Accessing eligible funds
Withdrawal policy
This policy explains when a withdrawal can be processed, what checks may apply and how to raise a question about delay or rejection.
1. Scope
The policy applies to requests to transfer eligible available funds from an AvenQuant-linked account. Provider terms shown in your account also apply and prevail where legally required.
2. Available balance
Only cleared funds not committed to open positions, pending transactions, fees or legal restrictions can be withdrawn. A displayed total balance may therefore differ from the immediately available amount.
3. Identity verification
Required identity checks must be complete. Updated evidence may be requested after a material profile change, unusual request or expiry of a document.
4. Ownership of destination
Funds are ordinarily sent to a verified account held in the customer’s name. Third-party payments are not accepted merely for convenience.
5. Original payment method
Financial crime and card rules may require funds to be returned to the original payment source up to the deposited amount. Remaining eligible funds can then use an approved bank account.
6. Submitting a request
Use the authenticated account workflow and confirm amount and destination. Support does not need your password or one-time code to help with a request.
7. Review and approval
Checks can include balance availability, payment ownership, account security and source-of-funds information. A review is not evidence that a customer has acted improperly.
8. Processing times
Approved withdrawals generally require one to five business days, followed by any receiving-bank processing. Weekends, public holidays and incomplete information can extend the period.
9. Fees and conversion
Standard platform withdrawals are listed as free, but banks or intermediaries may charge. Currency conversion can change the amount received and the rate should be reviewed before confirmation.
10. Cancellation, rejection and restriction
A pending request may be cancelled only before processing reaches an irreversible stage. Requests may be rejected or restricted for insufficient available funds, unverified ownership, legal requirements or unresolved security concerns.
11. Questions and complaints
Contact [email protected] with the request date, amount and reference. If the explanation or outcome remains unsatisfactory, use the complaints process and consider AFCA eligibility.
No employee may require an additional deposit, tax payment to a personal account or remote device access as a condition of releasing legitimate eligible funds. Treat such a demand as suspected fraud.