Refund and Cancellation Policy

Overview

This policy explains when Coinwaka may cancel, reverse, refund, investigate, or decline a transaction. Digital asset services are different from ordinary online purchases because trades can execute instantly, blockchain transfers can be irreversible, and fiat payment rails may involve third-party banks, card networks, mobile money providers, or payment processors.

Refund eligibility depends on the product, transaction status, payment method, user instructions, compliance review, fraud risk, and whether funds can still be recovered.

Executed trades and conversions

Executed trades, conversions, market orders, limit-order fills, margin actions, derivatives transactions, and liquidations are generally final and non-refundable once completed.

Coinwaka may correct or unwind activity only where it determines that a platform error, duplicate execution, market-integrity issue, unauthorized activity, legal requirement, or abusive behavior makes correction appropriate.

Crypto deposits and withdrawals

Blockchain transfers cannot normally be cancelled or reversed after they are broadcast or confirmed. Coinwaka cannot guarantee recovery for assets sent to the wrong address, wrong network, unsupported token contract, missing memo or tag, scam wallet, third-party recipient, or incompatible chain.

• Pending withdrawals may be cancelled only if the transaction has not already entered processing or been broadcast.
• Deposits sent incorrectly may require manual recovery review and may be impossible or subject to recovery fees.
• Network fees are paid to blockchain validators or miners and are not controlled by Coinwaka.

Fiat deposits and withdrawals

Fiat deposits may be refundable if they fail, duplicate, cannot be matched to an account, are rejected by compliance review, or are sent in error and can be returned through the relevant payment rail.

Fiat withdrawals may be cancelled only before processing is complete. Once funds are released to a bank account, card, mobile money wallet, or payment provider, reversal depends on that provider and may not be possible.

P2P and escrow disputes

P2P trades are user-to-user transactions. Coinwaka may hold crypto in escrow, review evidence, and decide whether to release or return escrow based on platform rules, payment proof, identity match, fraud signals, and dispute evidence.

Do not release crypto for third-party payments, mismatched sender names, reversible payments, fake receipts, or pressure from a counterparty. Releasing crypto after ignoring risk warnings may limit recovery options.

Earn, rewards, subscriptions, and promotions

Earn redemptions, staking, launchpool allocations, referrals, bonuses, vouchers, and promotions follow the product rules shown at the time of participation. Early cancellation, withdrawal, or reward reversal may be limited by lockups, capacity rules, suspicious activity review, or campaign terms.

Promotional rewards may be clawed back if they were issued because of error, abuse, duplicate accounts, chargeback, fraud, or violation of campaign rules.

Fees and chargebacks

Trading fees, spreads, network fees, fiat processing fees, margin interest, liquidation fees, and other completed service fees are generally non-refundable unless charged because of a Coinwaka error.

Starting a bank or card chargeback without first contacting Coinwaka may lead to account restriction while we investigate. Fraudulent chargebacks, false claims, and payment abuse are prohibited.

Unauthorized activity

If you believe your account was accessed without permission, contact Support immediately. Coinwaka may lock the account, revoke sessions, disable API keys, pause withdrawals, request verification, and investigate the activity.

Recovery depends on timing, whether funds remain under Coinwaka control, blockchain finality, payment-rail rules, user security practices, and investigation findings.

How to request a review

Submit a support ticket with your account email, transaction ID or order ID, asset, amount, date, payment reference, screenshots, counterparty details where relevant, and a concise explanation of what happened.

Coinwaka targets urgent account-security reviews as quickly as possible and ordinary refund or dispute reviews within two business days, but complex payment, blockchain, compliance, or law-enforcement cases may take longer.