Policies

Refunds Policy

Last updated: 13 May 2026.

This Policy sets out when and how Next Solutions Corp processes refunds for Orders placed through nextsolutionscorp.com (the "Platform"). It forms part of, and should be read together with, the Terms and Conditions.

Capitalised terms used in this Policy have the meaning given in the Terms.

1. Important context: the irreversibility of completed Orders

A crypto-asset transfer, once it has reached the required number of network confirmations on the destination blockchain, cannot be reversed by us or by any third party. Equally, a fiat transfer that has been remitted to your bank or card is often irreversible once it has cleared. These are features of the underlying systems, not of our Platform.

As a result:
- A completed Buy Order is final. The crypto-asset has been sent to the external wallet you specified and cannot be returned to us in exchange for a refund of fiat.
- A completed Sell Order is final. The fiat has been remitted to the account you specified and the crypto-asset you sent to us has already been used to settle the Order; we cannot return the original crypto-asset to you in exchange for the return of the fiat.

Refunds under this Policy are therefore available only in respect of Orders that have not been completed, or in the limited post-completion situations expressly identified in section 2 below.

2. When you are entitled to a refund

You are entitled to a refund where:
- we have failed to send the agreed crypto-asset to the blockchain address you specified in a Buy Order, having received your payment;
- we have failed to send the agreed fiat amount to the bank account or card you specified in a Sell Order, having received the crypto-assets from you;
- we cancel or unwind an Order in our discretion under section 7.4 of the Terms (for example, because we cannot complete KYC, because the Order falls outside our risk appetite, or because of a system or compliance issue), and we have already received your funds or assets;
- the price-protection threshold set out in the Cryptocurrency Price Terms is triggered and you decline to proceed at the recalculated rate;
- applicable law entitles you to a refund — for example, rights you have as a consumer under the Ontario Consumer Protection Act, 2002 in respect of contracts entered into through the Internet, to the extent they apply to your Order. We will honour those rights regardless of anything else in this Policy.

3. When you are NOT entitled to a refund

You are not entitled to a refund where:
- the Order has been completed in accordance with section 7.1 of the Terms — that is, the crypto-asset has reached the required number of confirmations on the destination blockchain (for a Buy Order), or the fiat has been remitted to the account you specified (for a Sell Order). A completed Order is final. If you have changed your mind about a completed Buy Order, see section 4 for the only option that remains available;
- you provided incorrect destination details (wrong wallet address, wrong account number, wrong network, incompatible asset type), and as a result the asset or fiat has gone to a third party or has become irrecoverable. Where this happens, we will assist you to the extent technically and legally possible, but we cannot guarantee recovery, and any costs we incur are for your account;
- the loss results from a price movement within the price-protection thresholds set out in the Cryptocurrency Price Terms; or
- the loss results from a chargeback initiated by you without first contacting us under section 6 below.

4. Buy Order: change of mind (not a refund)

If you have completed a Buy Order and wish to convert the crypto-asset back to fiat, this is not a refund. You can place a Sell Order on the Platform at the prevailing rate, subject to the same price-protection rules, network fees, service fees and KYC/AML controls as any other Order. The Sell Order is an independent, market-rate transaction. We do not guarantee that the Sell rate will be equal to or better than the Buy rate at which you originally bought, and the service spread on both Orders will apply. You accept the market risk and the cost of the round-trip.

This option is available only for Buy Orders. There is no equivalent for completed Sell Orders: once we have remitted fiat to you, we cannot reverse the Order in exchange for the return of the fiat.

5. Where the refund is sent

Where a refund is approved, the funds are returned to the original source of payment. We do not refund to a third-party account, a different card, or a different bank account, except where:
- the original source of payment is no longer available (for example, the card has expired) — in which case we may request documentation evidencing your control of an alternative account, apply additional verification, and refund there at our discretion; or
- a sanctions, AML or fraud concern prevents return to the original source — in which case we may freeze the funds pending review and may be obliged to report the matter to the competent authorities.

6. How to request a refund

To request a refund:
1. Email us at support@nextsolutionscorp.com from the email address linked to your Account.
2. Include your name, the Order reference, the date of the Order, the reason for the refund request, and any supporting documents (for example, evidence that the asset was not received).
3. Where we need additional information to verify your identity or the facts of the refund request, we will write to you.

We aim to acknowledge each refund request within two business days and to issue a substantive response within fifteen business days. Complex cases — including those involving cross-border payments, sanctions or fraud screening — may take longer; we will keep you informed of progress.

A request does not guarantee a refund. We assess each request on its facts.

7. Costs

Where a refund is approved:
- network fees that have been incurred and cannot be recovered (for example, blockchain transaction fees already paid) are deducted from the refunded amount;
- third-party payment-processing fees that have been incurred and are non-refundable to us are deducted from the refunded amount; and
- in cases where the refund arises from an error or false information you provided, reasonable additional costs we incur in reversing the transaction are for your account.

We do not charge a separate "refund handling fee" beyond these pass-through third-party costs.

8. Chargebacks

A chargeback is the reversal of a card payment initiated by you through your card issuer. Before initiating a chargeback, please contact us first at support@nextsolutionscorp.com; most issues can be resolved more quickly and at lower cost through our support team.

Where you initiate a chargeback without first contacting us:
- we may immediately suspend your Account and freeze any pending funds or assets;
- we will investigate the underlying transaction and provide evidence to the card scheme as required;
- if the chargeback is upheld, we may close your Account permanently; and
- if the chargeback is reversed in our favour, you may be liable for the recovery costs we incur, in addition to any fees applied by the card scheme.

Nothing in this section limits your rights against your card issuer or bank.

9. Time limits

Refund requests must be submitted within 90 days of the Order date. Requests submitted after that period will be reviewed only where exceptional circumstances apply (for example, where it can be shown that you were unable to submit the request earlier for reasons outside your control).

10. Disputes

If you disagree with our decision on a refund request, you can escalate the matter under the Complaints Policy. The complaints process is independent of the team that made the original refund decision.

11. Contact

support@nextsolutionscorp.com (refund requests)
complaints@nextsolutionscorp.com (escalations)