Return & Refund Policy

Last Updated: January 2025

This Return & Refund Policy ("Policy") governs the cancellation, reversal, and refund procedures for currency exchange transactions conducted by SOL CORRETORA DE CÂMBIO S.A. ("SOL Corretora," "we," "us," or "our"). This Policy is subject to the regulations of the Banco Central do Brasil (BCB) and applicable Brazilian laws.

1. General Principles

Currency exchange operations are financial transactions subject to specific regulatory requirements. Refunds and returns are handled differently from typical retail purchases. This Policy outlines the specific procedures for various types of operations.

2. Exchange Contract Cancellation

2.1 Cancellation Before Settlement

Cancellation of an exchange contract before settlement may be permitted under the following conditions:

• The cancellation request must be submitted in writing (email or formal letter).
• An administrative cancellation fee may apply.
• Any exchange rate differences arising between the original contract date and the cancellation date will be calculated and applied.
• Funds remitted by the client will be returned within 5 business days, less applicable fees and adjustments.

2.2 Cancellation After Settlement

Once an exchange contract has been settled (funds have been transferred), cancellation is subject to:

• BCB regulations regarding reversal of settled exchange contracts.
• Additional administrative and operational fees.
• Exchange rate fluctuation adjustments, which may result in the client receiving less than the original amount.
• Timeline of up to 10 business days for processing.

3. Refund Eligibility

Refunds may be eligible in the following circumstances:

• Operational Error: If the error is attributable to SOL Corretora, we will correct it at no cost to the client.
• Duplicate Transaction: Duplicate charges will be refunded in full within 5 business days.
• Unauthorized Transaction: If a transaction was made without proper authorization, we will investigate and refund the amount, subject to verification.
• Incorrect Amount: If the wrong amount was transferred due to an error by SOL Corretora, the difference will be corrected and refunded.

3.2 Non-Refundable Situations

Refunds are not available in the following situations:

• Client changes their mind after settlement has been completed.
• Exchange rate fluctuations after the transaction was executed.
• Third-party bank fees (intermediary and correspondent bank charges).
• Transactions that have been correctly executed in accordance with client instructions.

4. Refund Process

To request a refund or cancellation, please follow this process:

1. Submit a Written Request: Email us at info@solcorretora-fn.it.com with your transaction details, including contract number, date, amount, and reason for the refund request.
2. Documentation: Provide supporting documentation, including identification, proof of payment, and the original exchange contract.
3. Review: Our team will review your request within 3 business days and inform you of the applicable fees and timeline.
4. Processing: Upon approval, the refund will be processed via the same payment method used for the original transaction, unless otherwise agreed.
5. Timeline: Approved refunds are typically processed within 5-10 business days, depending on the complexity of the reversal.

5. Fees and Charges

The following fees may apply to cancellations and refunds:

Fee Type	Amount	Applicable To
Cancellation Fee (Pre-Settlement)	Up to 1% of transaction value (min. R$ 100)	Client-initiated cancellations before settlement
Cancellation Fee (Post-Settlement)	Up to 2% of transaction value (min. R$ 200)	Client-initiated cancellations after settlement
Exchange Rate Adjustment	Market rate difference at time of reversal	All cancellations
Administrative Fee	R$ 50 - R$ 150	Complex reversal requests
Wire Reversal Fee	As charged by intermediary banks	International transfers

6. Force Majeure

SOL Corretora shall not be liable for delays or inability to process refunds due to events beyond our reasonable control, including but not limited to:

• Regulatory changes or interventions by the BCB or other authorities
• Banking system failures or delays
• Natural disasters, pandemics, or acts of terrorism
• Political or economic crises affecting the financial system

7. Dispute Resolution

If you are not satisfied with the outcome of a refund request, you may:

1. Contact our Ombudsman (Ouvidoria) at info@solcorretora-fn.it.com for escalation.
2. File a complaint with the Banco Central do Brasil.
3. Seek resolution through the Brazilian courts in Natal, Rio Grande do Norte.

8. Contact