Refund & Cancellation Policy
This page explains what can and cannot be reversed on Alethena Investment. Please read it before you deposit: the honest summary is that most things cannot be undone.
1. What you are buying
The platform is not a shop. You are not purchasing goods or a subscription that can be returned; you are committing capital to an investment contract with a defined rate and cycle. That is why a conventional refund right does not fit, and why this policy sets out the specific situations that can and cannot be reversed.
2. Deposits
Once a deposit is confirmed on the blockchain and credited to your available balance, it cannot be reversed. Funds sitting in your available balance and not committed to a contract remain yours to withdraw, subject to the conditions on the packages page, including identity verification and any applicable waiting period.
3. If you make a mistake when depositing
- ·Wrong network. Sending an asset over a network we do not support usually means the funds are unrecoverable. We cannot retrieve them.
- ·Wrong address. Funds sent to an address that is not the one assigned to your account are outside our control and cannot be recovered by us.
- ·Unsupported asset. Sending an asset we do not accept may result in permanent loss.
- ·Below the minimum. A deposit below the platform minimum may not be processed. Contact us with the transaction reference.
If something has gone wrong, contact us promptly with the transaction hash and the amount. We will look into it and tell you honestly whether recovery is possible — in many cases it is not, and no platform can change that.
4. Committed capital and cancellation
Once capital is committed, your principal is locked for the cycle. There is no self-service cancellation, and you should not commit funds on the assumption that you can change your mind.
We can cancel a contract administratively, and the ledger records such a cancellation as a distinct, auditable entry. This is an exceptional measure used in situations such as a platform error, a contract created through a system fault, or where required by law or by an anti-money-laundering measure. It is not a customer entitlement, and a request to cancel will not necessarily be granted. Where a cancellation does occur, the principal is returned to your available balance and the movement appears in your transaction history.
5. Withdrawals
A withdrawal request that has not yet been processed may be cancellable — contact us immediately if you need to stop one. Once a payout has been sent, it cannot be recalled. Payouts are sent only to a destination saved on your account, so keep those details accurate: a payout sent to an address you supplied incorrectly cannot be recovered.
6. Fees
Any platform fee applied to a completed transaction is not refundable. Blockchain network fees are paid to the network, not to us, and cannot be refunded by us under any circumstances. Fees in force are published on the packages page and shown before you confirm a transaction.
7. Errors in our favour, and in yours
If a platform error credits you with an amount you were not entitled to, we may correct it. Because the ledger is append-only, a correction is made as a new, linked entry rather than by altering history, so both the original entry and the correction remain visible to you. If an error operates against you, tell us and we will correct it the same way.
8. Your statutory rights
Nothing in this policy removes rights you have under mandatory consumer-protection law in your country of residence, where such law applies to this service. If those rights give you a cancellation or withdrawal right that conflicts with this policy, that law prevails. Tell us if you believe it applies to you.
9. Raising a dispute
Contact us with the transaction reference, the date, and what you expected to happen. Your transaction history and our audit log give a complete record of what occurred, and we will work from that. If we cannot agree, our Terms of Service set out the governing law and jurisdiction. Contact us.