Arc-Fi Withdrawals, Fees, Refunds and Complaints Policy

1. Deposits

1.2 Deposits sent on an unsupported network may be unrecoverable. Confirm the network before sending.

2. Withdrawals

2.2 Where identity verification is outstanding, processing begins once verification is complete.

2.3 Withdrawals are paid only to a wallet controlled by the account holder. Arc-Fi does not pay third parties on a member’s instruction.

3. Fees

3.2 Network transaction fees, where charged separately, are itemised at the time of withdrawal.

4. Locked funds

4.1 Capital committed to a trade cycle is unavailable until that cycle ends.

4.2 Before funding a cycle, members are shown the lock duration, the release date, and whether early exit is available.

4.3 Early exit: [STATE THE POSITION, INCLUDING ANY CHARGE AND WHETHER PRINCIPAL IS RETURNED IN FULL].

5. Refunds and cancellation

5.3 Where a deposit is refunded under 5.2, any related affiliate commission is reversed.

6. Complaints

6.2 Arc-Fi handles complaints to the following timelines:

Stage

Deadline

Acknowledgment with reference number

2 business days

Substantive response

15 business days

Notice of extension, with reasons and a date

Before day 15

Final response with escalation options

35 business days

6.4 Arc-Fi maintains a complaints register recording the date received, category, amount in dispute, handler, outcome and resolution time. The register is reviewed monthly.

6.5 Where a complaint relates to an affiliate’s conduct, the affiliate’s material is reviewed under the Affiliate Marketing Policy.