Cancellation and Refund Policy — 24Five (Latin America and Brasil)
Terms and conditions for account cancellation, refund requests, and fund withdrawals.
1. Purpose and Scope
This policy applies to all 24Five clients in Latin America. Trading operations involve market risk and are non-refundable. Unused funds may be withdrawn following the procedures described below.
2. Account Cancellation
2.1 Cancellation by the Client
- No open trades or pending operations.
- KYC/AML verification must be complete.
- No outstanding financial obligations.
Request the closure of your account by emailing support@24five.com. Confirmation time: 5–10 business days.
2.2 Cancellation by 24Five
24Five may close accounts due to violations of terms, fraud, or lack of verification. Any net remaining balance will be settled according to applicable laws.
3. Refund Policy
3.1 Financial Operations
Executed trades are irreversible and do not qualify for refunds due to trading losses or market fluctuations.
3.2 Unused Deposits
Funds not used for trading can be withdrawn after verification of identity and funding source.
3.3 Errors or Incorrect Charges
Report any issue within 10 business days of the transaction. If confirmed, corrections will be made within 5–7 business days.
3.4 Bonuses and Promotions
Bonuses are non-refundable and subject to specific campaign conditions (e.g., minimum trading volume or holding period).
4. Procedure
- Submit your request through your user panel or by emailing support@24five.com.
- Account and KYC verification will be reviewed.
- Funds will be processed and transferred to the verified account holder.
5. Timelines
| Request Type | Estimated Time |
|---|---|
| Account Cancellation | 5–10 business days |
| Charge Review / Adjustments | 5–7 business days |
| Withdrawal Processing | 3–10 business days |
6. Restrictions
- Refunds are issued only to the verified account holder.
- Funds may be temporarily held in case of fraud suspicion or regulatory review.
- Clients in restricted countries may face additional documentation requirements or delays.
7. Limitation of Liability
24Five is not liable for market losses, bank delays, or third-party processing fees. Liability is limited to verified unused funds at the time of the request.
8. Contact
Include your client ID and proof of payment when opening a support ticket to speed up processing.