Refund policy
How refund and return requests are handled.
This policy explains when a payment may be returned, how to submit a request, which details are required, and the timelines that normally apply. Live product terms and the client agreement always prevail.
Scope
This policy applies to payments made to fund an account, to service fees charged for optional products, and to amounts sent in error through a supported payment route. Losses arising from market movement on executed positions are not refundable.
Cooling-off on service fees
Where a service or subscription fee has been charged and the service has not been used, a full refund may be requested within 14 days of the charge. Once the service has been accessed, a pro-rata amount may be considered instead.
Unused deposited funds
Cleared funds that remain unused in an account may be returned as a withdrawal at any time, subject to identity verification, applicable checks, and any negative balance or open exposure on the account.
Duplicate and incorrect payments
A duplicate charge, an incorrect amount, or a payment sent to the wrong reference should be reported as soon as it is noticed. Confirmed processing errors are returned in full, including any fee charged in error.
How to submit a request
Send the request through the support route confirmed by the legal operator, using the email address registered to the account. Include the account reference, payment date, amount, currency, payment method, and a short description of the reason.
Verification requirements
Identity and payment-ownership checks may apply before a refund is released. Requests may be declined where ownership of the payment method cannot be confirmed, or where a legal or regulatory obligation prevents the return.
Return method
Refunds are returned to the original payment method and in the original currency wherever possible. Where the original method is unavailable, an alternative account in the same verified name may be used.
Processing timelines
Requests are normally reviewed within 5 business days of receipt. Once approved, funds are typically sent within a further 5 business days, after which the receiving bank, card scheme, or payment provider controls the posting time.
Costs and currency
Third-party transfer fees, intermediary bank charges, and exchange-rate movement between the payment date and the refund date may reduce the amount received. These costs sit outside the control of the operator.
Chargebacks
Raising a chargeback before contacting support may delay the outcome and can lead to account restrictions while the dispute is investigated. Contacting support first is normally the faster route.
Requests that fall outside this policy
Refunds are not available for trading losses, for costs and charges correctly applied under the client agreement, or where a request is made after the period stated for the relevant charge.
Changes and escalation
This policy may be updated when payment routes, products, operator documentation, or applicable requirements change. If an outcome appears incorrect, a review may be requested through the complaints route named in the client agreement.