Refund & Cancellation Policy

1. Introduction

ZenGuard Markets Ltd is committed to treating all clients fairly and transparently in relation to refunds and cancellations. This Refund and Cancellation Policy sets out the circumstances under which refunds may be granted, the procedures for requesting refunds, and the terms governing the cancellation of our services.

This policy applies to all clients of ZenGuard Markets Ltd and should be read in conjunction with our Terms of Service and other applicable policies. By using our services, you acknowledge that you have read, understood, and agree to be bound by this policy. We reserve the right to amend this policy at any time, and material changes will be communicated to you in accordance with our Terms of Service.

2. Scope

This policy covers all services provided by ZenGuard Markets Ltd, including but not limited to CFD trading accounts, funded trading account evaluations, and any ancillary services. The policy applies to deposits, withdrawals, fees, charges, and the closure of accounts.

This policy does not affect your statutory rights as a consumer under applicable law. If you are a retail client in the United Kingdom or European Economic Area, you may have additional rights under the Consumer Rights Act 2015 or the Consumer Rights Directive that cannot be excluded or limited by this policy.

3. Cooling-Off Period

Retail clients who have not yet placed any trades may be entitled to a 14-day cooling-off period from the date of account opening, during which they may cancel their agreement with ZenGuard Markets Ltd and request a refund of any deposits made. This right applies only where you have not received any services that have been fully performed, and you have not requested the commencement of services during the cooling-off period.

If you have placed trades, received investment advice, or otherwise used our services during the cooling-off period, your right to cancel may be lost or limited. To exercise your cooling-off rights, you must notify us in writing within 14 days of account opening. We will process any eligible refund within 14 days of receiving your cancellation notice.

4. Refund Eligibility

ZenGuard Markets Ltd may grant refunds in the following circumstances: duplicate or erroneous deposits where we can verify that the same funds were deposited twice or in error, deposits made by mistake where the client can demonstrate that the deposit was not intended for their account, fees or charges applied in error where we have incorrectly charged your account, and any other circumstances where we determine, at our sole discretion, that a refund is appropriate and consistent with applicable law.

All refund requests must be submitted in writing to support@zenguardmarkets.com and must include your account number, the amount requested, the reason for the refund, and any supporting documentation. We will assess each request on its merits and respond within 10 business days. Refunds will be processed to the original payment method used for the deposit, where possible and in accordance with anti-money laundering requirements.

5. Non-Refundable Items

The following items are strictly non-refundable under any circumstances: trading losses incurred on your account, including losses resulting from market movements, margin calls, stop-outs, or the closure of positions; swap charges, overnight financing fees, and other costs of holding positions, as these represent the cost of the service provided; fees paid for funded account evaluations and challenges, as these are one-time fees for access to the evaluation process and are consumed upon commencement of the evaluation.

Additionally, commissions, spreads (to the extent they form part of our pricing), inactivity fees, and any other fees disclosed in our fee schedule are non-refundable once the relevant service has been provided. We do not refund losses arising from your trading decisions, technical issues on your side, or force majeure events.

6. Refund Process

To request a refund, you must submit a written request to ZenGuard Markets Ltd at support@zenguardmarkets.com. Your request must include your full name, account number, the specific amount or transaction you are requesting a refund for, a detailed explanation of the reason for the refund request, and any supporting documentation or evidence.

We will acknowledge your request within 2 business days and will conduct an investigation into the circumstances. We may request additional information or documentation from you to process your request. If your refund request is approved, we will process the refund in accordance with our standard procedures. If your request is declined, we will provide you with a written explanation of the reasons for our decision.

7. Processing Times

Approved refunds are typically processed within 5 to 10 business days from the date of approval. The actual time for funds to reach your account may vary depending on your payment provider or bank. Refunds to credit or debit cards may take 5 to 14 business days to appear on your statement, while bank transfers may take 3 to 7 business days.

ZenGuard Markets Ltd is not responsible for delays caused by third-party payment processors, banks, or other intermediaries. If you have not received your refund within the expected timeframe, please contact us and we will investigate. In cases of duplicate or erroneous deposits, we may expedite the refund process.

8. Cancellation of Services

You may cancel your agreement with ZenGuard Markets Ltd and close your account at any time by submitting a written request to support@zenguardmarkets.com. Before closing your account, you must close all open positions or we may close them at the prevailing market price. Any pending orders will be cancelled upon account closure.

We may suspend or terminate your account and our services in accordance with our Terms of Service, including in cases of suspected fraud, money laundering, violation of our terms, or regulatory requirements. In such cases, the provisions of this Refund and Cancellation Policy may not apply, and we reserve the right to withhold funds pending investigation or as required by law.

9. Account Closure and Remaining Balances

When you close your account, any positive balance remaining after the settlement of all open positions, fees, and charges will be returned to you. You must request a withdrawal of your remaining balance; we will not automatically transfer funds to you upon account closure. Withdrawal requests are subject to our standard withdrawal procedures and anti-money laundering verification.

If your account has a negative balance as a result of trading losses, you remain liable to ZenGuard Markets Ltd for that amount. We may pursue collection of any amounts owed through appropriate legal means. For retail clients in certain jurisdictions, we provide negative balance protection, which may limit your liability in certain circumstances as set out in our Terms of Service and Risk Disclosure.

10. Chargebacks

If you dispute a transaction with your bank or payment provider (a chargeback) without first contacting ZenGuard Markets Ltd to resolve the issue, we reserve the right to suspend your account immediately and to take appropriate action. Chargebacks are a serious matter and may be considered indicative of fraudulent activity.

We will provide your bank or payment provider with evidence of the transaction and your use of our services. If a chargeback is found in your favor, we may pursue the recovery of the disputed amount through legal means. Repeated or fraudulent chargebacks may result in the permanent closure of your account and reporting to relevant authorities. We strongly encourage you to contact us first if you have any concerns about a transaction.

11. Disputes

If you are dissatisfied with our decision regarding a refund request, you may escalate the matter through our complaints procedure. Full details of our complaints process are available in our Complaints Policy. We will investigate your complaint and provide a final response within 8 weeks.

If you remain dissatisfied after receiving our final response, you may refer your complaint to the Financial Ombudsman Service (if you are eligible) or another relevant dispute resolution body. Retail clients in the UK and EEA have the right to refer certain complaints to the Financial Ombudsman Service. Our final response will include information on how to do so.

12. Contact

For refund requests, cancellation of services, or any questions regarding this policy, please contact us:

ZenGuard Markets Ltd Client Support Email: support@zenguardmarkets.com Address: 1 Canada Square, Canary Wharf, London E14 5AB, United Kingdom

Our support team is available during business hours to assist you with any queries. For formal complaints, please follow the procedure set out in our Complaints Policy.