Refund & cancellation policy

• Freely, before you send funds. An exchange you submitted but have not paid for carries no obligation — simply do not send the PayPal payment, and tell support so we can close it.
• By request, after payment but before payout. Contact support immediately. If we have not yet released the EFT, we will normally cancel and refund the PayPal payment instead of processing it.
• Not after payout. Once the Rand has been sent to your bank account, the exchange is complete and cannot be cancelled.

• Verification fails — for example the PayPal name, registered name and bank account holder do not match. We refund rather than pay out.
• You sent funds using PayPal Goods & Services or any method that permits a dispute or chargeback. We cannot exchange these payments and will refund them in full.
• The amount received falls outside our published limits, or does not match the exchange you submitted, and cannot be reconciled.
• We are unable to complete the payout — for example your bank details cannot be verified, or we cannot process exchanges at that time.
• We made an error in processing your exchange.
• A duplicate payment was received for the same exchange.

Refunds are returned to the same PayPal account the payment came from. We cannot refund to a different PayPal account, a bank account or a third party.

• We contact you to explain exactly why it cannot proceed.
• Where the issue is fixable — for instance updated banking details or a new bank statement — you can choose to correct it and continue instead of taking a refund.
• If it cannot be fixed, we refund the PayPal payment to the sending account.
• We do not hold funds indefinitely. If we cannot reach you, we refund the payment rather than keeping it.

• Refunds are processed for the amount that actually cleared into our PayPal account.
• We do not charge our exchange fee on a transaction that was refunded rather than completed.
• PayPal's own fees on the original payment are generally not recoverable by us and may not form part of the refunded amount. That deduction is PayPal's, not ours.
• If a currency conversion happened on PayPal's side, the returned value may differ slightly from the original due to PayPal's rates.

• Refunds are actioned manually during operating hours.
• We aim to initiate a refund on the same working day we confirm it is required.
• Once initiated, the time for the money to appear in your PayPal balance is controlled by PayPal — usually quick, but it can take longer if PayPal reviews the payment.
• Where a payment is under review, hold or dispute at PayPal, we may only be able to act once PayPal releases it.

PayPal can place payments on hold, limit accounts, or open disputes independently of us. When that happens, the funds are not under our control and neither a payout nor a refund can be completed until PayPal resolves it. We will tell you where the payment stands and keep you updated rather than leaving you without information. See the risk disclosure for more detail.

• Open a ticket in the in-app support inbox, or contact us through the contact page.
• Include your exchange reference number, the PayPal transaction ID, the amount, and the reason you are requesting a refund.
• We acknowledge refund requests within 24 hours and confirm the outcome in writing.
• If you disagree with the outcome, use our complaints process.