Refund & Cancellation Policy

This Refund & Cancellation Policy explains how BELEM Blockchain Technology Co., Ltd. ("BELEM") handles refunds, cancellations, and returned funds. Because BELEM provides foreign-exchange, money-transfer, and virtual-currency conversion services, transactions are generally executed at live market rates and are final and irreversibleonce settled. Please read this policy carefully before initiating a transfer.

1. Nature of our services

When you exchange fiat for digital assets (or vice versa), BELEM executes your order against real-time market liquidity. Once an order is confirmed and the corresponding crypto or fiat leg has been sent, the transaction cannot be cancelled, reversed, or "refunded" in the conventional sense, because the underlying asset has already changed hands and market prices move continuously.

2. Before an order is executed

You may cancel an order at no cost before it is confirmed and executed — for example, while your application is pending review or before you have sent funds. To cancel, contact Support@belem-services.com and do not transmit any funds.

3. After funds are received but before crypto is sent

If you have sent fiat funds but the corresponding digital assets have not yet been released, you may request cancellation. Where cancellation is possible, BELEM will return the received amount to the originating verified bank account, less:

• any third-party bank, network, or correspondent fees actually incurred;
• any exchange-rate difference, where funds were already converted; and
• a reasonable administrative handling fee, where applicable and disclosed.

4. Refunds to the verified account only

Any refund or returned amount is paid only to the same verified bank account or wallet from which the funds originated, in the name of the verified account holder. BELEM does not refund to third-party accounts. See our Banking Verification policy.

5. Failed, returned, or rejected transfers

If a transfer fails, is rejected by a beneficiary bank, or is returned by a correspondent bank, BELEM will return the recoverable amount to your verified account once the funds are received back by us, net of any fees charged by intermediary institutions. BELEM is not liable for delays or deductions imposed by third-party banks.

6. Errors and incorrect details

You are responsible for the accuracy of the wallet address, IBAN, account number, and beneficiary details you provide. Crypto sent to a valid address you supplied, or fiat sent to bank details you supplied, cannot be recovered by BELEM. If you believe an error has occurred on our side, contact us immediately so we can investigate.

7. Compliance holds

Where a transaction is held, declined, or reversed for compliance, AML/CTF, or sanctions reasons, any return of funds is subject to the completion of our review and to applicable legal restrictions. In certain cases the law may prohibit BELEM from returning funds. See our AML / CTF Policy.

8. How to request a refund

1. Email Support@belem-services.com from the address registered to your account.
2. Include your BELEM reference number, the date and amount, and a description of the issue.
3. Our team will acknowledge your request within 2 business days and provide a decision and timeline.

9. Processing times

Approved fiat returns are typically initiated within 5 business days of approval; the time to appear in your account depends on your bank and any correspondent banks. Crypto returns, where possible, are processed subject to network confirmation times.

10. Contact

Support: Support@belem-services.com
Banking desk: onboarding@belem-services.com