REAL VIRTUAL ASSET VENTURE (PTY) LTD REFUND & CANCELLATION POLICY
Last updated: 30 April 2025
This Refund & Cancellation Policy ("Policy") sets out the circumstances under which Real Virtual Asset Venture (Pty) Ltd (registration number 2024/767369/07) ("RVAV", "we", "our" or "us") may reverse, cancel or refund a transaction executed via our platform (the "Services").
Crypto‑asset transfers are, by design, irreversible once confirmed on the relevant blockchain. Accordingly, refunds are strictly limited to the scenarios expressly set out below. By using the Services you acknowledge and agree to the terms of this Policy.
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1 ELIGIBILITY FOR REFUND OR CANCELLATION
A refund or cancellation may be considered only where: (a) Unfulfilled Exchange Order – RVAV received the User’s payment but failed to complete the Exchange Order within the stated processing time and the User elects not to proceed at the updated rate. (b) Duplicate Payment – the User inadvertently sent an identical payment twice for the same Exchange Order. (c) Erroneous Overpayment – the User sent an amount materially in excess of the amount specified in the Exchange Order. (d) Order Expiry – the User’s payment was received after the 15‑minute rate‑lock window, the Order automatically expired and the User opts for a refund rather than re‑pricing. (e) Compliance Rejection – RVAV is legally obliged to decline or reverse the transaction following a sanctions or AML/CFT screening.
Transactions successfully executed in accordance with the Exchange Order are not eligible for refund or cancellation.
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2 REFUND REQUEST PROCEDURE
2.1 Submit a support ticket to support@rvavcrypto.com within 30 calendar days of the relevant transaction, including: • Exchange Order number and transaction hash/reference;
• Reason for the refund or cancellation;
• Any supporting documentation or screenshots. 2.2 RVAV will acknowledge receipt within 3 Business Days and may request additional information to verify the claim and comply with FICA obligations.
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3 REVIEW & DECISION RVAV will conduct a good‑faith review of each request and notify you in writing of its decision within 15 Business Days (or such longer period as reasonably required where additional verification is necessary). RVAV reserves the unilateral right to approve or decline any request at its sole discretion, taking into account: • Evidence provided; • Blockchain confirmations and time stamps; • Regulatory or legal constraints; and • Risk considerations.
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4 REFUND PAYMENT METHOD & FEES
4.1 Original Payment Method – Refunds are issued only to the same wallet address, bank account or card from which the original payment was received. Alternative destinations are not permitted. 4.2 Processing Time – Approved refunds will be initiated within 10 Business Days of approval. Blockchain settlement times are beyond RVAV’s control.
4.3 Deductions – Network fees, banking charges, third‑party processing fees and any direct costs reasonably incurred by RVAV will be deducted from the refund amount.
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5 LIABILITY FOR TRANSACTION FEES
The User bears all third‑party fees (including miners’ fees, bank wire charges or card scheme fees) associated with the original payment and any refund.
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6 NO GUARANTEE
Nothing in this Policy obliges RVAV to approve a refund or cancellation in every case. Approved refunds are made ex gratia and without admission of liability.
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7 UPDATES TO THIS POLICY RVAV may amend this Policy by posting an updated version on the Platform. The "Last updated" date indicates the latest revision. Continued use of the Services after changes become effective constitutes acceptance.
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8 CONTACT
Questions about this Policy should be directed to support@rvavcrypto.com.