1. General Provisions

1.1. Purpose of the Policy
Ensure clarity, consistency, and transparency in refund procedures for customers purchasing digital products (such as coupons, promo codes, and electronic gift cards) via https://loomtix.com.
Establish well-defined refund rules that consider the unique nature of digital content, align with EU consumer protection laws, UK consumer rights legislation, and comply with the Company’s AML/CTF Policy.

1.2. Scope of Application
This policy specifically applies to digital products that do not require physical delivery, including coupons, digital codes, promo codes, and gift cards.
The refund conditions outlined in this policy apply to all individual customers making purchases within the EU or the UK.
If any EU Member State or UK jurisdiction enforces stricter or additional consumer protection rules concerning refunds for digital goods, the Company will comply with those local regulations as required.

1.3. Relationship to the AML/CTF Policy
Every refund request is subject to assessment based on anti-money laundering (AML) and counter-terrorist financing (CTF) risks.
If a refund request exceeds a certain financial threshold or displays suspicious transaction patterns, the Company reserves the right to conduct additional customer verification (KYC/EDD) in accordance with its AML/CTF compliance policy.

2. Legal Framework

2.1. Directive 2011/83/EU on Consumer Rights (EU Context)
Grants consumers a 14-day “cooling-off period”, allowing cancellation of distance contracts.
Exception: Digital content (such as coupons, e-keys, and promo codes) may lose the right to withdrawal if the customer expressly agrees to immediate delivery and acknowledges that activation/use forfeits refund rights.

2.2. UK Consumer Protection Legislation
Consumer Rights Act 2015: Defines the statutory rights of consumers regarding quality, usability, and accuracy of digital content, along with applicable remedies.
Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013: Implements distance selling protections, including a 14-day cancellation period, with exceptions for fully accessed or used digital content.

2.3. National Legislation of EU Member States
Some EU countries may impose additional guarantees, extended refund windows, or specific limitations for digital content.
The Company ensures compliance with both EU-wide regulations and any stricter local refund requirements applicable in relevant jurisdictions.

2.4. GDPR and UK Data Privacy
When processing refund requests, particularly those involving additional security checks, the Company adheres to:
Regulation (EU) 2016/679 (GDPR) for EU-based customers.
UK GDPR & Data Protection Act 2018 for UK-based customers.
Ensures strict confidentiality of customer personal data in compliance with data protection laws.

3. Key Definitions

“Coupon/Gift Card/Promo Code (Digital/Electronic Format)” – A unique digital code that grants the holder a discount, access to a product/service, or a specified monetary value for use on third-party platforms (e.g., Zara, Adidas, PlayStation).
“Used Code” – A code that has been activated on a third-party system or customer account, rendering it redeemed.
“Partially Used Code” – A code where a portion of its value or functionality has been utilized, leaving a remaining balance.
“Unused Code” – A digital code/coupon that has not been activated, redeemed, or linked to any transaction.

4. Terms and Conditions for Refunds of Digital Content

4.1. General Principles
14-Day “Cooling-Off” Period
Digital content, including coupons, promo codes, and electronic vouchers, may formally be eligible for a 14-day refund period, in accordance with:
EU Directive 2011/83/EU (for EU customers).
UK Consumer Contracts Regulations 2013 (for UK customers).
However, if a customer explicitly agrees to the immediate delivery or activation of the digital content and acknowledges that this waives their refund rights, the Company may deny a refund request if the code has already been used.
Confirmation of Non-Use
Customers requesting a refund must confirm that the code has not been activated. If partial activation has occurred, the case will be evaluated under Section 4.2.
AML/CTF Control
The Company may place a refund request on hold until the customer undergoes identity verification, particularly if the refund amount is significant or if there are multiple refund requests from the same user that could indicate fraudulent activity.

4.2. Refund Conditions Based on Code Usage
Completely Unused Code
If a code has not been activated, the customer may be eligible for a refund within 14 days, provided they did not waive their right to withdrawal at the time of purchase.
The Company verifies code status via system checks. If confirmed unused, the code is canceled, and the refund is processed via the original payment method or another agreed-upon method.
Partially Used Code
If a portion of the code’s value has been used, the Company may consider a proportional refund if:
The remaining balance can be technically canceled.
The platform allows partial refunds.
The customer provides proof of the unused balance.
Fully Used Code
If a code is entirely used (e.g., the nominal value was spent, or the discount was applied in full), a refund will not be granted.
Exceptions: Refunds may be considered in cases of technical errors, such as incorrect values or failed redemptions. Customers must provide evidence of such issues.

4.3. Refund Restrictions
Lack of Technical Feasibility
If third-party platforms (where the code was redeemed) do not allow partial refunds or cancellations, the Company may be unable to process refunds.
Abuse Prevention
If a customer frequently requests refunds, engages in rapid resale of redeemed codes, or displays fraudulent patterns, the Company reserves the right to:
Conduct Enhanced Due Diligence (EDD).
Deny the refund request if abuse is confirmed.

5. Refund Request Procedure

5.1. Steps for the Customer
Step 1: Contact Customer Support
Submit a request via the support form on https://loomtix.com or email with “Refund Request” in the subject line.
Provide order details (order number, purchase date, type of code, reason for refund, and confirmation of non-use).
Step 2: Provide Additional Information
The Company may request further verification (e.g., screenshots, transaction proof).
If the refund exceeds a threshold, KYC verification (ID, bank details) may be required.
Step 3: Review Process
Processing time: 5–7 business days (or as indicated on the website).
If EDD checks are required, the review may take longer, with updates provided to the customer.
Step 4: Decision Notification
Approved Refunds: The customer is informed of the refund timeline and method.
Denied Refunds: The customer is notified of the reason (e.g., code already activated, past the refund period, fraud concerns).

5.2. Refund Method
Original Payment Method
Whenever possible, refunds will be returned via the same method used for payment (e.g., credit/debit card, e-wallet).
Alternative Methods
If the original payment method does not support refunds, the Company may offer an alternative refund method (e.g., bank transfer, account credit), subject to mutual agreement.

6. AML/CTF Control for Refunds

6.1. Transaction Monitoring
The Company analyzes refund transactions to determine whether the amount and frequency of refund requests align with the customer’s usual purchasing behavior.
If refund amounts are unusually high or multiple refund requests occur within a short timeframe, the Company may initiate Enhanced Due Diligence (EDD) procedures to ensure compliance with AML/CTF regulations.

6.2. Customer Identification
If a customer has not completed the KYC process and submits a refund request that exceeds an internally defined threshold (e.g., EUR 1,000) or exhibits AML/CTF red flags, the Company reserves the right to request additional verification documents.
The requested documentation may include:
A valid government-issued identification document (passport, national ID card).
Bank account details to verify the payment source.

6.3. Refusal for Non-Compliance
If a customer refuses to provide the required verification documents or fails to complete additional compliance checks, the Company may:
Temporarily suspend the refund process.
Deny the refund request, in line with the Company’s AML/CTF Policy and legal obligations.
Such actions are taken to prevent fraudulent activities, money laundering, or terrorist financing risks.

7. Practical Examples

7.1. Case 1: Unused Code
A customer purchases an electronic coupon worth EUR 30.
After five days, the customer no longer needs it and submits a refund request.
The Company confirms that the code remains unused, the request falls within the 14-day refund period, and there are no risk indicators.
Result: The refund is approved, and the amount is returned to the original payment method within approximately 7 business days.

7.2. Case 2: Partially Used Code
A customer purchases a gift card valued at EUR 100 and spends EUR 40, leaving EUR 60 unused.
The customer requests a refund for the remaining balance of EUR 60.
If the system allows partial voiding of unused balances, the Company proceeds with:
Verifying that the remaining EUR 60 has not been redeemed.
Canceling the code and processing a refund for the unused portion.
Result: EUR 60 is refunded, and the code is deactivated. If the refund exceeds internal AML limits, additional compliance checks may be required before approval.

7.3. Case 3: Fully Used Code
A customer fully redeems a digital code, then requests a refund, claiming they were unaware of the refund conditions.
Since the full value of the code has been used, a refund cannot be granted.
Exception: If a technical issue is verified (e.g., incorrect code value, system error), the case is escalated to the third-party provider for review.
Result: Refund denied, unless a system error is confirmed by the Company or the external platform.

8. Liability and Final Provisions

8.1. Liability of the Parties
Customer Responsibilities:
Customers must accurately declare the status of their digital codes (unused, partially used, or fully redeemed).
If requested, customers must provide correct and complete supporting information to process their refund.
Company Responsibilities:
The Company ensures that all refund requests are reviewed in a timely manner, in full compliance with:
EU & UK consumer protection laws.
AML/CTF regulatory requirements to prevent financial crime.

8.2. Policy Updates and Review
This Refund Policy undergoes a formal review at least once per year or sooner if:
Regulatory updates require modifications.
Technical or operational changes impact refund procedures.
The latest version of this policy is published on https://loomtix.com.

8.3. Acceptance of the Policy
By completing a purchase on the website, the customer acknowledges and agrees to the terms outlined in this Refund Policy.
Effective Date: 19.03.2025

9. Contact Information

General Support: [email protected]
Compliance: [email protected]
Company Details:
INDICORE RESOURCES LTD
Registered Address:
275 New North Road, PMB 3051,
London, N1 7AA, England, United Kingdom
Website: https://loomtix.com