Last Updated: January, 2026
Overview
At Hyphe Markets GmbH, customer satisfaction is our top priority. We are committed to providing exceptional financial services and ensuring that our clients receive the value they expect from our market solutions and investment services. This refund policy outlines the circumstances under which refunds may be requested and processed.
We understand that business needs can change, and we strive to accommodate our clients’ requirements while maintaining fair and transparent policies. This policy applies to all services and fees charged by Hyphe Markets GmbH.
Refund Eligibility
To be eligible for a refund, the following conditions must be met:
Timeframe Requirements:
- Subscription fees: Refund requests must be submitted within 14 days of payment
- Processing fees: Refund requests must be submitted within 7 days if the service is canceled before processing
- Consultation fees: Refund requests must be submitted within 48 hours if the consultation has not taken place
- Platform fees: Refund requests must be submitted within 30 days for annual subscriptions
Service Condition Requirements:
- Services must not have been substantially provided or utilized
- No trades or transactions have been executed under the service
- No market data or analysis reports have been delivered
- No third-party commitments have been made on behalf of the client
Required Documentation:
- Original invoice or receipt of payment
- Signed service agreement or contract
- Written explanation for the refund request
- Valid identification and authorization to request refund
Non-Refundable Items
The following services and fees are generally non-refundable:
- Completed market analysis and research reports
- Trading execution fees for completed transactions
- Subscription fees for services already accessed or utilized
- Third-party data feed costs (market data, news services, etc.)
- Customized investment strategies that have been delivered
- Platform access fees for periods already consumed
- Educational webinars or training sessions that have occurred
- Regulatory and compliance services that have been performed
Please note that certain services may become non-refundable once specific milestones are reached or third-party obligations are incurred.
Refund Process
To request a refund, please follow these steps:
Step 1: Contact Our Support Team
Email us at info@hyphemarkets.it.com or call +49 03841 711111 to initiate the refund request process. Provide your account information and reason for the refund request.
Step 2: Submit Required Documentation
Provide all necessary documentation including invoices, contracts, and written explanation for the refund request. Incomplete submissions may delay processing.
Step 3: Review and Assessment
Our team will review your request within 3-5 business days. We may contact you for additional information or clarification if needed.
Step 4: Decision Notification
You will receive written notification of our decision via email. If approved, we will process the refund according to our refund methods policy.
Refund Methods
Payment Method:
Refunds will be processed using the original payment method whenever possible:
- Credit/Debit Card: 5-10 business days
- Bank Transfer (SEPA): 3-7 business days
- Electronic Wallets: 2-5 business days
- Wire Transfer: 5-10 business days (international)
Processing Timeframe:
Once a refund is approved:
- Refund processing begins within 2 business days
- You will receive confirmation when the refund has been initiated
- Actual receipt time depends on your financial institution and payment method
Exchanges
In some cases, an exchange or service modification may be more appropriate than a refund:
Service Modifications:
- Change of subscription tier or service level
- Adjustment of service scope or features
- Transfer to different investment product or service
- Credit toward future services or platform upgrades
Exchange Process:
Exchanges follow the same initial process as refunds but may offer more flexible solutions. Our team will work with you to find the best alternative that meets your business needs.
Damaged or Defective Services
If you believe our services did not meet the agreed-upon standards or contained errors:
Immediate Action Required:
- Report issues within 48 hours of service delivery
- Provide detailed description of the deficiency
- Submit supporting documentation if applicable
Resolution Options:
- Full refund of affected services
- Re-performance of services at no additional cost
- Partial refund with service correction
- Alternative service solution
- Extended service period as compensation
Special Circumstances
Force Majeure Events:
In cases of extraordinary market conditions, regulatory changes, or force majeure events, refund policies may be adjusted. We will communicate any such adjustments transparently and promptly.
Regulatory Requirements:
Certain refunds may be subject to regulatory requirements or restrictions. We comply with all applicable financial regulations in processing refund requests.
Contact Information for Refund Requests
For all refund-related inquiries and requests, please contact our customer service team:
Email: info@hyphemarkets.it.com
Please include ‘Refund Request’ in the subject line
Phone: +49 03841 711111
Business Hours: Monday – Friday: 9:00 AM – 6:00 PM Saturday – Sunday: Closed
Address: Adelgundenstraße 2, 80538 München, Deutschland
Written requests can be mailed to this address
Response Time:
We respond to all refund inquiries within 24 hours during business days.
Policy Updates
This refund policy is subject to change. Any updates will be posted on our website and will apply to future transactions. For questions about this policy, please contact our customer service team.
Dispute Resolution
If you are not satisfied with our refund decision, you may request a review by our compliance department. For formal disputes, please refer to our Terms of Service for dispute resolution procedures.
Note: This refund policy does not affect your statutory rights under German consumer protection laws.