This Refund Policy explains the limited circumstances in which GTX PRIME may return a payment, the process for requesting a refund, and the conditions that apply.
1 Refund Policy Overview
The Company may make an exception in certain cases where it is necessary to return a payment made by credit card, but only where the Client justifies the reason for doing so. A Client may submit a refund request where a service was not provided or was not as described, or where the service received is not functioning appropriately. A refund is possible where an account has been deposited but no trades were carried out, and is made only to the credit card that was used for the deposit.
When refunds may be available
Credit card payments where a justified reason is provided.
Service not provided as agreed.
Service not functioning appropriately.
Unused deposits where no trades were carried out.
2 Refund Request Process
To start the return process, the Client shall submit a cancellation request by emailing our support team. Follow these steps to initiate your refund request:
Include all required details and supporting documentation.
3
Wait for Processing
Allow time for our team to review and process your request.
3 Required Information
A cancellation request shall contain at least the following information (but is not limited to):
Full name of the Client — your complete legal name as it appears on official documents.
Residential address — your current residential address for verification purposes.
Contact information — your email address and phone number(s).
Trading account number(s) — the account(s) associated with the payment.
Payment details — initial payment amount, date of payment and payment method used.
Payment identification — payment identification number, if available.
Reason for cancellation — a detailed explanation of why you are requesting the refund.
Important Note
All information in a cancellation request submitted to the Company shall be identical to that originally submitted with the initial payment.
4 Refund Conditions and Requirements
All cancellation requests must meet the following conditions and requirements:
Genuine reasons required — all requests shall be for genuine, acceptable reasons, described in detail by the Client.
7-day time limit — requests shall be submitted within 7 days of the initial payment. The Company will notify the Client where a request cannot be processed due to card-scheme or payment-institution rules.
2 business days processing — requests shall be processed within 2 business days for claims related to non-trading operations, or exceptionally longer; the Company will notify the Client where additional time is required.
Amount verification — requests are reviewed only where the requested amount does not exceed the initial payment amount or the free margin of the trading account.
Deductions and expenses — any charges deducted by the payment institution, and any loss or expense incurred by the Company due to adverse exchange-rate fluctuation, will be covered from the return amount.
5 Contact Support
For refund requests or questions about this policy, please contact us:
