Official terms and procedures for withdrawal requests and refund processing

Exnova Refund and Withdrawal Policy

This policy sets out the terms and procedures that apply to withdrawal requests and refund processing for clients of Exnova. All clients are required to comply with the provisions below when requesting withdrawal of funds or seeking a refund.

1. Scope and Application

This policy applies to all clients who maintain trading accounts with Exnova and wish to withdraw funds or request refunds. By opening an account and depositing funds, the client agrees to be bound by this policy together with the applicable Terms and Conditions.

2. Withdrawal Requests

2.1. Eligibility Requirements

A client may submit a withdrawal request only if all of the following conditions are met:

The trading account is fully verified in accordance with the Verification Policy.
There are no outstanding debts or other obligations on the account.
All applicable trading volume requirements have been met where deposit bonuses have been accepted.
The selected withdrawal method is supported for the client’s jurisdiction and currency.

2.2. Minimum Withdrawal Amounts

Minimum withdrawal thresholds apply as follows:

USD: 2
EUR: 15
GBP: 13
INR: 170
IDR: 30,000
PHP: 120

Withdrawal requests below these thresholds are not processed.

2.3. Processing Times

Withdrawal requests are subject to verification and are processed within 1-3 business days from the date of submission. Where additional account verification is required, verification typically takes 1-2 business days. The time required for the client to receive funds depends on the payment provider and may extend beyond the platform’s processing period.

2.4. Withdrawal Fees

A flat fee of 2% applies to all withdrawal requests. Each client is entitled to one fee-free withdrawal per calendar month. Any additional withdrawals within the same calendar month are subject to the standard fee.

2.5. Cancellation of Pending Requests

A client may cancel a pending withdrawal request at any time before processing is completed. Once a withdrawal has been processed and funds have been transferred to the payment provider, cancellation is no longer possible.

3. Supported Withdrawal Methods

Withdrawals are processed through the following methods, subject to availability in the client’s jurisdiction:

Bank transfer
Visa/Mastercard
Cryptocurrency: Bitcoin (BTC), Ethereum (ETH), Binance Coin (BNB), Cardano (ADA), Litecoin (LTC), Ripple (XRP), Tether (USDT)

Where feasible, funds must be withdrawn to the same payment method that was used for the initial deposit. Use of an alternative withdrawal method may be permitted at the discretion of the company and may require additional verification.

4. Refund Policy

4.1. Grounds for Refund

Refunds are issued exclusively in the following circumstances:

Duplicate or erroneous deposits made by the client.
Technical errors that result in incorrect crediting of funds.
Deposits made after account closure or suspension.

Refunds are not issued in relation to:

Trading losses.
Voluntary deposits where trading activity has already commenced.
Deposits where bonus terms have been partially fulfilled.

4.2. Refund Processing

Refund requests must be submitted to complaints@exnova.com and must include full transaction details, including date, amount, and payment reference. Receipt of the request is acknowledged and a response is provided within 3 months. Approved refunds are returned to the original payment method used for the deposit.

5. Restrictions and Conditions

Where a client has accepted deposit bonuses, withdrawal of deposited funds is restricted until:

The required trading volume has been fully completed, or
The client has cancelled the applicable bonus.

Failure to meet these conditions results in forfeiture of the bonus and any profits associated with that bonus.

5.2. Non-Trading Withdrawals

If a client withdraws more than 80% of the deposited funds without executing trades, additional fees or restrictions may be applied. This measure is intended to prevent use of the platform as a payment processing service.

5.3. Maximum Withdrawal Limits

The maximum withdrawal amount per request is limited to the available account balance. No additional upper withdrawal limits are imposed by Exnova, although payment providers may apply their own limits or restrictions.

6. Verification and Compliance

All withdrawal and refund requests are subject to identity verification and anti-money laundering checks. For these purposes, the client may be required to provide:

Government-issued identification.
Proof of residential address.
Proof of ownership of the payment method used.

If the requested documentation is not provided, processing of withdrawals or refunds is suspended until all compliance requirements are satisfied.

7. Complaints and Disputes

Clients who wish to dispute a withdrawal decision or the outcome of a refund request may submit a formal complaint to complaints@exnova.com. Receipt of the complaint is acknowledged and a substantive response is provided within 3 months. Complaints must contain:

Account details.
Relevant transaction reference.
Description of the issue.
Supporting documentation, where applicable.

8. Amendments

The company reserves the right to amend this policy at any time. Any changes take effect immediately upon publication on the website at exnova.com/en/terms/withdrawal-policy/. Continued use of the services after such publication constitutes acceptance of the amended policy.

9. Contact

For questions relating to this policy, contact the support section on the website or send an email to complaints@exnova.com.

This policy is effective as of the date of publication and supersedes all previous versions.