Withdrawal policy

The rules that apply when you take money out of your Aurora Finspire account. It should be read with the Deposit and withdrawal methods page, which it matches.

1. Introduction

This policy explains how withdrawals work and what we need from you. By requesting a withdrawal you confirm that you have read it and accept it. You may withdraw whenever you choose, subject to the checks described below.

2. Available withdrawal methods

You can withdraw by bank transfer (Faster Payments or BACS) to a UK account in your name, back to the Visa or Mastercard you used to deposit where your issuer allows it, or to the PayPal account you used. Methods are chosen when you request a withdrawal and normally mirror how the money came in.

3. Processing times

Once a request is approved, Faster Payments and PayPal withdrawals normally arrive within 24 hours, BACS in one to three business days and card refunds in one to five business days. Approval itself is usually quick, but it can take longer where extra checks are needed or where a request is made at a weekend or on a bank holiday.

4. Fees and costs

We charge nothing to withdraw. The exact amount you will receive is shown before you confirm the request. Your own bank or card provider may apply charges of its own, which we cannot see or control.

5. Limits

The minimum withdrawal is £20. A single request can be for up to £25,000, and larger sums are reviewed manually or split into several payments. Limits can be lower while an account is awaiting verification, and a partner bank or payment provider may impose limits of its own.

6. KYC and AML checks

Before your first withdrawal your identity and address must be verified, as explained in the KYC and AML policy. We may also ask about the source of funds where a request is large or unusual, which is a legal duty and not a judgement about you.

7. Reasons for delay or refusal

A withdrawal may be delayed or declined if the details do not match the verified account holder, if documents are missing or unreadable, if the destination account is not in your name, if we need to carry out extra security or compliance checks, or if the payment provider, a bank or a regulator prevents the transfer. We will tell you the reason wherever the law allows.

8. Your responsibilities

You must supply correct bank and payment details. A payment sent to the details you gave us cannot always be recalled, and we are not liable where an error in those details causes a loss. Please check them carefully before confirming.

9. Cancelling or changing a request

A request can be cancelled or changed while its status is still pending, from your dashboard or by contacting your manager. Once the payment has been released to the bank or provider it can no longer be altered.

10. Support

Questions about a withdrawal can be sent to [email protected] or put to your personal manager. We usually reply within one working hour during office hours.

11. Updates to this policy

We may update the policy when payment methods, laws or our procedures change. Updates take effect when published here, and requests made before then are processed under the version in force at the time.

A typical withdrawal, step by step

  1. You requestChoose the amount and method in your dashboard, and confirm with your two-factor code.
  2. We checkAutomatic checks compare the request with your verified details. Most pass in minutes.
  3. We approve and releaseThe payment goes to your bank, card issuer or wallet.
  4. It arrivesWithin the time shown for that method, and you are emailed when it is sent.

Tips to avoid delays

Withdraw to the same account or card you funded from, keep your verification up to date, and request early in the week when you need the money by a particular day, because weekends and bank holidays can add time at the bank. If you plan an unusually large withdrawal, mention it to your manager first so the compliance check can be done in advance.

Questions about a specific payment

When you contact us about a withdrawal, please include the date, amount, method and the reference shown in your dashboard. With those details the support desk can trace the payment with the bank or provider and tell you where it is.