Eligibility for Refunds

Refunds from ElevenTrust are only applicable in cases where a transaction cannot be successfully completed. Transactions that are successfully executed, processed, and settled are not eligible for refunds.

Refund requests can be entertained if initiated within 3 days from the date of the initial transfer.

Refund Processing Time

ElevenTrust commits to processing refunds within 7 days from the date the case is officially closed.

Refund Payment Method

All refunds will be issued exclusively to the original payment method used for the transaction. Alternative payment methods will not be accepted for refunds.

Refund Request Procedure

1. To initiate the refund process, please contact our customer support team at [email protected], providing all necessary transaction details for verification:

- Transaction Reference Number – The unique identifier of the transaction in question.

- Reason for the Refund Request – A clear and concise explanation of why the refund is being requested.

- Supporting Documentation (if applicable) – Any additional details that help validate the request.

2. Once your refund request is reviewed and approved, we will inform you of the eligible refund amount.

3. A processing fee of 1% of the refund amount will be applied. This fee will be a minimum of 5 EUR and will not exceed 50 EUR per transaction.

4. Refunds will be issued only through the same payment method used for the initial transaction. Please allow up to 10 business days for the refund to be processed and credited to your account.

5. If you place an order on any P2P marketplace where we operate, cancel it, and later initiate a SEPA refund request without contacting us first, a 100 EUR penalty fee will be deducted from your refund amount.

Important Considerations

Refund Guarantee: Refunds are not guaranteed in all circumstances. ElevenTrust reserves the right to refuse any refund request based on internal review.

Refund Eligibility: Refunds are only granted in cases where the transaction was not successfully completed due to reasons outside the client’s control.

Processing Period: If a refund is delayed beyond 15 days, clients are advised to contact the ElevenTrust support team for assistance.

Payment Method for Refunds: Refunds will be sent only to the original payment method. For instance, a payment made via SEPA transfer will be refunded to the same SEPA account. Refunds to a different account or payment method are not allowed.

Transaction Fees: Clients are responsible for any transaction fees imposed by third-party payment processors, banks, or cryptocurrency platforms associated with refunds.

Contact Information

For any inquiries or to initiate a refund request, please reach out to our customer support team at [email protected]. Our team is available to assist you from 9.00 am to 5.00 pm CET.

ElevenTrust reserves the right to modify this refund policy at any time without prior notice. We encourage clients to review our refund policy periodically, especially before making a transaction.