Refund Policy

Our policy on refunds, withdrawals, and account closures

Last Updated: January 10, 2025

1. Introduction

This Refund Policy ("Policy") outlines the terms and conditions under which AuroraEx Limited ("AuroraEx," "we," "our," or "us") processes refunds, withdrawals, and account closures. This Policy applies to all clients who use our Services, including our website, mobile application, and trading platform.

By using our Services, you acknowledge that you have read, understood, and agree to be bound by this Policy. This Policy should be read in conjunction with our Terms of Service, User Agreement, and other applicable policies.

2. Deposits

When you deposit funds into your AuroraEx account, you agree to the following terms:

  • All deposits must be made from accounts or payment methods in your own name. We do not accept third-party payments.
  • You are responsible for ensuring that the deposit information you provide is accurate and complete.
  • Deposits may be subject to processing fees, depending on the payment method used. These fees will be clearly displayed before you complete the deposit.
  • The time it takes for funds to be credited to your account may vary depending on the payment method used. While we strive to process deposits promptly, we are not responsible for delays caused by payment processors, banks, or other third parties.
  • We reserve the right to refuse or limit deposits at our discretion, particularly if we suspect fraud, money laundering, or other illegal activity.

3. Refund Eligibility

Refunds may be issued in the following circumstances:

3.1 Duplicate or Erroneous Deposits

If you have made a duplicate deposit or deposited an incorrect amount due to a technical error, you may request a refund. We will review your request and, if approved, process the refund to the original payment method.

3.2 Unauthorized Transactions

If you believe that an unauthorized transaction has been made from your account, you should contact us immediately. We will investigate the matter and, if we determine that the transaction was indeed unauthorized, we will process a refund to the original payment method.

3.3 Service Issues

If you have experienced significant issues with our Services that have prevented you from using them as intended, you may request a refund. We will review your request on a case-by-case basis and, if approved, process the refund to the original payment method.

3.4 Account Closure

If you close your account in accordance with our Terms of Service and User Agreement, any remaining balance in your account will be refunded to you, subject to the terms of this Policy.

4. Non-Refundable Items

The following items are generally non-refundable:

  • Trading Losses: Losses incurred as a result of your trading activities are not refundable. Trading in financial instruments involves significant risk, and you should only trade with funds that you can afford to lose.
  • Fees and Charges: Fees and charges that have been correctly applied in accordance with our fee schedule are not refundable. These may include trading commissions, spreads, overnight financing fees (swaps), inactivity fees, and deposit/withdrawal fees.
  • Promotional Credits or Bonuses: Promotional credits, bonuses, or other incentives provided by AuroraEx are not refundable and cannot be withdrawn unless specified otherwise in the terms of the promotion.
  • Deposits Used for Trading: Deposits that have been used for trading activities are generally not refundable, except in the circumstances described in Section 3.

5. Refund Process

To request a refund, please follow these steps:

  1. Contact our Customer Support team through the contact form on our website, by email at [email protected], or through the live chat feature on our platform.
  2. Provide your account details, the reason for your refund request, and any supporting documentation or evidence.
  3. Our team will review your request and may ask for additional information or documentation if needed.
  4. If your refund request is approved, we will process the refund to the original payment method used for the deposit.

Please note that refund requests are reviewed on a case-by-case basis, and the decision to issue a refund is at our sole discretion.

6. Refund Timeframes

If your refund request is approved, the time it takes for the refund to be processed and for the funds to appear in your account depends on the payment method used:

  • Credit/Debit Cards: Refunds to credit or debit cards typically take 5-10 business days to appear in your account, depending on your card issuer's policies.
  • Bank Transfers: Refunds via bank transfer typically take 3-7 business days to appear in your account, depending on your bank's policies.
  • E-Wallets: Refunds to e-wallets (such as Skrill, Neteller, or PayPal) typically take 1-3 business days to appear in your account.
  • Cryptocurrencies: Refunds in cryptocurrencies typically take 1-3 business days to be processed, but the actual time for the transaction to be confirmed on the blockchain may vary.

Please note that these timeframes are estimates and may vary depending on various factors, including but not limited to your payment provider's policies, bank processing times, and blockchain confirmation times.

7. Withdrawals

You may request withdrawals from your AuroraEx account at any time, subject to the following conditions:

  • Withdrawals will only be processed to accounts or payment methods in your own name.
  • You must have completed our verification process before requesting a withdrawal.
  • Withdrawal requests may be subject to processing fees as specified on our website or platform.
  • The minimum and maximum withdrawal amounts may vary depending on the payment method used.
  • We reserve the right to request additional information or documentation before processing a withdrawal.
  • We may delay or refuse a withdrawal if we suspect fraud, money laundering, or other illegal activity.
  • Withdrawal requests will be processed within the timeframe specified on our website or platform, but may be subject to delays due to bank processing times or other factors beyond our control.

To request a withdrawal, please log in to your account and follow the withdrawal process on our platform. If you encounter any issues, please contact our Customer Support team for assistance.

8. Account Closure

You may close your AuroraEx account at any time by contacting our Customer Support team. Before closing your account, please ensure that:

  • All open positions have been closed;
  • All pending orders have been canceled;
  • All fees and charges have been paid;
  • You have withdrawn any remaining balance from your account.

If there is a remaining balance in your account at the time of closure, we will process a withdrawal to your designated payment method, subject to the terms of this Policy.

Please note that account closure is final, and you will not be able to access your account or any data associated with it after it has been closed. If you wish to use our Services again in the future, you will need to create a new account.

9. Dormant Accounts

If your account has been inactive for a period specified in our Terms of Service or User Agreement, it may be classified as dormant. Dormant accounts may be subject to inactivity fees, as specified on our website or platform.

If your account has been dormant for an extended period, we may close it in accordance with our Terms of Service or User Agreement. If there is a remaining balance in your account at the time of closure, we will make reasonable efforts to contact you and return the funds to you.

10. Chargebacks

A chargeback occurs when you dispute a transaction with your payment provider (such as your bank or credit card issuer) instead of requesting a refund directly from us. We take chargebacks very seriously and consider them a potential indicator of fraud.

If you have any issues with a transaction, we strongly encourage you to contact our Customer Support team first to resolve the matter. Initiating a chargeback should be a last resort.

If you initiate a chargeback, we reserve the right to:

  • Suspend or terminate your account;
  • Recover any costs associated with the chargeback, including administrative fees and legal expenses;
  • Take legal action to recover any outstanding amounts;
  • Report the incident to credit bureaus or other financial institutions.

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, regulatory requirements, or other relevant factors. Any changes will become effective when we post the revised policy on our website or platform.

We encourage you to periodically review this policy to stay informed about our refund procedures.

12. Contact Information

If you have any questions about this Refund Policy or our refund procedures, please contact us at:

AuroraEx Limited

Email: [email protected]