The company may consider an exception in certain cases where it becomes necessary to refund payments made via credit card, provided that the client can substantiate the reason for such action. Clients are eligible to request a refund if the service was not provided or did not meet the description, or if the service received is not functioning properly. Refunds are only feasible in instances where the account was funded, but no trades were executed, and the refund is processed solely to the credit card used for the initial deposit.
To initiate the refund process, clients must submit a cancellation request via email to info@doverwealth.co.uk. This request should include, at minimum but not limited to, the following details:
- Full name of the client
- Residential address
- Contact email and phone number(s)
- Trading account number(s)
- Initial payment amount, date of payment, and payment method used (e.g., credit/debit cards)
- Payment identification number (if applicable)
- Reasons for the cancellation, subject to the specified conditions
All information provided in the cancellation request must match the details originally submitted with the initial payment.
The company will handle all received cancellation requests based on the following terms and conditions:
- All cancellation requests must be accompanied by genuine and acceptable reasons, described in detail by the client.
- Cancellation requests must be submitted within 7 days from the date of the initial payment. The company will notify the client if the cancellation request cannot be processed due to card scheme or payment institution rules.
- Cancellation requests will be processed within 2 business days, as stipulated in the Client Agreement for claims related to non-trading operations, or exceptionally longer if necessary. The company will inform the client if additional time is required.
- Cancellation requests will only be considered if the requested amount does not exceed the initial payment amount and the free margin of the trading account.
- Any charges deducted by the payment institution, as well as any losses or expenses incurred by the company due to adverse exchange rate fluctuations, will be deducted from the refund amount.