Refund & Withdrawal Policy
Clear requirements for returning available funds.
Refunds and withdrawals
Vertex Finance does not offer routine refunds of account funding on request or reimburse ordinary trading losses. To request the return of available account funds, use the withdrawal process described below. This policy does not exclude refunds, corrections or other remedies required by applicable law.
Verification and approval requirements
A withdrawal is eligible for processing only after your identity verification (KYC) has passed and is approved, and your individual withdrawal request has been reviewed and approved. Passing KYC does not automatically approve a withdrawal. A submitted or pending request is not an approved payout.
Available funds
Withdrawals are limited to available cash after existing commitments and pending withdrawal reservations are taken into account. Bonus amounts are shown separately and are not withdrawable cash. Open positions and other account commitments may reduce the amount available to withdraw.
How to request a withdrawal
Sign in to the customer portal, open Funds, choose Withdrawal, and submit the amount and the requested destination details. Check that the information is accurate and belongs to you. Review the request status in your account or contact support if you need help. Do not send passwords, full card numbers or identity documents by ordinary email.
Review, processing and status
We review the request, available funds, verification status and destination details before approval. Incomplete information, a security concern or an applicable legal restriction may require further review. Contact support for the reason for a delay or rejection where it can lawfully be disclosed. If verification cannot be completed, contact support about the permitted way to resolve or return funds; failed verification does not by itself mean funds are forfeited.
Approval and settlement
Approval authorizes processing; it is not a guarantee of immediate receipt. Banks, payment providers and blockchain networks may affect settlement time. An internal account entry or request status is not, on its own, proof that an external transfer has settled. Any applicable fee or conversion charge must be disclosed before you agree to it.
Payment errors and legal rights
Report an unauthorized, duplicate or incorrectly processed payment promptly so it can be investigated. The no-routine-refund policy does not prevent correction of an error or a refund where legally required, and does not remove any applicable rights to complain, dispute a payment, seek redress or use a payment provider’s dispute process. Ordinary market losses are not treated as payment-processing errors.
Questions and complaints
Contact support@vertexfinance-trading.com with your account email and request reference. The platform operator will review questions about verification, request status and payment errors. Mandatory consumer and payment rights remain unaffected.