Refund and Cancellation Policy

Funding a trading account is not the purchase of a guaranteed-return product. A completed market transaction cannot be cancelled merely because its result was unfavourable, and trading profit or loss is not a refundable service charge.

This Policy covers requests to return an eligible unused balance, duplicate or mistaken payments, and charges shown to have been applied in error.

• an unused balance that is free from margin, holds, pending transactions and legal restrictions;
• a verified duplicate payment;
• a payment credited to the wrong profile because of a demonstrable processing error; or
• a fee that our review confirms was charged contrary to the published pricing applicable at the time.

Where possible, funds are returned to the original source and in the original currency. Conversion differences, bank fees, card-scheme charges, blockchain fees and payment-provider costs may be deducted where they were not caused by our error.

• realised or unrealised trading losses, missed opportunities or alleged expected profit;
• spreads, swaps, commissions or conversion costs correctly incurred;
• losses resulting from price movement, slippage, gaps, stop-out or a Client instruction;
• bonuses, reward points, XP, privileges or promotional value with no cash entitlement;
• amounts subject to chargeback, fraud, sanctions, AML, court, tax or regulatory review; and
• funds that belong to, or were supplied by, an unapproved third party.

Email partners@elibribroker.com from the address registered to the profile. State the profile or account number, payment reference, date, amount, currency, reason and requested destination. Attach proof of payment and any document requested to verify identity, ownership or source of funds.

We normally complete an initial review within five business days. Complex payment tracing, disputes, compliance checks or third-party processing may require longer. If approved, we aim to release the refund within 30 days; the receiving provider controls the final crediting time.

Do not file a chargeback while a refund request is being reviewed without first informing us. We may suspend the related profile, preserve evidence and contest an inaccurate or abusive chargeback.

A request may be declined, delayed or reduced where information is incomplete, the payment cannot be verified, a return would breach law or provider rules, the balance is unavailable, or there is evidence of fraud, abuse or breach of the Customer Terms.

Questions and refund requests: partners@elibribroker.com. This Policy does not limit a non-waivable right available under applicable law.