Terms and Conditions of Service

1 Definitions

In these Terms and Conditions, the following terms shall have the meanings set out below:

2 Company Information

RefundFX is a specialised consulting project operating within 2M Consulting d.o.o. RefundFX is not a law firm and does not provide legal advice within the meaning of applicable legal services legislation. Our Services constitute professional business consulting and case management support.

3 Scope of Services

3.1 Services Offered

RefundFX provides the following services to eligible Clients:

• Initial review and assessment of the Client's trading history and circumstances to determine whether a viable basis for a complaint or claim exists;
• Preparation of a formal complaint on behalf of the Client, addressed to the relevant Broker, Regulator, or financial ombudsman;
• Guidance on the submission and procedural conduct of the complaint process;
• Ongoing communication with the Client regarding the status of the case;
• Support in gathering, organising, and presenting documentation and evidence relevant to the Client's case;
• Assistance in responding to requests from the Broker or Regulator during the complaints process.

3.2 Services Not Offered

RefundFX does not provide the following services, which fall outside its scope:

• Legal representation before courts or tribunals (litigation);
• Legal advice within the meaning of regulated legal services legislation;
• Investment advice, financial planning, or any regulated financial service;
• Services in relation to unregulated brokers or offshore trading platforms where no formal regulatory complaints process exists;
• Guarantees of any specific outcome or recovery amount.

3.3 Case Eligibility

RefundFX operates on a selective basis. We accept only cases where, in our professional assessment, there is a clear regulatory framework, relevant supporting documentation, and a realistic basis for a complaint. We reserve the right to decline any case at our sole discretion, without being required to provide detailed reasons for such a decision.

4 Engagement Process

4.1 Enquiry and Initial Assessment

The engagement process begins when you submit an enquiry through our website. Upon receipt, we will conduct an initial review to determine whether your case falls within our scope of services. This preliminary assessment is provided free of charge and without obligation.

4.2 Detailed Questionnaire

If the initial assessment is positive, we will request that you complete a more detailed questionnaire and provide supporting documentation. This information will be used to prepare a preliminary case analysis.

4.3 Consultation Call

Following our preliminary analysis, we will arrange a consultation call to discuss the findings, explain the process, set realistic expectations, and confirm whether we are in a position to proceed with your case.

4.4 Service Agreement

If both parties wish to proceed, a written Service Agreement will be prepared and signed. The Service Agreement will set out the specific scope of work, the agreed commission rate applicable to the specific case, the obligations of both parties, and any other relevant terms. These Terms and Conditions form an integral part of every Service Agreement.

5 Fees, Commission, and Payment

RefundFX operates on a strict 'no win – no fee' basis. You will not be charged any upfront fees, retainer, or deposit for any stage of the engagement process.

5.1 Commission on Recovery

Our fee is a commission on the total amount of Recovered Funds actually received by the Client. The applicable commission rate is individually agreed between the parties prior to entering into the Service Agreement and is expressly stated therein. The commission is calculated on the gross amount of Recovered Funds received, before any deductions, taxes, or other charges.

5.2 When Commission Becomes Due

Commission becomes due and payable immediately upon receipt of Recovered Funds by the Client. The Client is obliged to notify RefundFX without delay upon receipt of any funds related to the case and to pay the applicable commission within seven (7) calendar days of such receipt.

5.3 Payment Method

Payment of commission shall be made by bank transfer to the account details specified in the relevant invoice. Invoices are issued by 2M Consulting d.o.o., the registered legal entity operating the RefundFX project. All amounts are stated exclusive of applicable VAT, which shall be added where required by law.

5.4 Partial Recovery

In the event of a partial recovery (i.e. where only a portion of the claimed amount is recovered), the commission shall be calculated on the amount actually received.

5.5 Expenses

Any extraordinary third-party expenses incurred in connection with the handling of a specific case (e.g. certified translation fees, notarisation costs, external expert fees) will be communicated to the Client in advance and may only be charged with the Client's prior written approval.

5.6 Late Payment

In the event of late payment of commission, RefundFX reserves the right to charge statutory interest on overdue amounts in accordance with applicable Slovenian law (Act on Late Payments in Commercial Transactions, ZZIP).

6 Client Obligations

By engaging our Services, you undertake to:

• Provide complete, accurate, and truthful information about your trading history, communications with the Broker, and all other matters relevant to your case;
• Promptly provide any documentation, records, or information requested by RefundFX in connection with your case;
• Cooperate fully with RefundFX throughout the engagement, including responding to communications within reasonable timeframes;
• Notify RefundFX immediately of any direct communication received from the Broker, Regulator, or any third party in connection with your case;
• Notify RefundFX immediately upon receipt of any Recovered Funds or settlement offer related to the subject matter of the engagement;
• Refrain from independently contacting the Broker, Regulator, or any third party in a manner that could prejudice the ongoing complaints process without prior notification to RefundFX;
• Not engage any other consultant, advisor, or representative to act on the same matter without prior written notification to RefundFX;
• Pay all commission due in accordance with Section 5 of these Terms.

7 Client Representations and Warranties

By entering into a Service Agreement with RefundFX, you represent and warrant that:

• You are the legal owner of the funds at issue and have full authority to instruct RefundFX to act on your behalf;
• All information and documentation provided to RefundFX is accurate, complete, and not misleading;
• You are not aware of any fact, circumstance, or legal proceeding that would preclude the filing of a complaint or claim as described;
• You have not previously assigned, transferred, or otherwise encumbered your right to claim in respect of the matter;
• You are at least 18 years of age and have full legal capacity to enter into a binding agreement.

8 Confidentiality

Both parties agree to maintain the confidentiality of all information exchanged in the course of the engagement that is not publicly available. RefundFX will not disclose your personal or case-related information to any third party except as necessary to deliver the Services (e.g. submission of complaints to regulators) or as required by applicable law. Please refer to our Privacy Policy for full details on how we handle your personal data.

9 Disclaimer of Warranties and Limitation of Liability

9.1 No Guarantee of Outcome

RefundFX makes no representation, warranty, or guarantee as to the outcome of any complaint, claim, or dispute resolution process. The result of any regulatory complaint or mediation is determined by the relevant authority or institution and is outside our control.

Engaging RefundFX does not guarantee the recovery of any funds. Any indication of likely outcomes is provided in good faith based on the information available and does not constitute a guarantee or legally binding commitment.

9.2 Limitation of Liability

To the fullest extent permitted by applicable law, RefundFX's total liability to the Client arising out of or in connection with the Services shall be limited to the amount of commission actually paid by the Client to RefundFX under the relevant Service Agreement.

RefundFX shall not be liable for any indirect, consequential, special, or incidental losses, including loss of profit, loss of anticipated recovery, or loss of business opportunity, whether arising in contract, tort, or otherwise.

9.3 Force Majeure

RefundFX shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond its reasonable control, including but not limited to regulatory changes, system outages, acts of governmental authorities, or other force majeure events.

10 Termination and Withdrawal

10.1 Termination by the Client

The Client may terminate the Service Agreement at any time by providing written notice to RefundFX. Upon termination prior to recovery, no commission shall be payable by the Client. However, if Recovered Funds are subsequently received by the Client within twelve (12) months of termination as a direct result of actions taken by RefundFX prior to termination, the full commission shall remain due and payable.

10.2 Termination by RefundFX

RefundFX may terminate the Service Agreement with written notice to the Client in the following circumstances:

• The Client has provided materially false, incomplete, or misleading information;
• The Client has failed to cooperate or to comply with reasonable requests for documentation;
• The Client has materially breached any obligation under these Terms;
• Continuation of the engagement would expose RefundFX to legal, regulatory, or reputational risk;
• The case circumstances change materially such that no viable basis for proceeding remains.

10.3 Consumer Right of Withdrawal

Where the Client qualifies as a consumer under applicable EU law (Directive 2011/83/EU), the Client has the right to withdraw from the Service Agreement without giving any reason within fourteen (14) calendar days of the date of conclusion of the agreement. To exercise this right, the Client must notify RefundFX in writing at info@refundfx.eu before the expiry of the withdrawal period. If the Client has expressly requested that performance of the Services begin within the withdrawal period, a proportionate fee for services rendered up to the point of withdrawal may apply.

11 Intellectual Property

All content on the RefundFX website, including text, graphics, logos, templates, analytical frameworks, and complaint structures, is the intellectual property of 2M Consulting d.o.o. and is protected by applicable copyright and intellectual property laws. Nothing in these Terms grants the Client any licence or right to use, copy, reproduce, or distribute any such content without the prior written consent of RefundFX.

12 Governing Law and Jurisdiction

These Terms and Conditions, and any Service Agreement concluded between the parties, shall be governed by and construed in accordance with the laws of the Republic of Slovenia, without regard to its conflict of law provisions.

Any dispute arising out of or in connection with these Terms or any Service Agreement shall be subject to the exclusive jurisdiction of the competent courts of Ljubljana, Republic of Slovenia, subject to any mandatory consumer protection provisions applicable in the Client's country of residence that cannot be derogated from by contract.

Where the Client qualifies as a consumer under EU law, the Client may also be entitled to use the European Commission's Online Dispute Resolution platform, accessible at: https://ec.europa.eu/consumers/odr

13 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be severed from the remaining Terms, which shall continue in full force and effect. The parties agree to replace any invalid provision with a valid provision that achieves, to the greatest extent possible, the same commercial and legal effect as the original.

14 Amendments to These Terms

RefundFX reserves the right to amend these Terms and Conditions at any time. The current version will always be published on our website together with the effective date. Amendments will not affect any Service Agreement already in force at the date of the amendment unless both parties expressly agree in writing to apply the revised Terms to that agreement.

15 Contact

For any questions relating to these Terms and Conditions or our Services, please contact us:

These Terms and Conditions were last updated in May 2026 and supersede all previous versions.