Last Updated: August 19th, 2025
1. Introduction
This Refund Policy outlines the terms under which users may request refunds for services or funds on Crucial Markets. Our goal is to ensure transparency and maintain customer satisfaction.
2. Eligibility for Refunds
Refunds are applicable under specific conditions to ensure fairness and transparency. These include instances of incorrect charges, such as being mistakenly billed or encountering duplicate transactions. Refunds are also considered in cases where Crucial Markets fails to deliver the promised services or when technical errors impact transactions or account balances, resulting in discrepancies.
3. Non-Refundable Items
Certain items are non-refundable to maintain clarity and fairness in our policies. Subscription fees for premium accounts or services are not eligible for refunds. Similarly, transaction fees incurred during deposits, withdrawals, or trades are non-refundable. Additionally, funds used for trading or once trading privileges have been activated are also excluded from refunds.
4. How to Request a Refund
To request a refund, log in to your account and navigate to the Support Center. Submit a Refund Request Form, providing essential details such as the transaction ID, the reason for the refund, and any supporting documents if applicable. Once submitted, our team will review your request within 7 business days to ensure a prompt resolution.
5. Processing Time
Once a refund is approved, it will be processed within 7-14 business days. The refunded amount will be credited back to the original payment method used for the transaction.
6. Contact Us
For any questions or assistance regarding refunds, our support team is here to help. You can reach us via email at service@crucialmarkets.com, or through our live chat feature available in the Support section of the website. We are committed to addressing your concerns promptly and ensuring a seamless experience.
