Effective Date: April 1, 2025
Last Updated: March 1, 2026
Section 1: General Provisions
1.1. Purpose and Scope
This Refund and Transaction Finality Policy governs all refund requests, fee disputes, and transaction reversal inquiries submitted by users of the Zelencio platform. This policy applies to all features, services, and transaction types available within the Zelencio ecosystem, including but not limited to on-chain operations, internal transfers, P2P trading, automated tools, and code-based asset distribution.
1.2. User Acknowledgement
By executing any transaction on the Zelencio platform, you confirm that you have read, understood, and irrevocably agreed to the terms of this policy as presented to you at the point of execution. All applicable fees and finality conditions are disclosed on-screen prior to confirmation. Your act of confirming a transaction constitutes full and binding acceptance of all associated fees and finality terms.
1.3. Definition of Service Fees
Zelencio charges a unified Service Fee on applicable transactions. This Service Fee is a consolidated charge that may include:
- Network Fee (Gas Fee): A fee paid to the underlying blockchain network to process and validate on-chain transactions. This fee is determined by network conditions and is not controlled by Zelencio.
- Platform Fee: A fee charged by Zelencio for the provision of its technological infrastructure, execution environment, and associated services.
Where a Service Fee applies, it is displayed to the user before transaction confirmation. The breakdown of Network Fee and Platform Fee components is available within the transaction details screen.
1.4. Classification of Transactions
For the purpose of this policy, all Zelencio transactions are classified into three categories based on their refundability:
- Category A — Fully Refundable: Transactions eligible for a complete reversal under qualifying conditions.
- Category B — Partially Refundable: Transactions where the principal amount may be recoverable, but Service Fees are final and non-refundable.
- Category C — Non-Refundable: Transactions that are final and irreversible upon execution, with no refund applicable under any circumstance.
Section 2: On-Chain Transactions
2.1. On-Chain Deposits
On-chain deposits are blockchain-initiated transactions executed externally by the sender and received by Zelencio wallet addresses. These transactions are Category C — Non-Refundable and are governed by the following:
- No Service Fee is charged by Zelencio for receiving on-chain deposits.
- Once a transaction is broadcast to the blockchain network, it is final and cannot be reversed, recalled, or modified by Zelencio under any circumstance.
- Zelencio has no authority or technical ability to intercept, reverse, or retrieve funds sent to a blockchain address.
- In the event that a user sends funds to an incorrect wallet address or incompatible network, those funds are permanently lost. Zelencio Support, legal escalation, or court orders cannot compel the recovery of such funds, as they exist entirely outside the platform's control.
2.2. On-Chain Withdrawals
On-chain withdrawals are transactions initiated by the user to send digital assets from their Zelencio wallet to an external blockchain address. These transactions are **Category C — Non-Refundable** and are governed by the following:
- A Service Fee comprising a Network Fee and Platform Fee is charged at the time of withdrawal. This fee is displayed and confirmed by the user prior to execution. Once confirmed, the Service Fee is final and non-refundable under all circumstances.
- Once a withdrawal is broadcast to the blockchain network, it cannot be reversed, recalled, or redirected by Zelencio.
- Users who submit an incorrect destination address or select an incompatible network accept full and sole responsibility for the permanent loss of those funds.
- No legal instrument, including court orders or regulatory demands, can compel Zelencio to recover funds that have been broadcast to a public blockchain network, as such funds are beyond the technical reach of the platform.
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## Section 3: Internal Transactions
### 3.1. Internal Transfers
Internal transfers are off-chain asset movements conducted between verified Zelencio users within the platform's internal ledger system. These transactions are **Category A — Fully Refundable** under qualifying conditions and are governed by the following:
- No Service Fee is currently charged for internal transfers between verified users.
- All internal transfer records are fully tracked, logged, and auditable within the Zelencio system.
- In the event of a confirmed fraudulent transaction, an unauthorized transfer, or a court-ordered recovery, Zelencio reserves the right to initiate a reversal from the recipient's balance back to the sender, provided that the recipient's balance is sufficient to cover the refund amount at the time of processing.
- Refund requests for internal transfers require a formal investigation. No refund will be processed without sufficient evidence, internal confirmation of the reported irregularity, and where applicable, a valid legal instrument or court order supporting the claim.
- Zelencio does not process refund requests based on user regret, change of mind, or unverified claims.
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## Section 4: Code-Based and Gift Transactions
### 4.1. Zelencio Codes (Encrypted Vouchers)
Zelencio Codes are encrypted internal vouchers created by users to transfer digital assets via a unique code string. These transactions are **Category B — Partially Refundable** and are governed by the following:
- A Platform Service Fee is charged at the time of code creation. This fee is final and non-refundable upon creation, as it represents a completed service regardless of whether the code is redeemed.
- Users retain the right to cancel or block an unredeemed Zelencio Code at any time prior to redemption. Upon cancellation, the principal asset amount (excluding the Service Fee) will be returned to the creator's wallet.
- Once a Zelencio Code has been redeemed by a recipient, the transaction is considered complete. Post-redemption refund requests will be assessed on a case-by-case basis. Where a verified recipient is identified and their balance is sufficient, Zelencio may process a full or partial refund. Where the recipient's balance is insufficient, a partial refund may be offered, with the user's written agreement that any irrecoverable remainder is permanently forfeited.
### 4.2. Crypto Gifts
Crypto Gifts are platform-facilitated asset distributions sent to other verified Zelencio users. These transactions are **Category B — Partially Refundable** and are subject to the same provisions as Section 4.1, including:
- The Platform Service Fee charged at the time of gift creation is final and non-refundable.
- The principal gift amount may be recalled prior to redemption by the intended recipient.
- Post-redemption recovery is subject to recipient balance sufficiency and user agreement on partial recovery terms where applicable.
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## Section 5: Buy and Sell Transactions
### 5.1. Express Buy and Sell
Express Buy and Sell transactions are executed via Zelencio's internal engine and may involve third-party liquidity providers or partner services to ensure successful execution. These transactions are **Category B — Partially Refundable** and are governed by the following:
- All Service Fees charged on Express Buy and Sell transactions are final and non-refundable upon execution, as they compensate for services rendered by both Zelencio and any applicable third-party provider.
- In circumstances where a transaction error is attributable to Zelencio's platform and a refund is determined to be appropriate, Zelencio will make reasonable efforts to process a full refund of the principal transaction amount.
- Where a third-party provider is involved, Zelencio's ability to process a refund is contingent on the third party's own refund policies and cooperation. If the third-party provider declines to support the reversal, Zelencio may be unable to process a full refund of the principal amount, and the user will be notified accordingly with a documented explanation.
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## Section 6: P2P and User-to-User Transactions
### 6.1. U2U / P2P Marketplace Transactions
User-to-User (U2U) and Peer-to-Peer (P2P) transactions are direct trades between verified users on the Zelencio marketplace, monitored and governed by the platform's internal dispute and escrow systems. These transactions are **Category A — Fully Refundable** under qualifying conditions and are governed by the following:
- Zelencio monitors all internal fund movements within U2U/P2P trades. Funds are held in a locked state during the active trade window to protect both parties.
- Zelencio is unable to monitor, verify, or reverse payments made through external channels, including local bank transfers, mobile money, or third-party payment applications. Users who conduct off-platform payments do so at their own risk.
- In the event of a confirmed fraudulent trade or verified scam, the offending account will be permanently banned without the right of appeal. A full refund of the affected principal amount will be processed to the aggrieved party where the locked funds are sufficient to cover the claim.
- All P2P dispute refunds are subject to formal investigation by the Zelencio Trust & Safety team prior to processing.
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## Section 7: Trading and Automation Transactions
### 7.1. Swap Transactions
Asset swap transactions are executed algorithmically on blockchain networks or through Zelencio's internal matching engine. These transactions are **Category C — Non-Refundable** and are governed by the following:
- All swap transactions, once confirmed and executed, are final and irreversible.
- Zelencio does not control the outcome, timing, or execution price of blockchain-based swap transactions.
- No refund will be issued for swap transactions on grounds of price slippage, market movement, user error, or dissatisfaction with the executed rate.
### 7.2. SOMD (Swap on Market Drop) — Automated Transactions
SOMD is an automated trading feature that executes pre-configured swap instructions on behalf of the user based on real-time market conditions. These transactions are **Category C — Non-Refundable** and are governed by the following:
- By activating SOMD, the user grants Zelencio irrevocable, pre-authorized permission to execute swap transactions on their behalf when configured trigger conditions are met.
- All SOMD-executed transactions are final upon execution and cannot be reversed or refunded.
- Zelencio bears no liability for the financial outcome of SOMD executions, including losses resulting from market volatility, slippage, or unfavorable execution prices.
### 7.3. Trade Transactions
Trade transactions executed through Zelencio's trading interface are broadcast to blockchain networks or settled through the internal matching engine. These transactions are **Category C — Non-Refundable** and carry the same finality provisions as Sections 7.1 and 7.2. No reversal, recall, or refund will be processed once a trade order is executed, regardless of the circumstances.
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Section 8: Referral and Reward Transactions
8.1. Referral Rewards and Bonus Transfers
Referral rewards, bonus credits, and associated fund transfers generated through Zelencio's Referral and Rewards Ecosystem are Category A — Fully Refundable where a fee has been charged, under the following conditions:
- Where any Service Fee is applied to a referral reward disbursement or bonus transfer, and the transaction is subsequently found to be erroneous, fraudulent, or system-generated in error, Zelencio will process a full refund of both the principal amount and any associated fee.
- Referral rewards issued correctly and in accordance with the Referral Program terms are not subject to recall or reversal at the user's request.
Section 9: Refund Request Process
9.1. How to Submit a Refund Request
All refund requests must be submitted through the official Zelencio support channel:
- Support Email: help@zelencio.com
- Help Center: zelencio.com/help
9.2. Required Information
To initiate a refund investigation, users must provide:
- Full name and registered Zelencio Identity Number (ZIN)
- Transaction ID and date of the disputed transaction
- A clear description of the issue and the refund basis being claimed
- Supporting evidence, including screenshots, transaction records, or third-party documentation where applicable
- Where legally required, a valid court order or official legal instrument
9.3. Investigation Timeline
Zelencio will acknowledge all refund requests within **3 business days** of receipt. A full investigation decision will be communicated to the user within **14 business days**, subject to complexity and the availability of required documentation. Zelencio reserves the right to extend this timeline for cases requiring legal review or third-party involvement.
9.4. Final Decisions
All refund decisions made by Zelencio following a completed investigation are final. Users who disagree with a refund outcome may escalate the matter through the dispute resolution process outlined in Section 10 of the Zelencio Terms of Service and User Agreement.
Section 10: Limitation of Liability
10.1. Blockchain Irreversibility
Zelencio explicitly disclaims all liability for the irreversibility of blockchain transactions. The decentralized and immutable nature of public blockchain networks means that no entity, including Zelencio, its parent company DMG Dynasty, its officers, or its technical team, can reverse a confirmed on-chain transaction under any circumstances, including legal compulsion.
10.2. User Responsibility
Users bear sole and complete responsibility for verifying all transaction details — including destination addresses, network compatibility, amounts, and fee disclosures — prior to confirming any transaction on the Zelencio platform. Zelencio shall not be held liable for losses arising from user error.
10.3. Third-Party Limitations
Where Zelencio's services rely on third-party providers for execution, Zelencio's refund obligations are limited to what is recoverable within the platform's control. Zelencio will make reasonable efforts to advocate on behalf of the user with third-party providers but cannot guarantee outcomes beyond its operational reach.