PentrraWallet
PentrraWallet This Refund Policy sets out the conditions that apply to refund requests relating to all services offered by PentrraWallet.
By using PentrraWallet, the user acknowledges having read this Policy and accepts the conditions set out in it, subject to any rights that may be granted under mandatory applicable laws and regulations.
PentrraWallet provides various digital and financial services available to its users.
Given the nature of the services offered, funds added to a user's PentrraWallet account are exclusively intended to allow the use of the services offered by PentrraWallet.
As a result, a user cannot request a refund or return of funds simply because they no longer wish to use PentrraWallet's services.
Amounts credited to a PentrraWallet account do not, in themselves, constitute a product or service that can be refunded solely at the user's request.
All funds added to a user's account through the funding methods available on PentrraWallet are intended exclusively for use with the services offered by PentrraWallet.
A refund request based solely on one of the following grounds will not be accepted:
A refund may be granted when a user has actually paid for a PentrraWallet service and did not receive that service.
This situation may in particular result from a technical error, a system malfunction, or another incident attributable to PentrraWallet that prevented the effective delivery of the paid service.
Where the refund has not been made automatically by the system, the user may contact PentrraWallet support to request a review of their situation.
After verification, if PentrraWallet confirms that the user paid for a service that was in fact not provided, the amount corresponding to the service not provided may be refunded.
Where a service has been correctly provided to the user, no refund will be granted on the grounds that the user:
Payment for a service therefore cannot be considered refundable simply because the user changed their mind when the service was in fact provided.
Refusal of a service, a card, or a payment method by a merchant, a platform, a website, a provider, or any other third party does not, on its own, constitute grounds for a refund.
PentrraWallet cannot guarantee that a service or payment method will be accepted by every merchant or every third-party platform.
As a result, a refusal from a third party does not automatically give rise to a right to a refund.
Where a user pays fees related to the creation of a card and a technical problem prevents that card from actually being created, PentrraWallet may refund the amount paid for the creation of the card concerned in order to allow, where applicable, the creation of a new card.
On the other hand, where a card has been correctly created and used, and a problem subsequently arises, any refund that applies after verification may relate only to the funds actually present on the card concerned and affected by the identified problem.
No refund will be granted solely because a merchant or third party declined the card.
Where a technical error attributable to PentrraWallet results in an unjustified debit or charge, PentrraWallet will, after verification, refund the amount concerned.
Where the same transaction has been debited multiple times due to a technical error by PentrraWallet, the amount corresponding to the excess debit may be refunded.
Any refund request must be submitted to PentrraWallet amicably, through the support channels officially made available by PentrraWallet.
To allow the request to be processed, the user must provide all information reasonably necessary to identify and verify the transaction concerned, including, where available:
PentrraWallet may request additional information where necessary to review the request.
Where a refund is approved, PentrraWallet undertakes to process the refund within a maximum of three (3) business days from receipt of the refund request, subject to receipt of all information necessary to process it.
This timeframe relates to the processing of the refund by PentrraWallet. The actual time it takes for funds to be received may nonetheless depend on the method used to make the refund as well as the processing times of the relevant providers or institutions.
PentrraWallet undertakes to review refund requests professionally and to treat its users with respect.
In return, any refund request must be made courteously and amicably.
Requests accompanied by threats, intimidation, insults, harassment, abusive pressure, or any disrespectful conduct toward PentrraWallet, its employees, representatives, or partners may not be processed under these conditions.
PentrraWallet also reserves the right to take the measures provided for in its Terms and Conditions of Use where a user's conduct constitutes a violation of them.
In the event of a violation of PentrraWallet's Terms and Conditions of Use, PentrraWallet may suspend or terminate the user's access to its services, in accordance with the applicable conditions.
Where PentrraWallet decides to terminate the contractual relationship on this basis and circumstances permit, the user may be given a period of forty-eight (48) hours to use the funds available in their account or on a card, in line with the services still accessible during that period.
At the end of this period, PentrraWallet may close the account and terminate the contractual relationship.
Funds not used by the expiry of this period will not automatically be refundable where their non-use results from a violation of the Terms and Conditions of Use by the user, subject to any mandatory legal obligations that may apply.
The mere fact that a user has a positive balance in their PentrraWallet account or on a card does not, on its own, create a right to a refund.
Available funds are intended for use with PentrraWallet's services in accordance with the applicable conditions.
As a result, except in the cases expressly provided for in this Policy or where a refund is required by a mandatory legal provision, PentrraWallet does not refund balances solely at the user's request.
In order to protect its users, partners, and systems, PentrraWallet may carry out any verification reasonably necessary before approving a refund request.
PentrraWallet may in particular verify information relating to the transaction, the account history, the service concerned, and any element allowing it to determine whether the service was actually provided.
Any attempt at fraud, false statement, or manipulation of the refund process may result in measures being taken in accordance with PentrraWallet's Terms and Conditions of Use and applicable laws.
This Refund Policy does not limit any right or remedy that the user would be mandatorily entitled to under applicable legislation.
Where a mandatory legal or regulatory provision provides for a right to a refund, withdrawal, or other remedy that cannot be contractually excluded, that provision will prevail over any conflicting provisions of this Policy.
PentrraWallet may modify or update this Refund Policy where necessary, in particular to reflect changes to its services, its procedures, or applicable legal and regulatory requirements.
The most recent version of this Policy will be published on PentrraWallet's official channels.
For any question regarding this Policy or to submit a refund request, the user must contact PentrraWallet's official support through the communication channels made available on the platform.
Email: support@pentrrawallet.com
Any request will be reviewed in accordance with this Policy, PentrraWallet's Terms and Conditions of Use, and applicable legal provisions.