Refund Policy

1. General Provisions

Investing by its nature involves risk and uncertainty. Our Refund Policy is designed with the specific nature of investment products and services in mind, which differ from ordinary consumer goods.

We recognize that situations may arise where customers are entitled to a refund of their funds, and we strive to process such requests fairly and promptly in accordance with applicable law and the terms of the specific investment product.

2. Conditions for Refunds

2.1. Cooling-Off Period

For most of our investment products, a "cooling-off period" of 14 calendar days from the date of entering into the investment agreement is provided. During this period, you have the right to cancel your investment and receive a full refund without providing a reason.

To exercise your right to cancel during the cooling-off period, you must notify us of your decision to cancel the contract in writing before the expiration of this period.

2.2. Technical Errors

A full refund may be provided in case of technical errors in payment processing, including, but not limited to:

• Double charging of funds
• Charging an incorrect amount
• Technical failures in the payment process

2.3. Service Discrepancy

If the investment services provided substantially differ from those stated in the product description or established in the investment agreement, you may be entitled to a full or partial refund. Such cases are considered individually, taking into account the specific circumstances.

2.4. Early Exit from Investment

For long-term investment products, there may be an option for early exit from the investment. The conditions and fees for early exit are determined by the specific investment product and are indicated in the investment agreement.

In most cases, fees apply for early exit from investments, which may range from 1% to 5% of the invested amount, depending on the time elapsed since the investment was made.

3. Refund Request Procedure

3.1. Submitting a Request

To initiate the refund process, you need to:

1. Complete the refund request form available on our website.
2. Provide necessary documents confirming your identity and payment:
• Copy of identification document (passport or driver's license)
• Payment confirmation (bank statement, transfer receipt)
• Investment agreement number or order number
3. Send the completed form and documents by email to refunds@investuk.com or through the feedback form on our website.

3.2. Request Review

After receiving your refund request:

1. We will confirm receipt of the request within 2 business days.
2. We will verify the provided information and circumstances of the request.
3. We will make a decision on the possibility of a refund in accordance with this Policy and the terms of the investment agreement.
4. We will notify you of the decision in writing.

4. Refund Processing Times

4.1. Request Review Times

The standard time for reviewing a refund request is:

• For refunds during the cooling-off period: up to 5 business days
• For refunds due to technical errors: up to 3 business days
• For refunds due to service discrepancy: up to 10 business days
• For early exit from investments: up to 15 business days

In complex cases requiring additional verification, the review period may be extended, of which you will be notified.

4.2. Refund Processing Times

After approving a refund request:

• Refund to bank card/account: within 5-15 business days, depending on your bank
• Refund using other payment methods: in accordance with the terms of the payment system, usually 3-10 business days

Please note that the actual time for funds to be credited to your account depends on the policies and procedures of your financial institution and may be beyond our control.

5. Refund Methods

Refunds are processed using the same method that was used for payment:

• If payment was made by bank card, funds will be returned to the same card.
• If payment was made by bank transfer, funds will be returned to the same bank account.
• If payment was made through electronic payment systems, funds will be returned to the corresponding account in that system.

In exceptional cases where a refund via the original payment method is not possible (e.g., the card has expired), we will coordinate an alternative refund method with you.

6. Exceptions to the Refund Policy

Refunds may not be possible or may be limited in the following cases:

6.1. Completed Investments

For investment products where the investment cycle has already been completed or funds have been fully distributed according to the investment agreement, a refund is not possible.

6.2. Fixed-Term Investments

For investment products with a fixed investment term, a refund before the end of the term may be limited or not possible, depending on the terms of the specific product. Substantial fees may apply for early exit from such investments.

6.3. Market Risks

Losses associated with market risks, market volatility, or changes in economic conditions are not grounds for a refund. Investments are subject to market fluctuations, and their value can both increase and decrease.

6.4. Breach of Agreement Terms

If a client has violated the terms of the investment agreement, including providing false information or failing to fulfill their obligations under the agreement, the right to a refund may be limited.

6.5. Expiration of Cooling-Off Period

After the expiration of the cooling-off period (14 calendar days), a refund is only possible under the conditions specified in the investment agreement or in accordance with applicable law.

7. Fees and Deductions for Refunds

7.1. Refunds During Cooling-Off Period

For refunds during the cooling-off period (14 calendar days), no fees are charged, except in cases where investment services have already been partially provided at your request. In such cases, a proportionate fee may be deducted for services actually provided.

7.2. Early Exit Fees

For early exit from an investment after the cooling-off period, the following fees may apply:

• Exit during the first year: up to 5% of the invested amount
• Exit during the second year: up to 3% of the invested amount
• Exit during the third year: up to 2% of the invested amount
• Exit after three years: up to 1% of the invested amount

Exact fees are specified in the investment agreement for each specific product.

7.3. Bank Fees

When processing refunds, fees may be charged by banks or payment systems. These fees are beyond our control and are not reimbursed by InvestUK.

8. Special Circumstances

8.1. Force Majeure

In case of force majeure circumstances such as natural disasters, terrorist acts, wars, economic crises, and other circumstances beyond our control, refund terms may be changed or suspended. In such cases, we will strive to minimize negative consequences for our clients and act in accordance with applicable law.

8.2. Regulatory Restrictions

In case of regulatory restrictions or changes in legislation that may affect the possibility of processing refunds, we will act in accordance with such changes and promptly inform our clients.

8.3. Death of an Investor

In case of the death of an investor, funds may be returned to legal heirs or executors of the will after providing appropriate legal documents confirming their rights.

9. Dispute Resolution

If you have disagreements regarding the decision on your refund request, we recommend first contacting our customer support service to discuss the situation. Most issues can be resolved through constructive dialogue.

If disagreements cannot be resolved directly, you can use the formal complaint procedure described in our Complaints Procedure.

In the event that dispute resolution is not possible through direct negotiations or internal complaints procedures, the dispute may be referred to the relevant regulatory authorities or court in accordance with UK legislation.

10. Changes to the Refund Policy

We reserve the right to make changes to this Refund Policy at any time. Changes take effect from the moment they are published on the website.

Substantial changes affecting the rights and obligations of our clients will be accompanied by appropriate notification. Such changes will not have retroactive effect and will not apply to investments made before the date the changes take effect.

We recommend periodically checking this page to stay informed about the latest changes to our Refund Policy.

11. Contact Information

If you have questions regarding refunds or need assistance with submitting a refund request, please contact us:

We strive to respond to all inquiries within 2 business days.