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1.1. This Refund Policy forms part of the Terms of Business of Finco Group (the "Company"). It explains when and how funds may be refunded. It should be read with the Client Agreement, the Regulations for Non-Trading Operations, and the AML & KYC Policy.
1.2. Because the Company provides trading in cash-settled CFDs, futures and DeFi-referenced derivatives, trading losses are not refundable. This Policy concerns the return of deposited funds and related payment matters, not the outcome of trades.
2.1. A Client may request the return of deposited funds that have not been used for trading. Where a deposit has been made and no trading or other transaction has taken place, the Client may request a refund by contacting support@viriora.com with the details in clause 7.
2.2. Refunds are made to the original payment method and to the Client who made the deposit, in line with AML rules. Where the original method is unavailable, an alternative may be agreed, subject to verification.
2.3. Refunds are processed within a reasonable time, typically [5–10] business days after verification, subject to the processing times of banks and payment providers. Third-party or payment-provider fees incurred may be deducted, and will be disclosed.
3.1. Requests to withdraw funds after trading activity are withdrawals, not refunds, and are handled under the Regulations for Non-Trading Operations.
4.1. If a Client believes a payment is incorrect or unauthorised, they should contact the Company first so the matter can be investigated and resolved promptly. The Company is committed to resolving legitimate payment issues fairly and cooperates fully with card schemes and payment providers.
4.2. Initiating or maintaining a chargeback, payment reversal, or dispute that is unjustified — including where it is used to reverse a legitimate deposit that has been applied to trading, or to recover trading losses rather than a genuine, demonstrable payment error — is a breach of the Terms of Business. Where a chargeback is unjustified, the Company may: (a) treat the disputed amount, together with any fees, fines, or costs reasonably incurred by the Company in responding to the chargeback (including card-scheme and payment-provider charges), as a debt owed by the Client and recover it; (b) suspend or restrict the account pending resolution; and (c) provide the card scheme, payment provider, and relevant authorities with information reasonably required to contest the chargeback.
4.3. Nothing in this Policy removes any right the Client has under card-scheme rules or applicable law to dispute a genuinely unauthorised or erroneous transaction.
5.1. Definition. "Abusive Trading" means specific trades that meet one or more of the following objective criteria:
the trade knowingly exploits a Manifest Error (as defined in [clause X of the Client Agreement]) in price, quote, or feed;
the trade is executed using latency arbitrage — i.e., systematically exploiting a measurable, demonstrable delay between the Company's pricing feed and the underlying reference market;
the trade exploits a demonstrable technical fault or malfunction in the Company's trading platform; or
the trade forms part of coordinated activity across multiple accounts (including accounts under common control or beneficial ownership) designed to exploit (a), (b), or (c).
For the avoidance of doubt, ordinary profitable trading — including trading based on skill, market view, news, or technical or fundamental analysis — is not Abusive Trading, regardless of the size, frequency, or consistency of profit.
5.2. Remedy. Where the Company reasonably determines, acting in good faith and on the basis of objective evidence, that specific trades meet the definition in 5.1, the Company may void or recalculate only those specific trades, to reflect the price, quote, or execution that would reasonably have applied absent the relevant conduct or error. The Company will not void, adjust, or recalculate any other trades in the account on the basis of this clause.
5.3. Process. Before voiding or recalculating trades under this clause, the Company will: (a) identify the specific trades affected; (b) apply a consistent recalculation methodology to similarly situated trades; and (c) notify the Client of the trades affected and the reasons, save where prevented by law or an ongoing investigation.
5.4. No general profit clawback. Nothing in this Policy permits the Company to cancel, confiscate, or reduce profits earned through legitimate, good-faith trading. Adjustment is limited strictly to the specific trades identified under clause 5.1.
6.1. Where the Company has reasonable grounds to suspect that funds or activity breach the AML & KYC Policy or applicable law, it may freeze the relevant funds, decline a deposit or withdrawal, or return funds to source, and may withhold action pending investigation. The Company will act proportionately and in good faith and will comply with any legal reporting obligations.
7.1. Send a request to support@viriora.com including: (1) full name; (2) account number; (3) country of residence; (4) account currency; (5) amount requested; and (6) original payment method. The Company may request additional verification.
8.1. The Company may decline a refund request where it detects fraud, abuse, or a breach of the Terms of Business, and will give the Client its reasons unless prevented by law or an ongoing investigation.
9.1. The Company may update this Policy in accordance with the amendment provisions of the Client Agreement (clause 18). Material changes will be notified to Clients; changes will not be applied retroactively to a refund request already submitted.
Finco Group · Regulated by KUNAISA, Licence No. FX0042026.