Refund, Cancellation and Error-Correction Policy

1What this policy covers

1.1This policy explains when a transaction may be cancelled, corrected, returned or refunded. A refund is not the same as cancellation of an open order or a correction of an erroneous ledger entry. Mandatory legal rights override any conflicting provision here. We do not impose a blanket “no refunds under any circumstances” rule.

1.2Digital-asset transactions involve different stages. An instruction may be submitted, accepted, reserved, executed, internally settled or broadcast to a blockchain. Whether reversal is possible depends on the stage reached and the applicable service rules.

1.3This policy does not guarantee recovery from a blockchain, bank, payment provider, issuer or P2P counterparty. It explains the review we perform and the remedies we provide when our records establish an error or another return obligation.

1.4A change of mind, later market movement or failure to read a disclosed term does not normally make a correctly completed transaction refundable. This does not limit a right that applicable law makes mandatory.

2Open orders and completed trades

2.1You may request cancellation of the unfilled part of an open spot order. A cancellation takes effect only when our trading system confirms it; a fill occurring first remains valid, subject to the error process below. We release reserved assets for the cancelled, unfilled portion after confirmation.

2.2A correctly executed spot trade is normally final and cannot be undone merely because the price later changes or you change your mind. A partial fill is final only for the quantity executed; the remainder may still be open or cancelled. We investigate an execution affected by duplicate processing, an incorrect balance debit, a system malfunction or another error, and may correct records or provide an appropriate remedy under the Terms and applicable law.

2.3An order acknowledgement confirms receipt or acceptance for processing, not execution. Execution history identifies the quantity, price, time and fee of each completed Fill. We use those records when deciding whether value was exchanged.

2.4If cancellation reaches the matching system after a Fill, the completed Fill remains final and only the remaining amount is cancelled. We release the corresponding unused reservation after the cancellation is recorded.

2.5If we confirm that our system executed an order contrary to its stored parameters because of a malfunction, we assess the appropriate correction with reference to authoritative records, customer impact, market integrity and applicable law. We do not rewrite a valid trade solely using a later preferred price.

3Convert and automated products

3.1Before accepting a Convert quote, you may decline it. Once a valid quote is accepted and conversion completes, it is normally final. If the conversion fails, we release reserved funds; if we display an incorrect result, we reconcile the actual debit and credit. Earn, staking and automated-product exit or redemption rights depend on their separately disclosed product terms; we do not impose an undisclosed lock-up or fee.

3.2An expired Convert quote cannot be accepted at the earlier rate. If we cannot complete an accepted quote, we restore the input amount or complete the stated output according to the actual transaction record rather than leaving both balances deducted.

3.3For Earn, staking or another allocated-balance product, a redemption request may be subject to the disclosed lock, protocol or settlement period. The request is not a refund of market loss or accrued product risk.

3.4For an automated strategy, disabling future instructions does not reverse trades already executed. We cancel eligible open instructions and release unused reservations according to the product rules.

4Deposits and mistaken payments

4.1A valid deposit credited to your account is not normally a purchase requiring a refund; eligible available balances may be withdrawn subject to verification, limits, fees and lawful holds. If a fiat payment is rejected, duplicated, sent from an unsupported or third-party account, or cannot be credited, we will investigate and, when legally and operationally possible, return it to the original source after verifying ownership and deducting only lawful, previously disclosed non-recoverable costs.

4.2A crypto deposit sent on a wrong or unsupported network, to an incorrect address, or without a required memo may be unrecoverable. We may attempt recovery where technically feasible and lawful, but cannot promise success. We disclose any recovery charge before you approve it.

4.3If a fiat deposit cannot be matched, we may ask for proof of payment, account ownership, sender details and the bank reference. We return funds only to a verified lawful source unless applicable law or the payment provider requires another process.

4.4A duplicate deposit credit or credit made before final settlement may be corrected. We preserve an adjustment record and notify you, unless law or a security investigation restricts notice.

4.5A blockchain deposit is credited according to supported network, asset, address, memo and confirmation requirements. A visible transaction on a block explorer does not alone establish that it was sent correctly to a supported GABBAR deposit route.

4.6We may decline a recovery attempt if it would be technically unsafe, unlawful, disproportionately costly or risk assets belonging to other users. We explain the result as far as security and law permit.

5Withdrawals and internal transfers

5.1You may cancel a withdrawal only before it passes the point at which processing or blockchain broadcast makes cancellation impossible. Once broadcast, we generally cannot reverse a blockchain transfer. We may correct an internal transfer if records establish an error and correction is legally and technically possible; an otherwise correctly completed transfer is not automatically reversible.

5.2If a withdrawal fails before broadcast, we return the principal and any fee of ours that was not earned to the appropriate balance. We deduct a third-party cost actually incurred only if we disclosed it and the deduction is lawful. We provide the transaction status and a reference for investigation.

5.3A withdrawal marked pending can be undergoing security, compliance, batching or network processing. Do not assume it failed or submit a replacement transfer until status and balances are verified.

5.4After blockchain broadcast, we cannot change the destination, network or transaction amount. A network confirmation delay is not a refundable failure if the transaction remains valid and pending on the network.

5.5For an internal user-to-user transfer, we verify sender, recipient, asset, amount and operation record. A transfer to the intended recipient is normally final, but we may contact the recipient or restrict disputed value where law and the Terms allow; recovery is not guaranteed.

5.6If our system debits a withdrawal without creating the intended broadcast or valid internal settlement, we reconcile the ledger and restore the unsupported debit after investigation.

6P2P disputes

6.1P2P orders follow our published escrow, payment, cancellation and appeal rules. If you are the seller, verify cleared payment in your own account before releasing crypto. A “Paid” marker or screenshot alone is insufficient proof. We may hold crypto while reviewing evidence; we cannot promise recovery after an improper release or an external payment reversal.

6.2The buyer must use an approved payment method and follow name-matching requirements. The seller must not release crypto until cleared funds are independently verified. Both parties must preserve order-chat and payment records.

6.3Cancelling a P2P order does not itself reverse a fiat payment already sent. If payment was made, use the appeal process and do not arrange an off-platform refund without verifying the recipient and preserving evidence.

6.4An appeal decision is based on reliable evidence available to us and the P2P rules. We may ask a payment provider or authority for assistance. We cannot compel a bank to reverse a transfer or guarantee recovery of funds released outside escrow controls.

6.5Where an external payment is charged back after crypto release, we investigate account and order records but do not automatically reimburse the seller for a counterparty or banking loss not caused by our confirmed error.

7Failed, duplicate or unauthorised transactions

7.1Report an apparent duplicate debit, missing credit, wrong execution or unauthorised action promptly. We will compare authoritative order, execution, ledger, payment and blockchain records; preserve evidence; correct confirmed errors; and explain the result, subject to legal and security limits. A generic UI success or failure message is not conclusive evidence of settlement.

7.2Unauthorised activity is assessed under applicable law and the facts, including security controls and notice. This policy does not automatically assign every account compromise to the customer or waive mandatory reimbursement rights.

7.3After you report compromise, we may restrict sign-in, orders, transfers or withdrawals while verifying control of the account. A protective freeze is not an admission of liability and does not guarantee that an already completed external transfer can be recovered.

7.4We examine authentication, device, IP, session, instruction, communication, ledger and settlement evidence. We may request a police report, bank record or device information where proportionate and lawful.

7.5A duplicate instruction caused by repeatedly submitting after a delayed response is assessed using unique operation and execution identifiers. We correct a duplicate system execution that authoritative records confirm; two separately authorised valid instructions are not necessarily duplicates.

7.6We communicate the result and any account-hardening steps, subject to confidentiality. A disputed result may be escalated under the Complaints Policy.

8Fees, review and timing

8.1We reverse fees charged solely because of our confirmed error unless an unavoidable external charge lawfully applies. An ordinary market loss on a valid trade is not itself a refundable fee or transaction. We handle taxes and withholding under applicable law.

8.2We aim to acknowledge a refund or correction request within two business days. We will update you when a bank, network, counterparty, legal hold or complex reconciliation delays resolution. Funds are returned only after the original transaction and recipient are verified; the time for an external bank or network to complete a return is outside our direct control.

8.3We calculate a correction in the asset and amount supported by the authoritative record. Where return in the original asset is impossible or unlawful, we explain any alternative basis before applying it unless urgent law requires otherwise.

8.4We do not charge an ordinary complaint or investigation fee. A specialised recovery cost is charged only after we disclose it and you approve the attempt; payment does not guarantee recovery.

8.5A refund or correction may be withheld or delayed where a legal order, sanctions control, ownership dispute, suspected fraud, negative balance or unresolved settlement lawfully prevents release.

9How to request help

9.1Email support@gabbarex.com from your registered email address with the order or transaction ID, date, amount, asset/network and a concise explanation. Do not send a password, one-time code or private key. Escalate an unresolved matter to complaints@gabbarex.com. Report a security incident immediately to security@gabbarex.com.

9.2Include the requested remedy and attach original non-sensitive evidence. For a blockchain transfer, include the transaction hash, asset, network and destination. For fiat, include the provider reference and a statement showing the relevant entry with unrelated information redacted where acceptable.

9.3We provide a case reference. Use it in follow-up messages and tell us if another support case concerns the same transaction so records can be consolidated.

9.4Do not pay a person claiming to guarantee recovery or disclose credentials to “support.” Verify communications through gabbarex.com and report impersonation to security@gabbarex.com.