Vestra Refunds Policy

Introduction

At Vestra Holdings, we are committed to upholding the highest standards of transparency, compliance, and customer protection in all aspects of our real estate investment platform. Our Refunds Policy is designed to provide clarity on the circumstances under which refunds may be granted, the process for requesting a refund, and the timelines involved. This policy is strictly aligned with industry best practices and regulatory requirements to ensure fairness and accountability for all users.

Please note: The standard processing time for refunds by Vestra Holdings is up to 21 business days from the date your refund request is approved. However, additional time may be required depending on the policies and processing timelines of the payment gateway used during your transaction. Users should be aware that each gateway or payment provider has its own refund procedures which are outside Vestra Holdings’ direct control; these must be added to our internal timeline.

Scope of Refunds

Refunds at Vestra Holdings are considered strictly on a case-by-case basis and are subject to both internal review and external gateway/provider rules. The following outlines key scenarios where refund requests may arise:

Eligible Reasons for Refund Requests

• User Deposit Errors: Accidental overpayments, duplicate deposits, or incorrect deposit amounts.
• Technical Failures: Platform errors resulting in failed transactions not credited to user accounts.
• Fraudulent Activity: Proven unauthorized access or fraudulent transactions (subject to investigation).
• Regulatory Compliance Issues: Transactions blocked due to KYC/AML non-compliance after funds were deducted.
• Unfulfilled Services: Failure by Vestra Holdings to deliver purchased services due to system error.

Ineligible Reasons for Refund Requests

Refunds will generally NOT be provided for:

• Change of mind after successful investment allocation.
• Negligence: Mistakenly entering wrong account numbers or transaction codes.
• Cancelled Transactions: User-initiated cancellations before funds are allocated/invested.
• Incorrect Transaction Codes: Use of invalid or expired codes during deposit/withdrawal processes.
• Failure by user to complete KYC/AML verification after deposit (unless otherwise specified).
• Fees paid externally (deposit/withdrawal/KYC/unban).

Requesting a Refund

To initiate a refund request, users must:

1. Submit a formal request via their Vestra Holdings dashboard or official support channels within 7 calendar days of the transaction in question.
2. Provide all relevant details including transaction ID, date/time, amount, reason for refund request, and supporting documentation if applicable (e.g., screenshots).
3. Cooperate fully with any additional verification steps required by Vestra Holdings’ compliance team.

Failure to provide accurate information may result in delays or denial of your refund request.

Review & Approval Process

Upon receipt of your refund request:

1. The Vestra Holdings support team will acknowledge your submission within 2 business days.
2. An initial review will determine if your claim meets eligibility criteria as outlined above.
3. If eligible, your case will undergo compliance checks—including fraud screening and regulatory review—to ensure no breach of AML/KYC obligations.
4. If approved internally, we will initiate the external refund process with the payment gateway/provider used during your original transaction.

Important Note:
The total time required for you to receive refunded funds consists of two parts:

1. Up to 21 business days for Vestra Holdings’ internal processing;
2. Additional time as dictated by the policies/timelines of your chosen payment gateway/provider (which may vary based on region/bank/payment method).

Some gateways may require further documentation from you directly before releasing funds; please respond promptly if contacted by them.

Gateway Policies & Timelines

Each payment gateway integrated with Vestra Holdings has its own independent policies regarding refunds—including but not limited to minimum/maximum wait times, documentation requirements, reversal fees, currency conversion charges, etc. These factors can extend overall processing beyond our standard 21-business-day window.

We strongly recommend that users familiarize themselves with their selected gateway’s terms prior to initiating deposits/withdrawals on our platform.

Vestra Holdings cannot guarantee exact dates for receipt of refunded funds once they have been released from our end; responsibility then shifts fully onto the external provider’s timeline.

Deductions & Non-refundable Charges

All external fees paid at point-of-deposit/withdrawal/KYC/unban (as detailed in our Fee & Charges Disclosure Policy) are non-refundable under any circumstances because they are processed directly by third-party gateways/providers.

If a partial refund is granted (e.g., only part of an erroneous deposit), only the net amount received into your account will be considered—external fees already paid remain non-refundable.

In cases where refunds are issued due solely to technical error or proven fraud unrelated to user action:

• External fee refunds may be requested directly from the payment provider/gateway by help of our customer support.
• Internal wallet balances remain unaffected unless otherwise stipulated in dispute resolution outcomes.

Special Circumstances & Exceptions

Vestra Holdings reserves sole discretion over granting exceptions in extraordinary cases such as:

• Regulatory intervention requiring immediate fund reversal;
• Court orders mandating restitution;
• System-wide technical failures affecting multiple users simultaneously.

Such exceptions will always comply with prevailing laws/regulations and industry standards.

User Responsibilities

Users must ensure accuracy when entering transaction details—especially account numbers/codes—and double-check all information before confirming payments/deposits/withdrawals.
Negligence leading to erroneous transactions remains primarily the user’s responsibility; while we strive for fairness in reviewing such cases, repeated errors may result in denial of future refund requests or additional administrative charges.

Users must also maintain up-to-date contact information so that both Vestra Holdings staff and external gateways can reach them promptly if further action/documentation is needed during any stage of the refund process.

Communication & Status Updates

You will receive email notifications at each major step:

1. Acknowledgment of receipt
2. Decision on eligibility
3. Confirmation when funds have been released from our end
4. Any additional instructions if required by external providers/gateways

For status updates at any time during this process—or clarification about specific gateway timelines—please contact our support team via official channels listed on our website.

Amendments & Updates

This Refunds Policy is reviewed regularly and updated as necessary in accordance with changes in law/regulation or industry best practices. All amendments take effect immediately upon publication on our website; continued use constitutes acceptance thereof.

We encourage all users—new and existing—to consult this policy prior to initiating any financial transaction within our ecosystem.