Refund Policy

01Overview

This Refund Policy explains the circumstances in which a refund may be granted for fees paid to Cleared Capital (Pty) Ltd. It forms part of our Terms & Conditions.

02General principle

The Evaluation fee is a fee for access to and use of our skills-evaluation Service. Once trading credentials have been issued and you have logged in to the trading platform with those credentials, the Service is deemed to have been delivered, and the fee is non-refundable except in the limited circumstances described below.

03Cooling-off period

In line with section 16 of the Consumer Protection Act 68 of 2008, where you have entered into the transaction as a result of direct marketing, you may cancel within five (5) business days of receiving the goods or service, provided that:

• You have not yet logged in to the trading platform with your Evaluation credentials;
• You have not yet placed any trades on the Evaluation account.

If both of these conditions are met within the cooling-off window, you may request a full refund.

04Refund eligibility

Beyond the cooling-off period, refunds are available only in the following circumstances:

• Duplicate charges for the same Evaluation;
• Failure to deliver Evaluation credentials within 7 business days of payment confirmation, where the delay is caused by us;
• Persistent technical failures on our side that prevent you from completing the Evaluation (see section 5);
• Where required by law.

If you successfully pass the Evaluation, you are not entitled to a refund of your Evaluation fee — the fee was for the Evaluation Service, which has been delivered.

05Technical failures

If our trading infrastructure experiences a sustained outage or material malfunction that demonstrably prevents you from trading or causes a rule breach that would not otherwise have occurred, you may request:

• A reset of your Evaluation account at no charge; or
• A refund of your most recent Evaluation fee, at our discretion.

Requests must be submitted within 7 days of the incident along with relevant evidence (timestamps, screenshots, broker confirmations).

06Mistaken purchases

If you accidentally purchased the wrong Evaluation product (e.g. wrong account size), contact us within 24 hours of purchase and before logging in to the trading platform. Where possible, we will adjust your purchase or issue a refund and re-purchase.

07Chargebacks

We treat chargebacks initiated without first contacting us seriously. Initiating a chargeback in violation of this Policy may result in:

• Suspension of your account and forfeiture of any pending Profit Share;
• Permanent bar from future use of the Service;
• Recovery costs and legal action where appropriate.

Always contact us first — we will work with you to find a fair resolution.

08How to request a refund

To request a refund, send an email to refunds@clearedcapital.com with:

• Your account email and order ID;
• The reason for the refund request, with supporting evidence where applicable;
• The bank account or card to which the refund should be returned (must match the original payment method).

09Refund timing

Approved refunds will be processed within 5–10 business days from the date of approval. The actual time for funds to reflect in your account depends on your bank or card issuer.

10Disputes

If you disagree with a refund decision, you may escalate the matter via our Contact page. Unresolved disputes may be referred to the National Consumer Commission or the relevant ombudsman.