سياسة الاسترداد والإلغاء

Last Updated: July 8, 2026

This Refund and Cancellation Policy ("Policy") explains how refunds, cancellations, reversals, and payment disputes are handled for TB Wallet, TBChat, and related products and services operated by Oasis Digital Solutions - F.Z.E.

Please read this Policy carefully before making any payment or transaction through TB Wallet or TBChat.

By using our Services, you agree to this Policy, our Terms of Use, Privacy Policy, and any additional terms that may apply to specific products, services, payment partners, or transactions.

I. Legal Entity Information

Legal Entity Name: Oasis Digital Solutions - F.Z.E
Legal Form: Free Zone Establishment - Limited Liability
License Number: 53988
Registration Number: 53988
Registered Address: Office - C1 - 1F - SF10449, Ajman Free Zone C1 Building, Ajman Free Zone, UAE
Business Zone: Ajman Free Zone
Contact Email: director@tbchat.io

For the purposes of this Policy, "Company," "we," "us," or "our" refers to Oasis Digital Solutions - F.Z.E.

II. Scope

This Policy applies to eligible payments and billable transactions made through TB Wallet, TBChat, our website, applications, wallet features, payment-related features, and related services.

This Policy covers two different types of transactions:

1. Company Services

"Company Services" means products, subscriptions, digital services, premium features, cloud storage upgrades, or other services sold directly by the Company.

For Company Services, Oasis Digital Solutions - F.Z.E may act as the merchant of record and payment recipient.

2. Partner Merchant Payments

"Partner Merchant Payments" means payments made to third-party merchants through supported payment partners, including AEON Pay where available, using crypto-to-fiat QR code payments, bank transfers, local payment rails, or other supported payment methods.

For Partner Merchant Payments:

(a) the Company provides a non-custodial wallet interface and access point to the payment partner;
(b) the Company may not be the merchant of record for the underlying goods or services purchased from a third-party merchant;
(c) the third-party merchant, AEON Pay, other payment partner, acquiring partner, settlement provider, local payment rail, or blockchain network may be responsible for certain aspects of payment processing, settlement, cancellation, refund, reversal, or dispute handling.

III. Non-Custodial Wallet Notice

TB Wallet is a non-custodial wallet.This means:

(a) we do not custody your Digital Assets;
(b) we do not hold your funds on your behalf;
(c) we do not control your wallet;
(d) we do not store, access, or recover your Seed Phrase, Mnemonic Phrase, or Private Keys;
(e) you are responsible for reviewing and confirming all transaction details before signing or submitting a transaction.Once a blockchain transaction is submitted or confirmed, it may be irreversible.We cannot cancel, reverse, modify, or recover a confirmed blockchain transaction.

IV. Company Services Refund Eligibility

For Company Services, you may be eligible for a refund when:

(a) a payment was processed in error or duplicated due to a technical failure attributable to TB Wallet or TBChat;
(b) a paid Company Service was not delivered as described and a refund is approved after investigation;
(c) a subscription was charged after valid cancellation, where applicable;
(d) a billing error occurred and was confirmed by us;
(e) applicable law, payment network rules, or your payment method provider requires a refund.Refund eligibility is assessed on a case-by-case basis.You must submit your request with relevant transaction details, date, amount, wallet address, transaction hash or order ID, and supporting evidence.Approval of a refund is not guaranteed unless required by applicable law.

V. Partner Merchant Payments through AEON Pay or Other Payment Partners

For Partner Merchant Payments, including payments made through AEON Pay where available:

(a) refunds, cancellations, reversals, chargebacks, and dispute handling may be subject to the rules of the relevant third-party merchant, AEON Pay, payment partner, acquiring partner, settlement provider, local payment rail, blockchain network, and applicable law;
(b) we do not guarantee that a Partner Merchant Payment can be cancelled, reversed, refunded, or recovered after you confirm the payment;
(c) we are not responsible for the quality, delivery, pricing, legality, availability, accuracy, or fulfilment of goods or services provided by third-party merchants;
(d) if crypto has been deducted from your wallet but the merchant reports non-receipt of fiat settlement, we may assist by reviewing user-side transaction records and coordinating with the relevant payment partner where reasonably possible;
(e) refund timing, refund method, refund currency, refund amount, and refund availability may depend on the relevant merchant, AEON Pay, other payment partner, acquiring partner, settlement provider, local payment rail, blockchain network, and applicable law;
(f) you may also need to contact the third-party merchant, AEON Pay, or the relevant payment partner directly for certain disputes or refund requests.Partner Merchant Payments are different from payments made directly to the Company for Company Services.

VI. Non-Refundable Items

The following are generally not eligible for refunds:

(a) blockchain network fees, gas fees, miner fees, validator fees, or other network costs once a transaction has been submitted to a blockchain network;
(b) confirmed on-chain cryptocurrency transfers;
(c) payment partner fees, exchange fees, conversion fees, settlement fees, processing fees, or third-party service fees, unless the relevant provider agrees otherwise;
(d) services, subscriptions, digital goods, storage upgrades, premium features, or other digital services already delivered, activated, consumed, or used;
(e) user errors, including incorrect wallet addresses, wrong networks, wrong tokens, wrong amounts, incorrect merchant details, duplicate payments caused by user action, or confirming payment to the wrong recipient;
(f) losses caused by price volatility, exchange rate movement, slippage, market fluctuation, network congestion, delayed blockchain confirmation, unsupported tokens, unsupported networks, or unsupported payment rails;
(g) transactions blocked, delayed, rejected, frozen, reversed, or cancelled due to sanctions, AML/CFT, fraud prevention, risk control, legal compliance, court order, regulator request, payment partner policy, or local payment rail rules;
(h) payments made to third-party merchants where the merchant has delivered the goods or services as agreed;
(i) transactions involving prohibited, restricted, illegal, or abusive activity;
(j) losses caused by phishing, scams, malware, unauthorized access, compromised devices, leaked Seed Phrases, leaked Private Keys, or user negligence.

VII. Cancellation Policy

1. Pending TransactionsWhere technically possible, you may cancel a pending payment before it is submitted to a blockchain network or confirmed by the relevant payment partner.However, cancellation may not be possible if:(a) the blockchain transaction has already been signed, broadcast, submitted, or confirmed;(b) the payment partner has already processed the transaction;(c) the local payment rail has already processed the payment;(d) the merchant has already received or is expected to receive settlement;(e) cancellation is restricted by technical, legal, compliance, payment partner, or local payment rail rules.

2. Blockchain TransactionsBlockchain transactions are generally irreversible once broadcast or confirmed.We cannot cancel, reverse, modify, or recover an on-chain transaction after confirmation.You are responsible for checking all transaction details before signing or confirming a transaction.

3.

Partner Merchant PaymentsQR code payments, bank transfer payments, local transfer payments, or merchant payments made through AEON Pay or other payment partners are subject to:

(a) partner cancellation rules;
(b) merchant rules;
(c) local payment rail rules;
(d) blockchain network rules;
(e) applicable law;
(f) compliance and risk-control requirements.

4. SubscriptionsIf TB Wallet or TBChat offers recurring subscriptions, you may cancel future renewals through in-app settings or by contacting support before the next billing date.Cancellation of a subscription stops future billing but does not automatically refund past charges unless:(a) required by applicable law;(b) required by the relevant payment method provider;(c) approved by us under this Policy.

VIII. Refund Request Process

To request a refund, payment review, cancellation review, or dispute investigation, contact us at:Email: director@tbchat.ioPlease include the following information where applicable:

(a) your wallet address;
(b) transaction hash;
(c) TB Wallet order ID;
(d) AEON Pay order ID or partner transaction ID, if applicable;
(e) date and time of the transaction;
(f) local fiat amount and currency, if applicable;
(g) crypto token and blockchain network used;
(h) merchant name or payment recipient, if applicable;
(i) payment method used;
(j) reason for the request;
(k) screenshots, receipts, payment confirmation, or other supporting evidence;
(l) description of the issue, including whether the payment was failed, pending, duplicated, incorrectly charged, not delivered, or disputed.We will acknowledge your request within 3 business days after receiving sufficient information.We may request additional information from you before reviewing or processing your request.Failure to provide sufficient information may delay or prevent review of your request.

IX. Refund Review Process

After receiving your request, we may take the following steps:

(a) review the transaction details provided by you;
(b) check wallet-side records and app-side records;
(c) verify the transaction hash or blockchain status where applicable;
(d) review the order ID, payment partner transaction ID, or AEON Pay order ID where available;
(e) check whether the relevant Company Service was delivered, activated, consumed, or used;
(f) coordinate with AEON Pay, other payment partners, acquiring partners, settlement providers, local payment rails, or merchants where reasonably possible;
(g) assess whether the transaction is eligible for refund, cancellation, reversal, or support escalation;
(h) notify you of the result or next steps.We reserve the right to deny refund requests that are fraudulent, abusive, unsupported by evidence, outside the applicable time period, or not eligible under this Policy.

X. Refund Timing

For Company Services, approved refunds are typically processed within 7â€“14 business days, depending on the payment method, blockchain network, bank, card network, payment provider, or other processing conditions.For Partner Merchant Payments, refund or reversal timing may depend on:

(a) AEON Pay;
(b) other payment partners;
(c) third-party merchants;
(d) local acquiring partners;
(e) settlement providers;
(f) local payment rails;
(g) blockchain confirmation times;
(h) bank processing times;
(i) compliance review;
(j) applicable law.We cannot guarantee a fixed refund timeline for Partner Merchant Payments.

XI. Refund Method

Where a refund is approved, the refund may be processed:

(a) to the original payment method;
(b) to the original wallet address;
(c) through the original payment partner;
(d) through an alternative method where required by law, payment network rules, or technical limitations;
(e) in the same asset, equivalent fiat amount, or other form determined by the applicable payment partner, merchant, or payment rail rules.Refund method and refund amount may be affected by:
(a) blockchain network fees;
(b) payment partner fees;
(c) exchange rate changes;
(d) conversion costs;
(e) settlement rules;
(f) local payment rail rules;
(g) applicable law.You may not receive the exact same crypto amount or fiat value if fees, exchange rates, network conditions, or partner rules apply.

XII. Failed, Pending, or Delayed Payments

A payment may fail, remain pending, or be delayed due to:

(a) unsupported QR code;
(b) unsupported country, currency, or payment rail;
(c) unsupported token or blockchain network;
(d) insufficient crypto balance;
(e) insufficient gas token;
(f) user rejection of wallet signature;
(g) blockchain congestion or delayed confirmation;
(h) payment partner processing delay;
(i) local payment rail delay or failure;
(j) merchant-side issue;
(k) compliance review;
(l) risk-control block;
(m) sanctions screening;
(n) technical error.If your payment is pending or delayed, you should check the payment history and contact support with the relevant transaction details.If funds were deducted but the payment status is unclear, we may assist in reviewing user-side records and coordinating with the relevant payment partner where reasonably possible.

XIII. Merchant Did Not Receive Funds

If your crypto was deducted from your wallet but the third-party merchant reports that fiat settlement was not received:

(a) open your payment history and collect the transaction details;
(b) provide the transaction hash, AEON Pay order ID or partner transaction ID, merchant name, amount, currency, and payment time;
(c) contact us at director@tbchat.io;
(d) we may review user-side transaction records;
(e) we may coordinate with AEON Pay or the relevant payment partner where reasonably possible;
(f) the payment partner, acquiring partner, settlement provider, local payment rail, or merchant may need to confirm the settlement status.We do not independently control fiat settlement to third-party merchants where settlement is handled by AEON Pay, another payment partner, acquiring partner, or local payment rail.

XIV. Duplicate or Incorrect Payments

If you believe a payment was duplicated or processed incorrectly, you must contact us promptly with supporting evidence.For Company Services, we may approve a refund if we confirm that the duplicate or incorrect payment was caused by a technical failure attributable to TB Wallet or TBChat.For Partner Merchant Payments, duplicate or incorrect payment review may depend on:

(a) blockchain transaction status;
(b) payment partner rules;
(c) merchant rules;
(d) local payment rail rules;
(e) whether the merchant received settlement;
(f) whether the goods or services were delivered;
(g) applicable law.User-created duplicate payments may not be refundable.

XV. User Error

You are responsible for reviewing all payment and transaction details before confirming a payment.Refunds are generally not available for user errors, including:

(a) sending crypto to the wrong address;
(b) choosing the wrong blockchain network;
(c) selecting the wrong token;
(d) entering the wrong amount;
(e) paying the wrong merchant;
(f) scanning the wrong QR code;
(g) confirming a duplicate payment;
(h) ignoring displayed fees, exchange rates, gas fees, or warnings;
(i) losing access to your wallet due to lost Seed Phrase, Private Key, PIN, password, or device;
(j) authorizing a payment after being deceived by a scammer or phishing attack.We may still review such cases, but approval is not guaranteed.

XVI. Gas Fees and Blockchain Network Fees

Gas fees, miner fees, validator fees, and other blockchain network fees are paid to blockchain networks or validators, not to the Company.Once a blockchain transaction is submitted, these fees are generally non-refundable, even if:

(a) the transaction fails;
(b) the payment is delayed;
(c) the payment is cancelled;
(d) the merchant payment fails;
(e) the payment is refunded;
(f) the transaction was submitted by mistake.You are responsible for reviewing gas fees before confirming a transaction.

XVII. Exchange Rates, Volatility, and Conversion

Partner Merchant Payments may involve exchange rates, conversion rates, spreads, or other pricing mechanisms determined by AEON Pay, other payment partners, liquidity providers, market conditions, or local payment rails.You acknowledge that:

(a) crypto prices may change rapidly;
(b) exchange rates may change before, during, or after payment;
(c) the final refund amount may differ from the original crypto or fiat value;
(d) fees and conversion costs may apply;
(e) we do not guarantee any exchange rate unless expressly stated in the payment interface.Losses caused by exchange rate changes, volatility, slippage, or market movement are generally not refundable.

XVIII. Compliance Holds and Legal Restrictions

A transaction, refund, cancellation, reversal, support request, or dispute review may be delayed, refused, blocked, frozen, or cancelled if required by:

(a) applicable law;
(b) sanctions rules;
(c) AML/CFT requirements;
(d) fraud prevention rules;
(e) risk-control requirements;
(f) court order;
(g) regulator request;
(h) law enforcement request;
(i) payment partner policy;
(j) merchant policy;
(k) local payment rail rules;
(l) blockchain analytics screening;
(m) wallet address risk screening.We may request additional information from you before processing or reviewing a refund, cancellation, dispute, or support request.We are not liable for delays, restrictions, losses, or non-completion caused by compliance holds, legal restrictions, sanctions screening, fraud prevention, or payment partner requirements.

XIX. Prohibited and Restricted Transactions

Refunds may be denied for transactions involving or suspected to involve:

(a) illegal activity;
(b) money laundering;
(c) terrorist financing;
(d) sanctions evasion;
(e) fraud or scams;
(f) unauthorized remittance;
(g) prohibited goods or services;
(h) gambling or betting where prohibited;
(i) adult services where prohibited;
(j) weapons, explosives, illegal drugs, counterfeit goods, or stolen goods;
(k) unauthorized token sale, ICO, IEO, IDO, securities, investment, lending, staking, or yield products;
(l) TB token purchase or sale through unsupported channels;
(m) red packet funding or P2P transfer through unsupported AEON Pay flows;
(n) gas fee top-up or Energy System purchase through unsupported AEON Pay flows;
(o) misuse of payment partners or local payment rails.We may report suspicious activity to relevant partners, authorities, or regulators where required or permitted by law.

XX. Partner Terms

You should review applicable partner terms before using Partner Payment Services.

XXI. Time Limit for Refund Requests

For Partner Merchant Payments, time limits may depend on AEON Pay, the relevant payment partner, merchant, local payment rail, or applicable law.

XXII. Abuse of Refund Process

We may reject refund requests, restrict account access, or suspend use of payment features if we believe that a user is abusing the refund process.Refund abuse may include:

(a) repeated refund requests without valid reason;
(b) false claims;
(c) forged screenshots or receipts;
(d) chargeback abuse;
(e) intentionally making duplicate payments;
(f) attempting to obtain goods, services, or payments without paying;
(g) using multiple accounts to bypass limits;
(h) using refund requests to conceal fraud or prohibited activity.

XXIII. Disputes

For third-party merchant disputes, you may also need to contact the merchant, AEON Pay, or the relevant payment partner directly.

XXIV. Governing Law

This Policy is governed by the laws of the United Arab Emirates and the regulations applicable within Ajman Free Zone, without prejudice to mandatory consumer protection laws that may apply in your jurisdiction.

XXV. Changes to This Policy

If you do not agree with the updated Policy, you should stop using the Services.

XXVI. Contact Us

For questions, refund requests, cancellation requests, payment issues, billing disputes, or legal notices, please contact:Oasis Digital Solutions - F.Z.EOffice - C1 - 1F - SF10449,Ajman Free Zone C1 Building,Ajman Free Zone, UAELicense No.: 53988Registration No.: 53988Email: director@tbchat.io

Oasis Digital Solutions - F.Z.E Office - C1 - 1F - SF10449, Ajman Free Zone C1 Building, Ajman Free Zone, UAE

License No.: 53988
Registration No.: 53988
Email: director@tbchat.io

Appendix A: AEON Pay / Partner Merchant Payment Notice

Where AEON Pay or other Partner Payment Services are available, please read this notice carefully before using such services.Partner Merchant Payments may allow you to use supported Digital Assets from your own non-custodial wallet to make payments through supported local QR codes, bank transfers, mobile money systems, or other local payment rails.Before confirming a payment, you must carefully review:

(a) merchant name;
(b) payment recipient;
(c) local fiat amount;
(d) local fiat currency;
(e) token selected;
(f) blockchain network selected;
(g) estimated exchange rate;
(h) network gas fee;
(i) payment partner fee;
(j) total amount to be deducted;
(k) transaction status and confirmation requirements.Blockchain transactions may be irreversible once submitted.Network fees and gas fees are generally non-refundable.Supported countries, payment rails, tokens, networks, limits, fees, refunds, cancellation rules, settlement timing, and dispute handling are subject to AEON Pay, local payment partners, merchants, blockchain networks, and applicable law.

Appendix B: Non-Refundable AEON Pay Use Cases

Unless expressly supported, approved, and made available, refunds will generally not be available for losses or transactions related to:

(a) fiat deposit into TB Wallet;
(b) wallet balance top-up;
(c) fiat-to-crypto purchase;
(d) crypto exchange or swap;
(e) TB token purchase or sale;
(f) ICO, IEO, IDO, or token fundraising;
(g) TBChain gas or native coin purchase;
(h) gas fee top-up;
(i) TRON Energy System purchase;
(j) red packet or lucky money funding;
(k) user-to-user transfer;
(l) P2P remittance;
(m) cash-out to user bank account;
(n) lending, staking, yield, investment, or securities-related products;
(o) gambling, betting, adult content, weapons, illegal drugs, counterfeit goods, or other prohibited goods and services;
(p) unsupported token, unsupported network, unsupported country, or unsupported payment rail.

Appendix C: User Responsibility Reminder

Before making any payment, you are responsible for checking:

(a) whether the payment function is supported in your country or region;
(b) whether the selected token is supported;
(c) whether the selected blockchain network is supported;
(d) whether you have enough crypto balance;
(e) whether you have enough gas token;
(f) whether the merchant information is correct;
(g) whether the payment amount is correct;
(h) whether the QR code is legitimate;
(i) whether all fees and exchange rates are acceptable;
(j) whether you understand that blockchain transactions may be irreversible.TB Wallet is non-custodial. We cannot recover your wallet, Seed Phrase, Private Keys, or confirmed on-chain transactions.