Refund Policy

1. Overview

At Sikkaa Exchange, we are committed to providing a secure and transparent platform for cryptocurrency trading. This Refund Policy outlines our approach to transaction-related requests and refunds.

2. General Refund Policy

Sikkaa Exchange does not provide refunds on cryptocurrency transactions that have been successfully received and processed on the blockchain.

Once a transaction is confirmed and settled on the blockchain, it becomes irreversible. This is a fundamental characteristic of blockchain technology and cryptocurrency transactions. Therefore, we cannot reverse, cancel, or refund transactions that have been completed and recorded on the distributed ledger.

3. Why Refunds Are Not Available

3.1 Blockchain Immutability

Cryptocurrency transactions are processed on decentralized blockchain networks. Once a transaction achieves the required confirmations and is finalized on the blockchain, it cannot be reversed or undone by any single entity, including Sikkaa Exchange.

3.2 Transaction Finality

Unlike traditional banking systems where transactions can sometimes be recalled or reversed, blockchain transactions are final and permanent. This immutability is a core feature that ensures the security and integrity of the blockchain network.

3.3 User Control

As a non-custodial or self-custodial exchange platform, users maintain control of their private keys and wallet addresses. Users are responsible for verifying transaction details before confirming any transaction.

4. Special Cases and Exceptions

While our standard policy does not permit refunds on completed transactions, we recognize that exceptional circumstances may warrant individual review.

4.1 When to Contact Support

If you believe your situation qualifies as a special case, please reach out to our support team:

• Email: support@sikkaaexchange.com
• Response Time: Our support team aims to respond within 24-48 business hours

4.2 Examples of Special Cases

Special cases may include (but are not limited to):

• Transactions sent to incorrect wallet addresses (though recovery may not be possible)
• Duplicate transaction submissions resulting in multiple charges
• Technical errors or platform malfunctions that directly caused a transaction issue
• Unauthorized access to your account (subject to verification)

5. User Responsibilities

To protect your funds and minimize the need for refund requests, please follow these best practices:

5.1 Before Making a Transaction

• Verify wallet addresses: Always double-check the recipient wallet address before confirming a transaction
• Review transaction details: Confirm the amount, asset type, and network before proceeding
• Test with small amounts: If sending to a new address, consider sending a small test transaction first
• Maintain account security: Use strong passwords, enable two-factor authentication (2FA), and keep your login credentials secure

5.2 Account Security

• Never share your private keys or recovery phrases
• Use hardware wallets for storing large amounts of cryptocurrency
• Be cautious of phishing attempts and verify you are using the official Sikkaa Exchange website
• Regularly monitor your account for unauthorized activity

6. Dispute Resolution Process

If you have submitted a support request regarding a transaction and wish to escalate your case:

1. Submit Detailed Information: Provide your transaction ID, wallet address, timestamp, and a clear description of the issue
2. Await Review: Our support team will review your case within 2-3 business days
3. Outcome Notification: You will receive a decision regarding your request via email
4. Appeals: If you disagree with the decision, you may request escalation to our senior support team

7. Transaction Fees and Costs

Please note that transaction fees paid to miners or network validators cannot be refunded, even if a transaction fails to complete. Users are responsible for paying network fees as part of the blockchain transaction process.

8. Prohibited Transactions

Sikkaa Exchange does not process refunds for transactions involving:

• Illegal or suspicious activity
• Sanctions-listed countries or individuals
• Violation of our Terms of Service
• Money laundering or fraud-related activities

Users engaging in such activities may face account suspension or permanent closure, and no refunds will be issued.

9. Network-Specific Considerations

Different blockchain networks (Bitcoin, Ethereum, Polygon, etc.) have varying confirmation times and finality rules. Once your transaction achieves the standard confirmation threshold for the respective blockchain network, it is considered final and irreversible.

10. Policy Updates

Sikkaa Exchange reserves the right to update this Refund Policy at any time. Changes will be communicated through our website and user notifications. Continued use of Sikkaa Exchange following policy updates constitutes acceptance of the revised terms.

11. Contact Us

For any questions regarding this Refund Policy or to discuss a potential special case:

• Email: support@sikkaaexchange.com
• Available Support Languages: English, Hindi
• Support Hours: Monday - Friday, 10:00 AM - 6:00 PM IST