LEGAL · REFUNDS
Refund and dispute policy
When a balance is returned, when it is not, and how to dispute a result you believe is wrong.
01When we return money
An unused balance is returned to you on request, subject to identity verification. We do not hold balances hostage to encourage trading.
02When we do not
A settled order is not refunded because the price moved against you afterwards, or because you meant to choose the other direction. A losing order is not a billing error.
03Disputing a result
Quote the order reference and say which figure you believe is wrong. We publish the raw quotes we settled on, so the check is done on the record, not on memory.
04Time limit
Raise a dispute within thirty days of settlement. After that the audit record may have aged out of the retained window.