Refund and Cancellation Policy
The Company may, in exceptional cases, process a refund for payments made via credit card if the Client provides valid justification. A refund request may be submitted under the following circumstances:
- The service was not provided or not as described.
- The service received is not functioning as intended.
- The account was funded but no trades were executed.
All refunds will be processed only to the credit card used for the original deposit.
Cancellation Request Procedure
To initiate the refund process, the Client must email a cancellation request tofinance@nxgmarkets.com including, at a minimum, the following details:
- Full Name
- Residential Address
- Contact Email and Phone Number(s)
- Trading Account Number(s)
- Initial Payment Amount, Payment Date, and Payment Method (e.g., credit/debit card)
- Payment Identification Number (if applicable)
- Detailed Reason for Cancellation (must meet conditions outlined below)
All information provided must match the details from the initial payment.
Terms & Conditions for Refund Requests
- Genuine Reasons – Requests must be supported by valid and acceptable reasons explained in detail.
- Submission Deadline – Requests must be submitted within 7 days of the initial payment date.
- Processing Time – Requests will be processed within 2 business days or as otherwise stipulated in the Client Agreement for non-trading operations. The Company will notify the Client if additional processing time is required.
- Payment Limits – Refund amounts cannot exceed the original payment amount or the available free margin in the trading account.
- Third-Party Deductions – Any fees charged by payment institutions and any losses from exchange rate fluctuations will be deducted from the refund amount.
- Compliance with Card/Payment Rules – Requests may be denied if card scheme or payment institution regulations prevent processing.
