Refund Policy

1. Introduction

This Refund Policy sets out the terms under which Vakto will consider requests for refunds of funds deposited into trading accounts. It is important to note that trading losses incurred through normal market activity are not eligible for refund. This policy applies solely to administrative and processing errors, technical failures attributable to Vakto, or cases of demonstrably incorrect charges.

2. Eligible Refund Circumstances

• —Duplicate deposits: where funds have been charged more than once for a single intended transaction due to a technical error.
• —Incorrect deductions: where fees or charges have been applied in error or in excess of those disclosed in our fee schedule.
• —Failed transactions: where funds were deducted from your payment method but not credited to your trading account.
• —Unauthorised transactions: where you did not authorise the transaction and have reported it promptly.
• —Documented system errors: where Vakto's technical systems caused a material error directly resulting in a financial loss not attributable to market movement.

3. Non-Eligible Circumstances

• —Trading losses resulting from market movements, regardless of their magnitude.
• —Losses resulting from your own trading decisions, strategies, or risk management.
• —Spreads, commissions, and swap charges disclosed in our fee schedule and product specifications.
• —Losses incurred during periods of market volatility or illiquidity.
• —Funds lost due to unauthorised access to your account resulting from your failure to maintain credential security.
• —Deposits requested for withdrawal after positions have been opened with those funds.

4. Refund Request Procedure

• —Submit a written request to: refunds@vakto.com within 30 days of the transaction in question.
• —Include your full name, account number, transaction reference, date and amount, and a clear description of the reason for the refund request.
• —Attach any supporting documentation, such as bank statements showing the charge or screenshots of any error messages received.
• —Our team will acknowledge your request within 2 business days.

5. Processing Times

Upon approval of a refund request, we will process the refund within 5–10 business days. Refunds are returned to the original payment method wherever possible. Where the original payment method is no longer available, we will work with you to arrange an alternative return method, which may require additional verification and documentation.

6. Currency Considerations

Refunds are generally processed in the same currency as the original deposit. Where currency conversion is required, the exchange rate applied will be the prevailing market rate at the time of processing, less any applicable bank charges. Vakto does not accept responsibility for exchange rate movements between the time of original deposit and the time of refund.

7. Chargebacks

We strongly recommend contacting our support team before initiating a chargeback with your bank or payment provider. Chargebacks may result in the immediate suspension of your trading account pending investigation. If a chargeback is found to be initiated in bad faith or without legitimate grounds, Vakto reserves the right to pursue recovery of any funds reversed together with associated costs.

8. Appeals

If your refund request is declined and you disagree with our decision, you may escalate the matter through our formal Complaints Procedure. Please refer to our Complaints Policy for details on how to do this and your rights regarding external dispute resolution.