Refund Policy

REFUND POLICY

1. Introduction and Scope

This Refund Policy (“Policy”) forms an integral part of the Client Agreement between BAB MARKETS (PTY) LTD (“the Company”, “we”, “us”) and the Client (“you”). This Policy outlines the terms, conditions, and procedures under which refunds and fund withdrawals are processed.

By registering an account, depositing funds, or using the Company’s trading services, you acknowledge that you have read, understood, and agreed to be bound by the terms set forth in this Policy.

2. General Principles & Regulatory Compliance

2.1. The Company operates in full compliance with the laws and regulations of the Republic of South Africa, under the oversight of the Financial Sector Conduct Authority (FSCA) and in accordance with the Financial Intelligence Centre Act (FICA).

2.2. Anti-Money Laundering (AML) & Sanctions Compliance:

Refunds or withdrawals will strictly be returned to the original source of payment(e.g., the same bank account, credit/debit card, or e-wallet account) from which the funds originated.
Third-party deposits, transfers, or third-party refund requests are strictly prohibited.
The Company reserves the right to request additional KYC (Know Your Customer) and verification documentation before processing any refund or withdrawal request.

3. Non-Refundable Situations

IMPORTANT NOTICE:

Financial contracts and trading operations carry inherent market risks. Trading losses incurred through market participation are non-refundable.

The Company reserves the right to reject any refund request under the following circumstances:

3.1. Trading Losses: Funds lost as a result of trading, market volatility, automated trading strategies, execution slippage, or client error are strictly non-refundable.

3.2. Executed Operations: Any portion of funds that has already been utilized to open positions, cover margin requirements, or pay for fees, commissions, swaps, or spread costs cannot be refunded.

3.3. Unverified Accounts: No refund or withdrawal will be processed for accounts that have failed to complete the required KYC and AML verification processes under South African FICA laws.

3.4. Fraud, Abuse, or Breach: The Company reserves the right to deny refunds and freeze accounts where there are reasonable grounds to suspect fraudulent activity, platform abuse, manipulation, market abuse, or any material breach of the Client Agreement.

3.5. Chargeback Policy: Clients agree not to file a chargeback or dispute with their payment provider/card issuer without first contacting the Company’s support team. In the event of an unauthorized or bad-faith chargeback:

The Company reserves the right to immediately terminate the Client’s account;
The Client shall indemnify the Company for any chargeback fees, legal expenses, or administrative costs incurred.

4. Eligible Refund Conditions

Refunds will only be considered under the following limited conditions:

4.1. Unused Margin/Unexecuted Funds: A refund may be requested for unutilized capital (funds that have not been allocated to open trading positions or locked in margin) available in the Client’s account.

4.2. System/Processing Errors: In the event of a verified technical error or duplicate deposit caused by the Company’s system or payment gateways, the extra amount will be refunded upon prompt notification by the Client.

5. Refund and Withdrawal Procedure

5.1. Request Submission: All refund or withdrawal requests must be submitted in writing via the official Client Portal or by emailing [email protected] from the Client’s registered email address.

5.2. Required Information: Requests must include:

Full Name and Account Number;
Date and Amount of Deposit;
Payment Method and Proof of Ownership of the Funding Account;
Reason for the refund request.

5.3. Processing Timeframe:

The Company will acknowledge and review refund requests within three (3) to five (5) Business Days.

Approved refunds will be processed back to the original source. Actual receipt of funds may depend on the payment processor, bank, or issuing card company (typically taking 5–14 Business Days).

5.4. Deduction of Fees: The Company reserves the right to deduct any applicable payment gateway processing fees, banking fees, foreign exchange conversion charges, or administrative costs incurred during the deposit and refund process from the total refund amount.

6. Limitation of Liability

The Company shall not be liable for any delays, losses, or failures in processing refunds resulting from:

Incorrect or incomplete banking details provided by the Client;
Delays caused by third-party payment processors, intermediary banks, or financial institutions;
Legal or regulatory freezing orders issued by relevant authorities.

7. Amendments

The Company reserves the right to amend, update, or modify this Refund Policy at any time without prior individual notice. Any changes will become effective immediately upon publication on the Company’s official website. Continued use of the Company’s services after any amendments constitutes acceptance of the updated Policy.

8. Contact Details

For questions or formal refund inquiries, please contact:

BAB MARKETS(PTY) LTD

Compliance / Support Email: [email protected]