Refund & Withdrawal Policy
This Refund & Withdrawal Policy explains when money can be returned to you, how deposits and withdrawals are handled, and what is and is not refundable. It works together with the Withdrawal Policy (which covers the mechanics of paying money to your bank), the Terms of Service, the AML & Fraud Policy and the Risk Disclosure.
1. Overview
- Money you have deposited but not invested sits in your Wallet and can be withdrawn to your bank at any time, subject to the Withdrawal Policy. This is a withdrawal, not a refund.
- Money you have invested in a Farm Project is committed for that project's term and is not refundable on demand.
- Genuine deposit errors, failed transactions and amounts taken in error are corrected as set out below.
2. Deposits and top-ups
A successful deposit is credited to your Wallet once cleared funds are confirmed. If money has left your bank or card but your Wallet has not been credited within a reasonable time, contact us with the payment reference and we will trace it with our payment partner. Where a deposit genuinely failed, was duplicated, or was charged in error, we will refund it to the original payment method where possible, or credit it to your Wallet.
3. Uninvested Wallet balance
You can withdraw your available (uninvested, cleared) Wallet balance at any time. The process, verification, limits, timing and fees are set out in the Withdrawal Policy.
4. Invested funds are not refundable on demand
When you buy Shares in a Farm Project, your capital is committed for the project term. There is no change-of-mind or cooling-off refund on a completed investment unless the law requires it or FarmX agrees in writing. You can only realise an investment by the means that project allows, and the amount you receive depends on the project's performance up to that point. It may be less than the amount you invested, and it can be zero. Please read the Risk Disclosure before you invest.
5. Purchases that do not complete
If a Share purchase is started but does not complete — for example because of a system error or because the project sold out — any amount debited from your Wallet for that purchase is returned to your Wallet.
6. Errors and unauthorised transactions
Check your transaction history regularly. If you see a transaction you did not make or believe is wrong, tell us as soon as possible through the Contact page or a support ticket, with the reference. We will investigate. Genuine processing errors by FarmX are corrected. Transactions authorised with your password and Transaction PIN are treated as made by you; if you have shared your credentials or PIN, or failed to keep them secure, the resulting transactions are your responsibility, except to the extent the law provides otherwise. Suspected fraud is handled under the AML & Fraud Policy.
7. Chargebacks and payment disputes
If you have a problem with a deposit or investment, raise it with us first. Starting a chargeback or payment dispute with your bank or card issuer for a genuine, authorised deposit or investment is a breach of the Terms of Service. We may suspend your account, reverse related Returns and commissions, and take steps to recover the disputed amount and any costs.
8. Referral commissions
Commissions are paid only on genuine investment activity by real, verified accounts. A commission is reversible if the transaction it was based on is reversed or refunded, if the referred activity is found to be fraudulent, or if the earning account breaches our policies.
9. Fees
Fees for a service that has already been provided — for example a completed withdrawal or a completed profit transfer — are generally non-refundable. Where a fee was charged in error, we will refund it.
10. Currency and third-party charges
Refunds are made in Nigerian Naira. We are not responsible for charges applied by your bank or card issuer, or for differences arising from their handling of a refund.
11. How to make a claim
Send your claim through the Contact page or a support ticket. Include your account email, the transaction reference(s), the amount, the date, and a short description of what happened. We aim to acknowledge claims quickly and to resolve them within a reasonable time, which may be longer where a payment partner or bank is involved.
12. Changes
We may update this policy. The current version, with its last-updated date, is always on the Platform.
13. Contact
Use the Contact page or a support ticket for any refund or withdrawal question.