Refund & Cancellation Policy

You may close your account at any time by asking us in writing at contact@northsec.co.uk or through the in-app chat. There is no closure fee. Once any pending transactions have settled, we return the remaining balance to a bank account or wallet in your own name, normally within 5 business days.

Consumers in the United Kingdom and the European Economic Area may withdraw from the account agreement within 14 days of opening the account without giving a reason and without penalty. Any account fee already charged for that period is refunded in full.

If a fee has been charged in error, or a service you paid for was not delivered, we refund it in full to the account it was taken from. Recurring account fees are refunded pro rata for the unused part of the month when you close the account. Refund requests should be raised within 60 days of the charge appearing on your statement.

A payment that has been executed cannot normally be cancelled. If you gave incorrect beneficiary details we will make reasonable efforts to recall the funds; a recall is not guaranteed and a third-party charge may apply. If a transfer is returned to us by the receiving bank, we credit the returned amount back to your balance, less any fee already incurred by the receiving institution.

Withdrawal requests are reviewed before execution. If a request is rejected, no funds leave your balance and no fee is charged.

Tell us as soon as you notice a transaction you did not authorise, and in any event within 13 months. Where a payment was unauthorised or incorrectly executed and you are not at fault, we refund the amount and restore your balance to the position it would have been in, without undue delay and normally by the end of the next business day after we complete our investigation.

Blockchain transfers are irreversible once confirmed by the network. We cannot refund or recall a digital asset transfer sent to an address you provided, so please check the address and network before confirming. Currency conversions are executed at the market rate at the time of the order and cannot be reversed because of a later rate movement.

Email contact@northsec.co.uk with your name, the account concerned, the transaction reference and what happened. We acknowledge requests within 1 business day and aim to resolve them within 10 business days. If we cannot agree, our Complaints Procedure explains the next steps.