Chargeback/Refund policy

Note: All confirmed buys, sells, deposits, and withdrawals on Pionex.US are final.

Before any order is processed, you will always receive a confirmation prompt to make sure you are comfortable with the amount and timing of your order. Only confirm once you are sure you want the order to be processed as described in the confirmation window.

1 Unauthorized or Incorrect transactions: When a Transaction (either digital asset or USD involved) occurs using your credentials, we will assume that you authorized such transaction, unless you notify us otherwise. (Within 24-48 hours of transaction) If you believe you did not authorize a particular transaction or that a transaction was incorrectly carried out, you must contact us as soon as possible via service@pionex.us. It is important that you regularly check your Pionex.US Account, and any other wallets accessible through the Pionex site and your transaction history to ensure you notify us as soon as possible of any unauthorized or incorrect transactions. Reporting an unauthorized transaction does not guarantee Pionex.US will be able to reverse the transaction or reimburse you for the transaction.

2 You cannot cancel, reverse, or change any transaction marked as complete or pending. If your payment is not successful, if your payment method has insufficient funds, or if you reverse a payment made from funds in your bank account, you authorize Pionex.US, in its sole discretion, either to cancel the transaction or to debit your other payment methods, including your Pionex.US Account balances or other linked accounts, in any amount necessary to complete the transaction. You are responsible for maintaining an adequate balance and/or sufficient credit limits in order to avoid overdraft, non-sufficient funds (NSF), or similar fees charged by your payment provider. We reserve the right to refuse to process, or to cancel, correct, clawback, or reverse, any Transaction or Transfers in our sole discretion, even after funds have been debited from your account(s), in response to a subpoena, court order, or other government order; or if we suspect the transaction may: involve money laundering, terrorist financing, fraud, or any other type of financial crime; be erroneous; or relate to a Restricted Activity or a Prohibited Business. In such instances, Pionex.US will reverse the transaction and are under no obligation to reinstate a purchase or sale order at the same price or on the same terms as the canceled transaction.

3 Revocation: When you give us instructions to purchase digital assets, you cannot withdraw your consent to that purchase unless the purchase is not scheduled to occur until a future date e.g., you set up a recurring purchase of digital assets (a “Future Transaction”). In the case of a Future Transaction, you may withdraw your consent up until the end of the business day before the date that the Future Transaction is scheduled to take place. To withdraw your consent to a Future Transaction, you must follow the instructions on the Pionex Site.