REFUND POLICY

At CREA-THUM, we are committed to providing a transparent and fair service. We understand that managing digital assets requires the utmost precision, which is why this policy clearly outlines the circumstances under which a refund may be requested, as well as the steps involved in the process.

Situations in Which a Refund May Be Granted

Due to the irreversible nature of digital asset transactions, refunds will only be considered under very specific conditions, such as:

• If, due to a verified technical error solely attributable to CREA-THUM, the digital assets were sent to an address different from the one provided by the customer.
• A refund will only be processed if it can be clearly demonstrated that the issue was not caused by incorrect data submitted by the user.

Situations in Which a Refund Will Not Be Granted

Given the nature of digital assets, refunds cannot be issued in the following cases:

• If the user submitted an incorrect, incomplete, invalid, or inaccessible wallet address.
• If the transaction was correctly executed based on the information provided by the customer.
• If the request cannot be verified with the necessary documentation and supporting evidence.

How to Request a Refund

If you believe your situation meets the applicable conditions, you must submit a formal request to: soporte@crea-thum.com, including the following mandatory information:

1. 1. Full name of the registered user.
2. 2. Email address associated with the CREA-THUM account.
3. 3. Digital proof of the transaction (purchase receipt).
4. 4. A detailed description of the incident, along with any technical evidence that may help verify the error.

Incomplete requests will not be processed.

Evaluation Process and Refund Timeline

Once a complete request is received, our specialized team will thoroughly review the case. If it is determined that the error was CREA-THUM's responsibility, the refund will be approved.

• The evaluation process may take up to 30 calendar days from the date the complete request is confirmed as received.
• The customer will be notified via email about the outcome of the review and the estimated refund date.

Refund Amount

The refund amount will be calculated using the exchange rate in effect on CREA-THUM at the time the original transaction was made.

Additional Restrictions

• Successfully completed transactions cannot be canceled.
• CREA-THUM reserves the right to reject any refund request that does not comply with the established guidelines or that cannot be properly verified.
• This policy may be updated at any time without prior notice, while always respecting users’ acquired rights.

Contact

For more information or clarification, feel free to contact our support team at: soporte@crea-thum.com.