Withdrawal policy

1. Introduction

This policy sets out how withdrawals work on AvenQuant. It exists so that you know, before you deposit, how you can get your money back and what we need from you to do so. By requesting a withdrawal, you accept the terms described here.

You choose when to withdraw. A withdrawal request is not a complaint and is never treated as one, and you will not be pressured to stay invested.

2. Available methods

Withdrawals are available by PayPal, Visa, Mastercard and bank transfer to an Australian bank account. Where you funded your account with Apple Pay or Google Pay, the money is returned to the card behind that wallet. We do not send withdrawals to third parties, to cash, or to a wallet or account you have not verified.

As a rule, funds go back by the same route they arrived. If that is not possible, your manager will help you choose another method that is in your own name.

3. Processing times

Once a request is approved, PayPal withdrawals are usually available within 24 hours, cards take 1–5 business days and bank transfers 1–3 business days. The exact timing for each method is shown on the payment methods page.

These are typical times. Card issuers, banks and payment providers each apply their own processing, and business days do not include weekends or Australian public holidays.

4. Fees and costs

AvenQuant does not charge a fee to withdraw. Your bank, card issuer or payment provider may apply its own charges, and if your withdrawal involves currency conversion, the rate and any conversion cost are shown before you confirm. Nothing is deducted that has not been displayed to you first.

5. Withdrawal limits

Limits depend on the method and on your verification status. The minimum and maximum for each request are displayed on screen before you confirm, and they may differ between payment providers. If you want to withdraw more than a method allows in one request, we can split the amount across several requests or use a bank transfer.

We may also apply temporary limits where a security review is under way. If that happens we will tell you why, as far as the law allows.

6. KYC / AML checks

Australian law requires us to know who we are paying. Before your first withdrawal, and sometimes before later ones, we may ask you to complete identity verification or to confirm the source of your funds. The documents we use are described on the AML / KYC page.

Completing verification when you register, rather than when you first ask for money, is the single best way to avoid delay.

7. Reasons for delay or refusal

A withdrawal can be delayed or declined if the details you gave do not match your verified identity, if a document is unclear or out of date, if further checks are required by law, if the payment provider rejects the transfer or if there is a technical or regulatory reason we cannot process it.

We always try to tell you what is holding a request up and what would resolve it. If we must refuse a request, we explain the reason unless we are legally prevented from doing so.

8. Your responsibility

You are responsible for giving correct bank, card and wallet details, and for keeping them up to date. Please check every character before you confirm. We cannot guarantee that a payment sent to the wrong details can be recovered, although we will help you try.

9. Cancelling or changing a request

You can ask to cancel or amend a withdrawal request while it is still pending, by contacting your manager or support. Once a request has been approved and sent to the payment provider, it usually cannot be reversed, but we will tell you honestly what is possible.

10. Support

Questions about a withdrawal go to [email protected] or to your personal manager. During call centre hours we usually reply within one business hour. If you have not received a withdrawal within the time shown for your method, contact us and quote the date and amount.

11. Changes to this policy

We may update this policy, for example when a payment method is added or a legal requirement changes. The current version is always on this page and applies to requests made after it is published. If a change materially affects a pending request, we will contact you.