Refund & Withdrawal Policy

Last Updated: October 11, 2025

1. Overview

This Refund and Withdrawal Policy explains how you can deposit and withdraw funds from your MarketsNova trading account, including processing times, fees, and conditions. We are committed to processing all legitimate withdrawal requests promptly and efficiently.

Important: Trading losses are not refundable. This policy covers the withdrawal of your deposited capital and any trading profits, not compensation for trading losses.

2. Deposits

2.1 Deposit Methods

We accept deposits via the following methods:

  • Bank Wire Transfer: Direct transfer from your bank account
  • Credit/Debit Cards: Visa, Mastercard, Maestro
  • E-Wallets: Skrill, Neteller, PayPal (availability varies by region)
  • Local Payment Methods: Various local options depending on your country

2.2 Deposit Requirements

  • All deposits must be made from accounts in your own name
  • Third-party payments are not accepted
  • Minimum deposit amounts apply (typically $100 USD or equivalent)
  • Your account must be verified before you can make deposits
  • Currency conversion may apply at our prevailing rates

2.3 Deposit Processing Times

Method Processing Time Fees
Credit/Debit Card Instant - 24 hours Free
E-Wallets Instant - 1 hour Free
Bank Wire 1-5 business days Free (bank fees may apply)
Local Methods Varies by method Varies by method

2.4 Deposit Restrictions

We reserve the right to reject any deposit if:

  • Your account is not fully verified
  • We suspect fraudulent activity
  • The source of funds cannot be verified
  • The payment method is not acceptable
  • Required AML/KYC procedures have not been completed

3. Withdrawals

3.1 Withdrawal Methods

Withdrawals must be processed using the same method as the original deposit, in accordance with anti-money laundering regulations. If the original deposit method is unavailable, alternative arrangements may be made after verification.

3.2 Withdrawal Requirements

To request a withdrawal, you must:

  • Have a fully verified account (KYC documentation approved)
  • Close all open trading positions
  • Have sufficient available balance (not used as margin)
  • Meet any applicable trading volume requirements (for bonus funds)
  • Have no pending disputes or investigations
  • Request withdrawal to the same source as your deposit

3.3 Withdrawal Processing Times

Method Processing Time Fees
Credit/Debit Card 3-5 business days Free (up to deposit amount)
E-Wallets 1-2 business days Free or 2% (minimum $5)
Bank Wire 3-7 business days $25 or 1% (whichever is greater)
Local Methods Varies by method Varies by method

Note: Processing times begin after approval and do not include time taken by banks or payment processors.

3.4 Withdrawal Limits

  • Minimum Withdrawal: $50 USD or equivalent
  • Maximum Per Transaction: $10,000 USD or equivalent (higher amounts may be split)
  • Daily Limit: $50,000 USD or equivalent
  • Monthly Limit: $500,000 USD or equivalent

Higher limits may be available for VIP clients. Limits may be adjusted based on account verification level and history.

3.5 Withdrawal to Original Source

Per AML regulations, withdrawals must first be returned to the original deposit source:

  • If you deposited $5,000 by card, up to $5,000 must be withdrawn to the same card
  • Any profits can be withdrawn to a different method (typically bank wire)
  • If the original method is no longer available, we will require additional documentation
  • Multiple deposits may result in proportional distribution of withdrawals

4. Fees and Charges

4.1 Deposit Fees

MarketsNova does not charge fees for deposits. However:

  • Your bank or payment provider may charge fees
  • Currency conversion fees may apply (typically 0.5-2%)
  • Some local payment methods may have associated costs

4.2 Withdrawal Fees

  • First withdrawal per month: Free (up to $500 or equivalent)
  • Additional withdrawals: Varies by method (see table above)
  • Small withdrawals: Minimum fee may apply
  • Currency conversion: Up to 2% conversion fee

4.3 Inactivity Fees

Accounts with no trading activity for 6 consecutive months are considered dormant and subject to:

  • Dormant Account Fee: $10 per month after 6 months of inactivity
  • Fee is deducted from account balance automatically
  • No fee applies if account balance is below $100
  • Fees stop when balance reaches zero or account becomes active
  • Any trading activity, deposit, or withdrawal resets the inactivity period

5. Verification Requirements

Before processing your first withdrawal, we must verify your account in accordance with KYC/AML regulations. You will need to provide:

5.1 Initial Verification

  • Government-issued photo ID (passport, driver's license, or national ID)
  • Proof of address (utility bill, bank statement, or government document dated within 3 months)
  • Completed application form with accurate information

5.2 Enhanced Verification

For withdrawals above $10,000 or at our discretion, we may require:

  • Proof of source of funds (bank statements, payslips, sale documents, etc.)
  • Source of wealth documentation
  • Additional identification documents
  • Video verification call
  • Utility bill in your name matching your registered address

5.3 Card Verification

For card deposits, we may require:

  • Photo of front of card (middle 6 digits can be masked)
  • Photo of back of card (CVV should be masked)
  • Bank statement showing the deposit transaction

6. Refund Policy

6.1 Trading Losses

Trading losses are not refundable. When you trade Forex, CFDs, and other leveraged products, you accept the risk of loss. Losses incurred due to market movements, your trading decisions, or normal market conditions are not eligible for refunds.

6.2 Eligible Refund Circumstances

Refunds may be considered only in the following exceptional circumstances:

  • Duplicate Deposits: If you accidentally made the same deposit twice
  • Technical Errors: If a verified technical malfunction on our platform caused demonstrable losses
  • Unauthorized Transactions: If your account was accessed without authorization (subject to investigation)
  • Unexecuted Deposits: If you deposited but funds were not credited to your account
  • Service Cancellation: If you close your account before trading and request a full refund

6.3 Non-Refundable Circumstances

Refunds will NOT be provided for:

  • Trading losses, regardless of reason
  • Losses due to slippage, spread widening, or market gaps
  • Losses due to margin calls or stop-outs
  • Failed trades due to insufficient margin
  • Losses resulting from your own trading decisions or errors
  • Market volatility or unfavorable price movements
  • Technical issues on your side (internet connection, device malfunction, etc.)
  • Failure to set stop-loss orders or manage risk
  • Misunderstanding of platform features or trading mechanics

6.4 Bonus and Promotion Refunds

  • Deposit bonuses are not withdrawable until trading requirements are met
  • If you withdraw before meeting requirements, bonus and related profits may be forfeited
  • Promotional credits are not refundable
  • Each promotion has specific terms that must be followed

7. Chargeback Policy

7.1 Chargeback Prohibition

Initiating a chargeback for a legitimate deposit is a violation of our Terms and Conditions. If you have a dispute, you must contact our support team first.

7.2 Consequences of Chargebacks

If you initiate a chargeback:

  • Your account will be immediately suspended
  • All positions will be closed
  • Any profits may be forfeited
  • We may pursue legal action to recover funds and costs
  • Your account may be permanently closed
  • You may be reported to fraud prevention services

7.3 Legitimate Chargeback Circumstances

Chargebacks are only acceptable if:

  • The transaction was genuinely fraudulent (not made by you)
  • We have refused to process a legitimate withdrawal request
  • We have not responded to your dispute within a reasonable time

Even in these cases, we strongly recommend contacting us first before initiating a chargeback.

8. Processing Times and Delays

8.1 Standard Processing

We aim to process all withdrawal requests within 1-2 business days after approval. However, processing may be delayed if:

  • Additional verification is required
  • Your account is under review
  • There are suspicious activity concerns
  • Documentation is incomplete or unclear
  • The request is made during weekends or holidays
  • High withdrawal volume periods

8.2 Bank and Payment Processor Times

After we process your withdrawal, additional time is required for:

  • Bank processing (typically 3-5 business days for domestic, 5-10 for international)
  • Card refund processing (typically 5-10 business days)
  • E-wallet transfers (typically instant to 24 hours)

We are not responsible for delays caused by banks or payment processors.

8.3 Communication During Processing

You will receive:

  • Immediate confirmation when you submit a withdrawal request
  • Notification when the withdrawal is approved
  • Confirmation when funds are sent
  • Request for additional information if needed

9. Currency Conversion

If your account currency differs from your deposit/withdrawal currency:

  • We use prevailing interbank exchange rates
  • A conversion fee of up to 2% may apply
  • Exchange rates are determined at the time of transaction
  • Rates may differ between deposit and withdrawal
  • You can minimize conversion fees by using the same currency for deposits and withdrawals

10. Disputes and Complaints

10.1 How to Raise a Dispute

If you have a concern about a deposit, withdrawal, or refund:

  1. Contact our Customer Support team at support@marketsnova.org
  2. Provide your account number and transaction details
  3. Explain the issue clearly with supporting evidence
  4. Allow up to 5 business days for investigation

10.2 Escalation Process

If your issue is not resolved:

  1. Request escalation to our Compliance Department
  2. We will conduct a thorough review within 15 business days
  3. You will receive a formal written response
  4. If still unsatisfied, you may contact our regulator or use alternative dispute resolution services

11. Security and Fraud Prevention

To protect your funds and prevent fraud:

  • We may temporarily hold withdrawals if suspicious activity is detected
  • Multiple failed login attempts may trigger security reviews
  • Unusual withdrawal patterns may require additional verification
  • We use advanced fraud detection systems
  • Withdrawals to new bank accounts may be delayed for verification
  • We may contact you by phone to verify large withdrawals

These measures are in place for your protection and to comply with regulatory requirements.

12. Unclaimed Funds

If your account remains dormant with a balance for an extended period:

  • We will attempt to contact you via email and phone
  • After 2 years of dormancy, accounts with balances under $100 may be closed
  • Remaining funds may be subject to local unclaimed property laws
  • You may reclaim funds even after account closure by contacting us and proving identity

13. Policy Changes

We reserve the right to modify this Refund and Withdrawal Policy at any time. Changes will be notified via:

  • Email to your registered address
  • Notice on our website
  • Platform notification

Continued use of our services after changes constitutes acceptance of the updated policy.

14. Contact Information

For questions about deposits, withdrawals, or refunds:

Email: withdrawals@marketsnova.org
Support: support@marketsnova.org
Address: MarketsNova Payments Department
123 Financial District, Suite 500
London, EC2V 7WS, United Kingdom

Business Hours: Monday - Friday, 9:00 AM - 6:00 PM GMT