Refund and Cancellation Policy

1.1 This Refund and Cancellation Policy explains when an Order submitted to Coin Pro (Pty) Ltd (“Coin Pro”, “we”, “us” or “our”) may be cancelled and when funds or crypto assets may be returned.

1.2 Coin Pro (Pty) Ltd, registration number 2023/147377/07, is an authorised Category I financial services provider with FSP number 54194.

1.3 This Policy applies to Orders for the purchase or sale of crypto assets placed through Coin Pro’s services.

1.4 “Business Day” means any day other than a Saturday, Sunday or public holiday in South Africa.

2.1 Before confirming an Order, the client must carefully review all transaction details, including the crypto asset, amount, price or exchange rate, fees, blockchain network, external wallet address and bank or payment details.

2.2 By confirming an Order, the client authorises Coin Pro to begin processing and executing the Order immediately in accordance with the submitted instructions.

2.3 A client may request cancellation before Coin Pro has commenced execution. A cancellation request does not guarantee that the Order can be cancelled and will only take effect once confirmed by Coin Pro.

2.4 Execution commences when Coin Pro takes an external or irreversible step to fulfil the Order, including committing funds or crypto assets to a bank, payment-service provider or liquidity provider, executing a conversion, initiating a fiat payment or broadcasting a blockchain transaction.

3.1 Once execution has commenced, an Order cannot ordinarily be cancelled or refunded, except in the circumstances described in section 4.

3.2 Blockchain transactions are generally irreversible and cannot be cancelled, amended or reversed by Coin Pro after they have been broadcast.

3.3 Coin Pro cannot guarantee the reversal or recovery of crypto assets sent to an incorrect wallet address or through an incorrect or unsupported blockchain network after the transfer has been broadcast or completed.

3.4 Where reasonably possible, Coin Pro may attempt to assist the client in investigating or recovering crypto assets sent using incorrect transaction details. Any such assistance is provided without guarantee, and recovery may be impossible or may depend on a third-party service provider, wallet provider, exchange or blockchain network.

3.5 The client is responsible for verifying all wallet addresses, blockchain networks, bank details, payment references and other transaction instructions before sending funds or crypto assets to Coin Pro and before confirming an Order involving a transfer from Coin Pro to the client.

3.6 Coin Pro is not responsible for delays, failed transactions or losses resulting from incorrect, incomplete or unsupported payment or transfer instructions provided or confirmed by the client.

3.7 A change in the market price or exchange rate after an Order has been confirmed does not entitle the client to cancel the Order or receive a refund.

3.8 A client is not entitled to a refund solely because the client has changed their mind after execution has commenced.

4.1 Coin Pro may issue a refund or return funds or crypto assets where:

• an Order is successfully cancelled before execution commences;
• Coin Pro rejects or is unable to execute the Order;
• Coin Pro receives a duplicate payment or an amount exceeding the amount due;
• an error attributable to Coin Pro results in the client being charged an incorrect amount;
• a complaint is upheld and a refund is considered an appropriate remedy; or
• a refund is required under applicable law.

4.2 Any return of crypto assets constitutes a new blockchain transaction and does not reverse the original transaction.

4.3 Nothing in this Policy limits any right or remedy that cannot lawfully be excluded.

5.1 Fiat refunds will ordinarily be returned to the bank account or payment source from which the original payment was received.

5.2 Crypto assets will ordinarily be returned only to a wallet address verified as belonging to or controlled by the client.

5.3 Coin Pro will not ordinarily issue a refund to an unrelated third party, another client or an unverified account or wallet.

5.4 Coin Pro may request proof of account or wallet ownership and any other information reasonably required to process the refund.

5.5 Where permitted by law, Coin Pro may deduct actual and non-recoverable bank, payment-provider or blockchain network costs incurred in processing a cancellation, attempted recovery or return. Such costs will not ordinarily be deducted where the refund results from an error attributable to Coin Pro or where a full refund is required by law.

5.6 A refund relating to an overpayment or duplicate payment will be limited to the amount received in excess of the amount properly due.

6.1 A cancellation or refund request must be submitted as soon as possible to:

Email: [email protected]

6.2 The request should include the client’s full name, Order or transaction reference, the reason for the request and any relevant supporting information.

6.3 Coin Pro will review the status of the Order and inform the client whether cancellation or a refund is possible.

6.4 Coin Pro aims to review refund requests within five Business Days. Where additional information, third-party assistance or compliance checks are required, the review period may be extended. Coin Pro will inform the client where reasonably possible if additional time is required.

6.5 Approved refunds will be initiated without unreasonable delay. The time required for funds or crypto assets to reach the client may depend on the relevant bank, payment-service provider or blockchain network.

6.6 Coin Pro is not responsible for delays caused by a third party after Coin Pro has correctly initiated the refund.

7.1 Coin Pro may delay, suspend or refuse a refund where reasonably necessary to complete identity, account or wallet ownership, fraud, sanctions, Source of Funds or other legal and regulatory checks.

7.2 Coin Pro may retain or restrict funds or crypto assets pending investigation where fraud, an unauthorised payment, account compromise, criminal activity or another legal or regulatory concern is reasonably suspected.

7.3 Coin Pro may be legally prohibited from processing a refund or disclosing certain information due to a legal requirement, court order or instruction from a regulatory or law-enforcement authority.

7.4 A client who is dissatisfied with a cancellation or refund decision may submit a complaint in accordance with Coin Pro’s Complaints Policy.