Refund & Returns

01Overview

VIRTUS is committed to fairness and transparency. This policy explains when refunds are available and how to request them. Because our primary product is a digital good delivered on a public blockchain, the refund rules differ from standard e-commerce due to the irreversible nature of blockchain minting.

02Digital Medals — No Refund After Minting

This policy is consistent with Article 16(m) of EU Directive 2011/83/EU (Consumer Rights Directive), which provides that the 14-day right of withdrawal does not apply to digital content that has been delivered with the consumer’s prior express consent and acknowledgment that they thereby lose the right of withdrawal.

At checkout, you are presented with an explicit confirmation checkbox to this effect. By ticking this checkbox and completing payment, you confirm your understanding that the right of withdrawal is waived once minting commences.

The rationale for this policy is the technical irreversibility of blockchain records: once a medal is minted, the data is permanently inscribed on the Cardano blockchain and cannot be removed.

03Pre-Minting Cancellation Window

If you change your mind immediately after placing an order, contact us as quickly as possible at info@virtus.gift with your order number. If your medal has not yet entered the minting queue, we will cancel the order and issue a full refund.

This goodwill cancellation window is approximately 60 minutes from the time of payment, though in practice it depends on the processing status of your order at the moment of your request. We cannot guarantee cancellation; once the minting process has been initiated, it cannot be stopped.

If cancellation is successful, the refund will be returned to the original payment method within 5–10 business days.

Co-signer invitation links sent before cancellation will be deactivated immediately upon order cancellation.

04Technical Failures

If a technical failure on our side or our infrastructure partners’ side prevents your medal from being successfully minted, you are entitled to a full refund. This includes:

• Payment successfully processed but minting permanently failed
• Memorial page not generated due to a server error
• Order confirmation email not received due to a system fault
• Duplicate charges for the same order

Please contact us at info@virtus.gift with your order number and a description of the issue. We aim to investigate and resolve technical failure cases within one business day.

Network delays or congestion on the Cardano blockchain that do not result in a minting failure are not grounds for a refund, as they are outside VIRTUS’s control.

05Physical Card Add-On — 14-Day Return Right

The Physical Card Add-On is a tangible product. EU consumers have a statutory 14-day right of withdrawal from the date of physical delivery, as provided by Art. 9 of EU Directive 2011/83/EU.

To exercise your right of withdrawal for the Physical Card Add-On:

• Notify us at info@virtus.gift within 14 days of delivery, stating your intent to return
• The card must be unused, undamaged, and in its original packaging
• Return the card at your own expense to our registered address within 14 days of notifying us
• We will refund the add-on price (€7.90) within 10 business days of receiving the return

The return of the Physical Card Add-On does not affect the associated digital medal, which remains minted and accessible on the memorial page.

We reserve the right to deduct the cost of any damage or depreciation in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

06Defective Physical Products

If your Physical Card Add-On arrives damaged, defective, or materially different from what was ordered, please contact us at info@virtus.gift within 14 days of delivery with:

• Your order number
• A description of the defect
• Photographs showing the damage or defect

We will offer one of the following remedies at our discretion: a replacement card at no additional cost, or a full refund of the add-on price including any return postage. You are entitled to statutory legal guarantees under Romanian consumer law (Law 449/2003, as amended).

07Content Policy Violations

If an order is cancelled by VIRTUS because the submitted dedication content violates our Content Policy (e.g. defamatory, hateful, or unlawful content), no refund will be issued. The buyer is solely responsible for the content they submit.

If minting has not yet occurred and we identify a content policy violation, we will notify the buyer by email and provide a 24-hour window to revise the content before the order is cancelled without refund.

08How to Request a Refund

To request a refund or return, please email info@virtus.gift with the following information:

• Your full name and the email address used for the order
• Your order number (found in your confirmation email)
• The reason for your refund request
• For physical returns: a description and photographs of the product condition

We will acknowledge your request within one business day and provide a decision within three business days.

09Refund Processing & Timeline

Approved refunds are processed to the original payment method (credit/debit card, Apple Pay, or Google Pay) via Stripe. Refunds typically appear on your statement within:

• Credit/debit card: 5–10 business days (depending on your card issuer)
• Apple Pay / Google Pay: 3–7 business days

We are unable to redirect refunds to a different payment method or account. If your original payment method is no longer active, please contact us to arrange an alternative.

10Contact

For any refund or return enquiry, please reach us at:

If you feel your issue has not been resolved satisfactorily, you may contact the Romanian consumer protection authority ANPC (anpc.ro) or submit a complaint via the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.