Important Notice Regarding FINTRAC MSB Registration

Grembis Ltd wishes to inform its clients and visitors that, following changes in the company’s shareholder structure, the company is currently in the process of re-confirming its regulatory status in relation to its FINTRAC Money Services Business (MSB) registration.
Pending completion of this process, Grembis Ltd is not conducting MSB activity in Canada, and all such services are temporarily suspended until further notice.
We are in contact with the relevant authorities and are taking all necessary steps in connection with this process. We remain committed to transparency with our clients, partners, and regulators and will provide further updates as appropriate.
Clients may verify the current registration status directly through the FINTRAC MSB Public Registry.
For any questions or concerns, please contact us at info@grembispay.com.

GREMBIS Refund Policy

1. Introduction & Scope

This Refund Policy governs refunds processed by GREMBIS LIMITED Corporation (BN number 769773003RC0001) and its Processing Partners. It complements the Terms of Use, AML/KYC Policy, Privacy Policy, and Payment Policy. This Policy operates in conjunction with the GREMBIS Payment Policy, which defines key terms such as Public Offer and Expiry.

2. Definitions

“Technical Error” means a critical malfunction of the Widget, GREMBIS's trading systems, or a partner's processing systems that prevents the execution of a correctly initiated transaction, as confirmed by GREMBIS's technical logs. Errors related to User's device, internet connection, or incorrectly entered data are not considered Technical Errors.

“Refund” means repayment of funds in accordance with this Policy.

“Executed Transaction” means a transaction where digital assets have been credited or transferred.

“User Request” means a formal claim for refund submitted by a User.

“Compliance Verification” means checks under AML/KYC Policy.

3. General Principles

Refunds shall be transparent, fair and executed in EUR to the original payment method. Refunds are subject to compliance verification.

Refund Currency and Volatility: Refunds are issued exclusively in EUR. The User understands and accepts that due to market volatility, the refund amount in EUR will not be equivalent to the value of any digital assets at the time of the refund, but will strictly equal the sum originally paid by the User.

4. Eligibility

Refunds may be granted where:

  • Offer expired or refused;
  • Technical Error occurred;
  • Insufficient Wallet funds.

5. Exclusions

Refunds are excluded if:

  • transaction executed;
  • payment via open banking;
  • User breaches AML/KYC Policy.

6. Refund Process

Refunds may be automatic or based on User Request. Users shall submit refund claims via designated email specified in the Contact section of this Policy.

To request a refund, please contact us via the email address specified in Section 16 (Contact) of this Policy. Please provide:

  • - Your transaction reference number
  • - Original payment details
  • - Reason for the refund request
  • - Any supporting documentation

GREMBIS shall initiate refund within three (3) business days of confirming eligibility. Funds may take up to fourteen (14) days to appear depending on bank/provider.

Your refund may be delayed if:

  • - Additional identity verification is required under Canadian anti-money laundering laws
  • - Your payment provider or bank requires additional processing time
  • - Information provided is incomplete or inaccurate
  • - Compliance screening procedures are triggered (see Section 10)
  • - The transaction is subject to review by our Processing Partners

    • We will inform you if any delays occur and provide estimated timelines where possible.

7. Method of Refund

Refunds are credited in EUR to the same payment method. Partial refunds are not permitted. Bank, network and blockchain fees are non-refundable.

8. Non-Refundable Costs

Non-refundable costs include:

  • blockchain fees;
  • bank charges;
  • FX losses;
  • administrative fees.

An Administrative Fee may be charged only for refunds initiated at the User's request after a payment has been successfully processed but before the digital assets have been credited to the Wallet (e.g., due to User error or change of mind).

The amount of the fee will be clearly displayed to the User before the refund is confirmed. No Administrative Fee will be charged for refunds caused by Expiry, Technical Error, or insufficient funds.

9. Partner Rules

Refund eligibility and processing are also subject to the specific terms and conditions of our Processing Partners, which may impose additional requirements or shorter deadlines. The applicable partner's terms are incorporated by reference into this Policy. In the event of any conflict between a provision of this Policy and a mandatory provision of the partner's terms, the partner's terms shall prevail solely for transactions processed by that partner. GREMBIS will provide a summary of the partner's refund rules applicable to the User's transaction upon request.

10. Compliance Verification

Refund execution requires completion of AML/KYC checks. GREMBIS may delay or deny refunds pending review.

GREMBIS is subject to Canadian anti-money laundering and anti-terrorist financing legislation. Under these laws:

  • We may be required to conduct additional verification or screening before processing refunds
  • We cannot disclose certain information about our compliance procedures or investigations
  • We cannot inform you if we have submitted, or intend to submit, reports to Canadian authorities regarding your transaction
  • Asking about such reports or attempting to obtain information about them may result in denial of service

11. User Obligations

Users must cooperate, provide accurate information and documentation, and submit claims within thirty (30) days of transaction date.

12. GREMBIS Rights

GREMBIS is legally obligated to comply with Canadian sanctions laws and anti-money laundering regulations. This means we may be required to:

  • Refuse or delay refunds to certain countries, regions, or individuals subject to Canadian sanctions
  • Decline refunds if we suspect the transaction may be related to illegal activity
  • Freeze funds and report certain property to Canadian authorities

We may request additional documentation from you to comply with our legal obligations. Failure to provide requested documentation may result in:

  • Delay of your refund
  • Denial of your refund request
  • Termination of service

If you owe any amounts to GREMBIS (for example, due to chargebacks, outstanding fees, or previous refund errors), we reserve the right to offset these amounts against any refund due to you. You will be notified if this occurs.

GREMBIS will exercise these rights fairly and in accordance with Canadian law. If your refund is denied or delayed due to regulatory reasons, we will provide you with as much information as legally permissible.

13. Audit & Record Keeping

GREMBIS and Processing Partners shall retain refund records for a minimum of five (5) years in line with AML obligations.

14. Dispute Resolution

Refund disputes shall be resolved under GREMBIS’s Dispute Resolution Policy. Canadian law applies.

15. Final Provisions

This Policy may be updated. The version on the GREMBIS website prevails. Invalid provisions shall not affect the remainder.

16. Contact

Email:  aml@grembispay.com

Phone:  +1 450 322-0118