Refund & Cancellation Policy

This policy applies to INR payments and crypto settlements facilitated through CoinConnect for the Phase I on/off-ramp services (currently USDT and USDC). It does not override the terms of any third-party partner (e.g., payment processors, exchanges, or wallet providers) that you may interact with during the transaction.

• Before payment is confirmed: You may cancel a buy order at any time before you have paid the INR amount. Cancelling returns any locked quote and reservation to the pool; no fee is charged.
• After INR payment is confirmed but before crypto release: Contact us immediately at support@coinconnect.com. If the crypto has not yet been released to your wallet, we may cancel the order and process a full INR refund, subject to verification of the payment source.
• After crypto release: Once crypto has been transferred to the wallet address you provided, the transaction is final. Crypto transactions are irreversible, so we cannot offer a refund in this case. Please verify your wallet address carefully before confirming.

• Before crypto deposit is detected: You may cancel a sell order before crypto is sent to our designated deposit address. No fee is charged.
• After crypto is deposited but before INR is sent: If you change your mind and the INR transfer has not yet been initiated, contact us at support@coinconnect.com. We may, at our discretion, return the crypto to the originating address minus any network fees, after verifying the source and ensuring compliance with our AML policies.
• After INR is sent: Once the INR settlement has been credited to your bank/UPI account, the transaction is final and cannot be reversed.

If your INR payment fails, is rejected by your bank/UPI app, or does not match the order details within the required time window, the order may be marked as failed. We will automatically refund the INR amount back to the originating account within 5-7 business days, or you may request a manual refund at support@coinconnect.com.

Any network fees, payment-processor charges, or third-party deductions incurred before the failure may be withheld from the refund where applicable.

• Refunds will be sent to the original INR payment source (same bank account or UPI VPA) used for the transaction. Refunds to a different source require additional verification and may take longer.
• Approved refunds are typically processed within 5-7 business days. Depending on your bank or payment provider, the actual credit may take an additional 2-5 business days to reflect.
• Crypto refunds, if approved, will be returned to the originating wallet address minus applicable blockchain network fees.

• Losses caused by sending crypto to the wrong wallet address.
• Losses caused by market price movements after a transaction is confirmed.
• Network or blockchain fees paid to miners/validators.
• Amounts seized, frozen, or held by law enforcement or regulatory direction.
• Errors caused by incorrect bank/UPI details provided by you.

If you initiate a chargeback or payment dispute with your bank or UPI provider without first contacting us, we may suspend your account and any pending orders until the dispute is resolved. We reserve the right to withhold refunds or crypto releases until the chargeback is withdrawn or settled. For any transaction concern, please email us at support@coinconnect.com before raising a dispute.

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with the updated "Last updated" date. Continued use of the services after such changes constitutes acceptance of the revised policy.

For refund or cancellation requests, write to support@coinconnect.com with the order ID, transaction reference, and a brief description. You may also write to us at U 1/17, U block, DLF Phase III, Gurugram, Haryana — 122002.