Refund Policy

NXG Markets Limited is committed to providing transparent and fair services. This Refund Policy outlines the circumstances under which refunds may be issued and the procedures for requesting them.

Due to the nature of financial trading services, refunds are subject to specific conditions. The execution of trades, once confirmed, cannot be reversed as they represent real-time market transactions.

This policy should be read in conjunction with our Terms and Conditions and is governed by the laws of the Autonomous Island of Mwali (Mohéli), Union of the Comoros.

Duplicate Deposits: If you are charged more than once for the same deposit due to a technical error or payment processing issue, the duplicate amount will be refunded in full.

Unauthorized Transactions: If your payment method was used without your authorization (subject to investigation and verification), we will process a full refund after confirming the unauthorized nature of the transaction.

Service Unavailability: If NXG Markets is unable to provide the agreed-upon services due to our own operational failure (not including force majeure events), a refund may be issued for any unused funds deposited.

System Errors: If a verifiable system error on our platform results in incorrect debits to your account, the affected amount will be credited back promptly.

Trading Losses: Losses incurred through trading activities are not eligible for refund. Trading leveraged financial products carries inherent risk, and losses are a normal part of the trading process.

Swap and Commission Charges: Overnight swap fees, commissions, and other legitimate trading charges that were correctly applied in accordance with our published fee schedule are non-refundable.

Promotional Credits and Bonuses: Any promotional credits, deposit bonuses, or reward amounts that have been forfeited due to violation of bonus terms are not eligible for refund.

Change of Mind: Deposits made voluntarily and used for trading purposes are not refundable simply because you have changed your mind or decided to stop trading.

Third-Party Fees: Bank wire transfer fees, currency conversion charges, and other fees charged by your payment provider or intermediary bank are not the responsibility of NXG Markets and are non-refundable.

To request a refund, submit a written request through your Client Portal under Finance > Support Tickets, or email payments@nxgmarkets.com with the subject line "Refund Request". Include your account number, the amount, date of the original transaction, and the reason for the refund.

All refund requests are reviewed by our Finance and Compliance teams. We may request additional supporting documentation, such as bank statements or payment receipts, to verify your claim.

We aim to communicate refund decisions promptly once we have a complete request with all required documentation. Complex cases may require additional time for investigation, and we will keep you updated.

Approved refunds are processed via the same payment method used for the original deposit, in compliance with anti-money laundering regulations. If the original payment method is no longer available, an alternative method may be arranged with compliance approval.

The time to receive a refund depends on the payment method and on your bank or payment provider. Card refunds usually take longer than e-wallet or cryptocurrency refunds. Cryptocurrency refunds are also subject to network confirmation times.

Refunds are issued in the currency of the original deposit. Any difference due to exchange rate fluctuations between the deposit date and refund date is borne by the client.

In cases where only a portion of the deposited funds is eligible for refund (e.g., partial duplicate charge), a partial refund will be issued for the eligible amount only.

If trading activity has occurred using the deposited funds, the refundable amount may be calculated as the deposited amount minus any realized trading losses, commissions, and other applicable charges.

Upon account closure, any remaining positive balance will be returned to the client via the original deposit method. A final statement will be provided showing all outstanding transactions.

Accounts with open positions must have all positions closed before a final balance withdrawal can be processed. We will notify you before closing an inactive account.

NXG Markets does not charge inactivity fees. Your account will not be charged for periods without trading. We will contact you before taking any action on a dormant account.

If you are dissatisfied with a refund decision, you may escalate the matter through our internal complaints procedure, described on our Complaints page, by emailing complaints@nxgmarkets.com.

Unresolved disputes may be referred to the Mwali International Services Authority (MISA) or the relevant authority in your jurisdiction.