot access your wallet

By using our Platform, you acknowledge and accept that blockchain transactions are final and that requesting a refund of completed cryptocurrency trades is not technically possible.

1.2 User Responsibility

You are solely responsible for:

• Verifying transaction details (amounts, addresses, tokens) before confirmation
• Understanding slippage, price impact, and trading mechanics
• Ensuring sufficient funds for gas fees and platform fees
• Accepting market risks including price volatility and impermanent loss
• Securing your wallet and private keys

2. Platform Service Fees

2.1 Types of Fees

Mutuum charges various fees for platform services:

Fee Type	Description	Refund Eligibility
Trading Fees	0.3% fee on swap transactions distributed to liquidity providers	Non-refundable (distributed to pool)
Gas Fees	Blockchain network fees paid to validators	Non-refundable (paid to network)
Premium Features	Optional paid features or subscription services	May be eligible (see Section 3)
Listing Fees	Fees for token listing or promotional services	Case-by-case evaluation

2.2 Non-Refundable Fees

The following fees are generally non-refundable:

• Trading Fees: Distributed to liquidity providers upon transaction execution
• Gas Fees: Paid directly to blockchain network validators and not controlled by Mutuum
• Failed Transaction Gas Fees: Gas fees are consumed even if a transaction fails due to network conditions or user error
• Market Loss: Losses resulting from market volatility, price movements, or trading decisions
• Slippage: Price differences between estimated and actual execution prices

3. Refund-Eligible Scenarios

While cryptocurrency transactions are generally final, refunds may be considered in the following limited circumstances:

3.1 Platform Service Fees

Refunds for premium features, subscriptions, or paid services may be granted if:

• You cancel a subscription within 14 days of purchase (cooling-off period)
• A service was not delivered as described due to platform error
• You were charged incorrectly or multiple times for the same service
• The service became unavailable due to platform discontinuation

3.2 Platform Technical Errors

In rare cases where a proven platform technical error or bug directly caused financial loss, we may consider compensation:

• Smart Contract Bugs: If a verified vulnerability in our audited smart contracts resulted in loss
• Platform Interface Errors: If incorrect information displayed on our interface led to unintended transactions
• System Failures: If platform downtime or errors prevented you from executing time-sensitive transactions

Requirements for Technical Error Claims:

• Documented evidence of the technical error (screenshots, transaction hashes, error messages)
• Demonstration that the error was caused by Mutuum and not user error or external factors
• Claim submitted within 30 days of the incident
• Verification by our technical team that a platform error occurred

3.3 Unauthorized Access

If your account was compromised due to a proven security breach on our end (not including user negligence such as phishing or weak passwords), we will investigate and may offer compensation. You must:

• Report the unauthorized access immediately upon discovery
• Provide evidence of unauthorized transactions
• Demonstrate that the breach was not caused by your security negligence
• Cooperate fully with our security investigation

3.4 Duplicate Charges

If you are accidentally charged multiple times for the same service or transaction fee:

• Contact our support team with transaction evidence
• We will verify the duplicate charge
• Refunds will be processed within 7-10 business days upon verification

4. Non-Refundable Situations

Refunds will NOT be provided in the following circumstances:

4.1 User Error

• Sending tokens to incorrect addresses
• Misunderstanding transaction parameters (amount, slippage, gas fees)
• Failing to read or understand warnings and confirmations
• Not reviewing transaction details before confirming
• Insufficient funds for gas fees causing transaction failures

4.2 Market Conditions

• Losses due to cryptocurrency price volatility
• High slippage in low-liquidity pools
• Unfavorable exchange rates or price movements
• Impermanent loss from liquidity provision
• Changes in token value after purchase

4.3 External Factors

• Blockchain network congestion or delays
• High gas fees during network congestion
• Smart contract vulnerabilities in third-party tokens
• Rug pulls or scams involving third-party tokens
• Regulatory changes affecting token availability

4.4 Security Negligence

• Compromise of your wallet due to phishing, malware, or weak passwords
• Sharing private keys or seed phrases with unauthorized parties
• Failing to secure your device or accounts
• Falling victim to social engineering scams

4.5 Change of Mind

• Regretting a trade after execution (except within 14-day cooling-off period for subscriptions)
• Dissatisfaction with trading outcomes or investment performance
• Preferring a different token after completing a swap

5. Refund Request Process

5.1 How to Request a Refund

If you believe you qualify for a refund under this Policy:

1. Contact Support Immediately: Email support@Mutuum.co.uk or use our in-platform support system
2. Provide Comprehensive Information:
   • Your wallet address
   • Transaction hash(es) relevant to the refund request
   • Date and time of the transaction(s)
   • Detailed description of the issue
   • Screenshots or other supporting evidence
   • Explanation of why you believe a refund is warranted
3. Submit Within Timeframe: Refund requests must be submitted within 30 days of the incident
4. Allow Investigation Time: Our team will review your request within 5-7 business days

5.2 Review Process

Upon receiving your refund request:

• Our support team will acknowledge receipt within 24 hours
• A detailed investigation will be conducted by our technical and compliance teams
• We may request additional information or evidence
• You will receive a decision within 7-14 business days for straightforward cases
• Complex cases involving technical errors may require up to 30 days for full investigation

5.3 Decision Communication

We will communicate our decision via email, including:

• Approval or denial of the refund request
• Explanation of the reasoning behind our decision
• If approved, the refund amount and processing timeline
• If denied, information on alternative resolution options

6. Refund Processing

6.1 Approved Refunds

If your refund is approved:

• Fiat Refunds: Processed to the original payment method within 7-10 business days
• Cryptocurrency Refunds: Sent to your registered wallet address within 3-5 business days
• Partial Refunds: Pro-rated amounts calculated based on usage or time elapsed
• Processing Confirmation: You will receive confirmation once the refund is initiated

6.2 Refund Methods

Refunds are typically issued using the same method as the original payment:

• Credit/debit card refunds appear on your statement within 5-10 business days
• Bank transfer refunds may take 7-14 business days depending on your bank
• Cryptocurrency refunds are sent to your registered wallet address
• Alternative refund methods may be arranged in special circumstances

6.3 Refund Limitations

• Refunds are limited to the fees paid to Mutuum directly
• We cannot refund gas fees paid to blockchain networks
• Trading fees distributed to liquidity providers cannot be recovered
• Market losses or price differences are not refundable
• Refunds do not include compensation for opportunity costs or expected profits

7. Dispute Resolution

7.1 Internal Appeal Process

If your refund request is denied and you disagree with our decision:

1. Request a formal review by emailing appeals@Mutuum.co.uk
2. Provide any additional evidence or arguments not previously considered
3. A senior team member will conduct an independent review
4. You will receive a final decision within 14 business days

7.2 External Dispute Resolution

If you remain unsatisfied after our internal appeals process, you may pursue dispute resolution through:

• Mediation services mutually agreed upon by both parties
• Arbitration under the terms specified in our Terms & Conditions
• Legal action in accordance with applicable jurisdiction

8. Special Circumstances

8.1 Force Majeure

In events beyond our reasonable control (natural disasters, war, government actions, pandemic, network attacks), we may temporarily suspend refund processing. We will resume normal operations as soon as reasonably possible and communicate updates to affected users.

8.2 Platform Discontinuation

If Mutuum permanently discontinues services:

• Active premium subscriptions will be refunded on a pro-rata basis
• Users will receive at least 90 days' notice before discontinuation
• Instructions will be provided for withdrawing funds and migrating to alternative platforms
• Reasonable efforts will be made to minimize user disruption

8.3 Regulatory Changes

If regulatory changes force service modifications or restrictions:

• Affected users will be notified promptly
• Refunds for unused services will be evaluated on a case-by-case basis
• We will work to provide alternative solutions where possible

9. Prevention and Best Practices

9.1 How to Avoid Needing Refunds

Minimize the likelihood of issues by following these best practices:

• Educate Yourself: Understand how DEXs, AMMs, and blockchain transactions work before trading
• Start Small: Test with small amounts when using new features or trading unfamiliar tokens
• Double-Check Details: Verify all transaction parameters before confirming
• Review Warnings: Read and understand all platform warnings and notifications
• Use Security Features: Enable two-factor authentication and use hardware wallets for large amounts
• Stay Informed: Keep up with platform announcements, security alerts, and best practices

9.2 Platform Safeguards

Mutuum implements various safeguards to protect users:

• Transaction preview screens showing estimated outcomes
• Slippage tolerance settings to prevent unexpected price changes
• Warnings for high-risk tokens or unusual trading parameters
• Smart contract audits by reputable third-party firms
• Security monitoring and fraud detection systems

10. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website with an updated "Last Modified" date. Material changes will be communicated through:

• Email notification to registered users
• Prominent notice on the Platform homepage
• In-platform notifications

Your continued use of Mutuum after changes constitutes acceptance of the modified Refund Policy. We encourage you to review this Policy periodically.

11. Contact Information