1. Principle
Funds you deposit with Helvetica Credit Investment AG remain your property. This policy explains the circumstances in which deposits, investments and fees are refunded, how long refunds take and what exceptions apply. It should be read together with the Terms of Service.
2. Uninvested wallet balance
Any balance in your wallet that has not been allocated to an investment may be withdrawn at any time, subject to the withdrawal process, minimum amount, fee schedule and verification tier limits described in the Terms of Service. A withdrawal of uninvested funds is not a refund and is not subject to this policy beyond the general processing times stated below.
3. Deposits credited in error
If a deposit is credited to your account in error, for example a duplicate credit or an incorrect amount, we will correct the error and notify you. Corrections are recorded as adjustments in your transaction ledger with the reason stated. If a deposit you sent cannot be matched to your account because the reference was missing or incorrect, please open a support ticket with proof of payment. Once matched, the deposit is credited at the original date value.
4. Digital asset deposits
Digital asset deposits that are underpaid, overpaid, sent after the payment window expired or sent on an unsupported network are handled as follows. Overpayments are credited in full at the rate applicable when the payment is detected. Underpayments are credited at the amount actually received once confirmed. Late payments are credited when detected, at the then current rate. Payments sent to an incorrect address or on an unsupported network cannot be recovered by us and are not refundable. Processing fees charged by our payment processor are not refundable.
5. Bank deposits
Bank deposits that we cannot accept, for example because the originating account is not in your name or because verification requirements are not met, are returned to the originating account. Return transfers are made net of any bank charges incurred. Returns are initiated within five business days of our decision.
6. Active investments
An investment is a fixed term allocation and is not refundable on demand. You may request early exit through the client portal. On early exit, principal less the plan early exit fee is returned to your wallet immediately, and yield not yet credited is forfeited. Yield already credited is not clawed back. The early exit fee compensates for the cost of unwinding the underlying position and is not refundable.
7. Fees
Deposit and withdrawal fees disclosed before confirmation are not refundable once the transaction is processed. If a withdrawal is rejected by our treasury team, the full requested amount including the fee is returned to your wallet. If a withdrawal fails after approval due to a technical fault on our side, the full amount is restored and we attempt the payment again without additional charge.
8. Promotional bonuses and referral commissions
Bonuses and commissions are granted at our discretion in accordance with the published programme rules. They may be reversed where the qualifying investment is exited early, where the referred client is found to be a duplicate or fraudulent account, or where programme rules have been breached. Reversals are recorded in your transaction ledger with the reason stated.
9. Processing times
Refunds to your wallet are immediate once a decision is made. Withdrawals of refunded amounts follow the standard withdrawal process and are normally released within one business day of approval. Bank returns arrive within one to three business days after release depending on the receiving bank. Digital asset payments settle according to network conditions.
10. Account closure
On account closure, any remaining balance is withdrawn to a verified account or address in your name after deduction of applicable fees. We may withhold amounts required to comply with a legal order or to cover fees that are properly due.
11. Disputes
If you disagree with a refund decision, please use the procedure in our Complaints Policy. We respond to refund related complaints within fifteen business days.
Helvetica Credit Investment AG, Bahnhofstrasse 64, 8001 Zürich, Switzerland. Registered in the Commercial Register of the Canton of Zurich. VAT CHE-383.300.010 MWST.