User Guide

This User Guide ("Guide") governs the Client Agreement ("Agreement") between the Company and the Client and all actions related to the execution of the Client's instructions. The Company will deal with Clients on an execution-only basis. The Company will not provide Clients with any advice regarding the merits of entering into the Client Agreement or entering into any transaction ("Transaction" or "Deal" means the purchase/sale of a financial asset and/or commodity taking into account the quantity or set price, or the purchase/sale or exchange of one currency for another on a specific day and time).

This User Guide defines:

principles of opening/closing positions and placing/modifying/deleting/executing orders;
actions of the Company in relation to the Client's open positions if the margin level of the trading account is insufficient to support open positions;
dispute resolution procedure and methods of communication between the Client and the Company.

This User Guide and the Client Agreement govern all Client transactions and must be carefully read by the Client.

DESCRIPTION OF SERVICES

1. The services provided by the Company under the Agreement and this User Guide shall consist solely of execution services and/or other services that may be specifically agreed in writing between the Company and the Client.

2. The Company's obligations are subject to any limits or restrictions that the Company may agree in writing, as well as any legislative, regulatory, legal or market requirements.

3. The Company and the Client may enter into written contracts, including any financial instruments related thereto, or any agreements that the Company may enter into to fulfill its obligations under such contracts ("Contracts"), including, in respect of the following financial instruments:

futures;
contracts for difference ("CFD");
foreign exchange;
certain commodities identified by the Company;
such other investments as the Company may decide to offer.

4. The Company reserves the right, at its discretion (but is not obliged), to restrict or prohibit the Client from using or accessing certain Contracts.

5. The Client agrees that the Contracts may include financial instruments that are not traded on any stock or investment exchange.

6. The Client consents to the Company doing all that is necessary or appropriate in its discretion to provide the services and to comply with any applicable laws and/or regulations.

7. The Company shall not be liable for providing any tax or legal advice in relation to the services provided.

8. The Company shall have no obligations and shall bear no liability to any other person (third party) for whom the Client may act as an intermediary or fiduciary agent (regardless of whether the existence or identity of such person has been disclosed to the Company), and the Client's obligations to the Company shall not be diminished in any way by reason of such actions on the part of the Client.

9. The Company shall not be obliged (or shall not be liable for breach of the Agreement) to execute and/or effect any transactions, or to do anything else, which in the Company's opinion would violate any law or regulation.

TRADING PROCESS

1. The Client must be fully aware of the nature of trading financial instruments, including terminology and relevant procedures. Trading financial instruments carries a high level of risk. Although gearing and leverage allow Clients to place a small deposit to start trading, this can result in significant losses (which will be fully borne by the Client) or large profits. The Client is responsible for ensuring full awareness and assessment of the risks.

2. Execution of Client orders and requests

Execution of Client orders and requests is carried out using the MetaTrader4 platform as follows:

The Client forms an instruction in the form of a request in the standard order entry window of the Client terminal.
The Client terminal automatically checks the correctness of the request submitted by the Client. This check takes into account the type of request and the current quote level of the selected instrument available in the Client terminal. If the check is successful, the request is sent to the server.
If there is an active internet connection between the Client terminal and the server when sending the request, the server receives this request and a re-check of the accuracy of the request is performed depending on the type of request and the current quote level of the selected instrument available on the server.
If the re-check is successful, the Client is informed via the "Order" window that the request has been accepted for processing, and all such orders are placed in a queue in the order they were received by the server.
Submitted Client requests are accepted and processed automatically, except those that the dealer selects for manual processing. The Client will receive a notification "Order in processing" when his request is selected by the dealer for processing. The dealer has the right to select any request available in the queue without regard to the order of submitted requests.
Confirmation of execution of the Client's request by the dealer is sent to the server and the Client terminal, and an entry is made in the server log.
If there is an active internet connection, confirmation of a successfully executed request is available in the "Order" window.

3. Cancellation of Client Request

The Client has the right to cancel a request that has been sent to the server only if the request status is “Order accepted”. If the request status is “Order in processing”, the Client cannot cancel this request.

4. Cancellation of Client Request by the Company

The Company has the right to reject any Client request in any of the following cases:

Unstable market situation at the time of receiving the request for processing;
The Client submitted a request before the first quote of the current market session;
The Client sent a request with an incorrect quote;
No liquidity for the requested price level;
During the period of time required to send the request and accept it for processing by the server, a price gap occurred up or down, making it impossible to execute the request at the price level specified by the Client;
Execution of the Client's request is impossible due to a technical failure of the software;
Client requests and actual trading operations exceed reasonable proportions;
The market has reached the price limit set for the selected financial instrument or stock on the exchange, or any other restrictions have been set by the market;
The Client submitted a request regarding a position that is in the Stop Loss or Take Profit processing queue;
The Client sent a request regarding a pending order that is in the processing queue or is already being processed;
The difference between the price selected in the request and the market price is less than the permissible level for pending orders (Limit / Stop Level) in accordance with the specifications of the selected instruments;
The Client submitted a request to open a pending order that is not allowed due to a change in the market price of the selected instrument;
If the Company, due to the market situation, is unable to determine the price of the financial instrument;
In the event of extremely high price fluctuations of the underlying instruments;
Immediately before the release of important economic news or due to important political or social events;
In the event of force majeure.

The Dealer has the right to reject the Client's order to execute a pending order of the type buy limit, sell limit, buy stop, sell stop, take profit, stop loss in the cases listed in clause 4 (Cancellation of Client Request by the Company). In these cases, the corresponding entry in the server log file is not saved, while the pending orders remain active and may be executed upon the next crossing of price levels.

5. Other Conditions

The Company, at its discretion, has the right to change the Client's account type in accordance with its own risk management rules. In this case, the Company will endeavor to notify the Client of the changes being made by all available means of communication.

The Company has the right at any time without prior notice to switch the trading instrument(s) to “close only” mode. The Client acknowledges that in any case, no claims will be accepted from the Client regarding the impossibility to perform any trading actions as a result of the restricted trading mode.

In the event of a large flow of messages to the trading server (incorrect commands to open orders, a large number of order modifications, any other non-trading commands that cause load on the trading server), the Company has the right to block the Client's trading account without prior notice. In this case, the Company will endeavor to notify the Client of the changes being made by all available means of communication.

The processing time of orders depends on the quality of communication between the trading platform and the server, as well as on market conditions. Under normal market conditions, the processing time of a Client's order is usually up to 1 second. Under market conditions other than normal, the processing time may increase to 10 seconds, sometimes more. In this case, each Client order placed in the processing queue has a finite waiting time (3 minutes). If during this time the order has not been transmitted to the Dealer, it is automatically removed from the queue as having lost relevance.

OPENING AND CLOSING OF CLIENT POSITION

1. When the Client submits a request to open a position, the provided instructions must specify:

Financial instrument;
Lot volume.

2. When the Client sends a request and it is accepted by the server, an automatic check is performed to ensure that the Client's account has sufficient funds to meet the margin requirements set by the Company. During this check, it is determined whether the free margin level is sufficient to open the requested position:

If after the check it is determined that the Client's free margin level is not lower than the limit set by the Company, the check is considered successful and a new position is opened on the Client's account. The Client will receive confirmation of the position opening in the “Order” window.
If after the check it is determined that opening a new position would lead to a decrease in the Client's free margin level below the limit set by the Company, the check is considered unsuccessful and a corresponding comment is displayed in the comments section of the submitted request.

3. A request to open a position is considered executed, and the position is considered opened, as soon as the corresponding entry is made and displayed in the server log file.

4. When the Client wishes to close a position, he must select the corresponding position from the “Trade” list, specify the transaction volume, and send a “Close” request.

The Client's request to close a position may be executed at a price different from the quote that the Client provided via the Client Terminal in the following cases:

If the current quote has changed during the time required to send and process the close request;
If the last quote provided to the Client in the Client Terminal is intended for a smaller transaction volume than the volume specified in the Client's request.

In each specific case, the Client's request is executed at the best possible price provided by the Company's liquidity providers.

5. A request to close a position is deemed executed and the position is deemed closed as soon as the corresponding entry is made and displayed in the server log file.

6. The Company may reject a request to close a position if the request is made when Take Profit or Stop Loss for that position is already in the execution queue.

7. Requotes

If the price of an instrument changes during the period required to execute the Client's request to close or open a position, the Company has the right, but not the obligation, to provide the Client with a new quote for executing the request. The new quote is displayed in a new "Requote" window. If the Client agrees with this offer, the "OK" button must be pressed within 3 seconds. If the Client does not press this button within 3 seconds, the validity of this quote expires.

Since quotes may change, any displayed quote may not be valid for the entire 3 seconds, and the "Requote" window may be displayed again for the Client. Upon expiration of the quote, the Client's order cannot enter the market at the initially requested quote.

8. Closing of Hedged Positions

If the Client's account has two or more hedged positions, when selecting one of these positions in the trading list, a new option will appear in the order window, accessible via the "Multiple close by" and "Close by" option list. Positions closed by these options are displayed with the comment "close hedge #XXXXX" in the "Account History" list.

9. Closing of Hedged Positions Using the "Close by" Option

After selecting the "Close by" option, a list of hedged positions appears in the "Order" window. By selecting one hedged position and clicking "Close #XXXX by #XXXX", the Client sends a request to simultaneously close two hedged positions at the current market price. If the two positions have different sizes, the smaller one will be fully closed, and the other will be closed with the same size as the first. The remaining position stays open and receives a new ticket. Partially closed positions of this kind receive the comment "Partial close" in the "Account History" list.

10. Closing of Hedged Positions Using the "Multiple close by" Option

After selecting the "Multiple close by" option, a list of hedged positions appears in the "Order" window. By clicking "Multiple close by", the Client sends a request to simultaneously close all positions of the same size at the current market price. If positions have different sizes, those that are smaller will be fully closed, and the rest will be closed with the same size as the first. The remaining positions stay open and receive a new ticket. Partially closed positions of this kind receive the comment "Partial close" in the "Account History" list.

ORDERS

1. When the Client wishes to open a position, it is executed using the following pending orders:

Buy Limit;
Sell Limit;
Buy Stop;
Sell Stop.

2. When the Client wishes to close a position, it is executed through the following orders:

Stop Loss;
Take Profit.

3. The Client has the right to submit requests to open, modify, and delete an order only during the open trading session of the corresponding instrument.

4. When sending a request to place a pending order, the provided instructions must specify:

Financial instrument;
Transaction size;
Order type (Buy Stop, Buy Limit, Sell Stop or Sell Limit);
Order price.

The request may be rejected if any of the specified parameters are not indicated or conflict with the order type and/or the current market price. In such case, the Client will receive an error message 'Invalid S/L or T/P' via the Client Terminal.

5. Stop Loss and Take Profit orders may be:

Placed for a position that is already open or placed simultaneously when opening a position;
Placed for a pending order that is already open or placed simultaneously when opening a pending order;
Modified for an open position or an open pending order;
Removed from an open position or an open pending order.

When the Client sends a request to place Stop Loss and Take Profit, the following must be specified:

Ticket of the open position;
Stop Loss level;
Take Profit level.

The request is accepted and queued for processing only if the price levels set for Stop Loss and Take Profit by the Client do not conflict with the order type and the current market price. In all other cases, the platform will not allow the request to be submitted.

The Client may submit a request to modify previously placed Stop Loss or Take Profit orders. This is performed in the same manner as a request to place these orders.

The Client may send a request to delete previously placed Stop Loss or Take Profit orders. This is performed in the same manner as a request to place these orders.

6. Cancellation and modification of pending orders

If the Client wishes to submit a request to cancel a pending order, he must select the specific order in the available list of deals, and then select the 'Delete' option.

If the Client wishes to submit a request to modify a pending order, he must select the specific order in the available list of deals, select a new price for the order in the corresponding 'Price' field, and then confirm the modification request. The request is accepted for execution only if the new selected price does not conflict with the order type, the current market price, and the Limit/Stop level. In all other cases, the platform will not allow the request to be submitted.

7. Procedure for submitting requests to place, cancel, and modify an order.

When a request to place a pending order is accepted and confirmed by the server, the order is assigned a ticket. It is displayed to the Client and recorded in the server log.

When a request to delete a pending order is accepted and confirmed by the server, the specified order is removed from the list of deals in the Client Terminal. A message is recorded in the server log, displayed in the Client's account history list, and marked as 'Cancelled'.

When a request to modify Stop Loss and/or Take Profit is accepted and confirmed by the server, the order is considered modified, and the new S/L and T/P levels are displayed in the list of deals in the Client Terminal. A message is recorded in the server log and displayed to the Client in the 'Order' window.

8. Order execution procedure

When an order is in the processing queue, it may be executed in the following cases:

The current market Bid price of the instrument relating to the Stop Loss of an open position or a pending Sell Stop order is equal to or lower than the price set by the Client;
The current market Ask price of the instrument relating to the Stop Loss of an open Sell position or a pending Buy Stop order is equal to or higher than the price set by the Client;
The current market Bid price of the instrument relating to the Take Profit of an open Buy position or a pending Sell Limit order is equal to or higher than the price set by the Client;
The current market Ask price of the instrument relating to the Take Profit of an open Sell position or a pending Buy Limit order is equal to or lower than the price set by the Client.

9. Pending order execution procedure

When a pending order is placed in the execution queue, the server performs an automatic check to determine whether the Client's current free margin is sufficient to open the position. The margin requirement for opening a new position under a pending order is added to the total margin requirement of already open positions.

If after the verification it is determined that the Free Margin parameter is not below the established limit, the verification is considered successful and a new position is opened on the Client's account. The required margin is then reserved from the Client's account to maintain the position. The transaction is recorded in the server log and the Client is informed via the Client Terminal.

If after the verification it is determined that opening a new position would cause the Client's Free Margin level to fall below the limit set by the Company, the verification is considered unsuccessful and the pending order is removed from the list of active orders. The Client will be informed via the displayed message "Insufficient funds" in the Client Terminal.

Activation of Buy Stop, Sell Stop and Stop Loss orders on accounts in Market Execution mode occurs at the market price, except for market conditions recognized by the Company and the Client as force majeure.

Activation of Buy Limit, Sell Limit and Take Profit orders on accounts in Market Execution mode occurs at the market price, except for market conditions recognized by the Company and the Client as force majeure. However, these types of orders cannot be executed worse than the stated price, thus execution of such orders may occur partially until the stated volume is fully executed from the order book.

In the event of a price gap, all orders with activation prices within the gap, including pending orders and SL/TP, will be activated at the first available quotes after the price gap. The Client agrees that in case of high market volatility, the order processing time may be increased, thus the Company does not guarantee instant execution and the order may be executed after a few seconds in the order queue.

In case of insufficient liquidity at the order level, the Company may execute Buy Stop, Buy Limit, Sell Stop, Sell Limit, Take Profit and Stop Loss orders at the current available price at the time of order execution. The Client agrees that the execution price may differ from the order level.

10. An order is considered executed when the corresponding entry is made in the server log file.

11. Execution of Orders

The Client acknowledges and accepts that execution of an order at the price set by the Client is possible only under normal market conditions and in the absence of price gaps in the market at the opening and/or during the quote flow. The Client accepts and agrees that the execution price may differ from the order level.

In the event of price gaps or rapid price changes, the Company is not obliged to execute the Client's orders at prices other than market prices. The Company is entitled to execute any Client order at the set price under any market conditions, if this does not contradict the Client's order.

12. Execution of Sell Limit, Buy Limit and Take Profit Orders

Sell Limit, Buy Limit and Take Profit orders may be executed at the set prices if the current market price indicated by the server at the time the order enters the processing queue corresponds to the market conditions determined by the type and price level of the order.

13. Order Execution Sequence

When several Client orders enter the processing queue, Buy Stop, Sell Stop and Stop Loss orders must be executed first, and only then Sell Limit, Buy Limit and Take Profit orders may be executed. The Company reserves the right to decide on the order execution sequence at its own discretion.

14. Order Duration

Pending orders set for instruments that trade 24 hours a day have GTC (Good Till Cancelled) status – these orders are considered active until they are executed or cancelled by the Client.

Pending orders set for instruments that trade in sessions of less than 24 hours a day have "Day Order" status and may be removed by the Company at the end of the trading session.

Stop Loss and Take Profit orders have GTC status and have unlimited duration.

15. Scalping

In scalping, Stop Loss, Take Profit and pending (Stop and Limit) orders are placed at a distance of at least 50 points from the current price, and most positions must be open for at least a few minutes.

16. In the event of detection of trading operations at prices differing from market prices as a result of software failure, as well as in the event of detection of any operations related to attempts to hack the trading terminal and/or trading server and obtaining unjustified benefit from such actions, as well as in other cases where there are sufficient grounds to assume that the Client is attempting to unlawfully use the software provided by the Company and/or in the event of abuse or unfair use of funds received, including under the bonus program, loss compensation program, commission compensation program and other marketing programs, the Company reserves the right to apply various sanctions, up to and including writing off illegally obtained profits and closing the Client's trading account. The Client acknowledges that in any case, claims regarding the inability to manage a position during the Company's review of this disputed situation and taking measures to resolve it will not be accepted. The Client acknowledges that the Company is not obliged to additionally notify the Client that the disputed situation has been resolved and the order has been executed, and the Client assumes responsibility for all risks associated therewith. In the event of detection of such a situation, as well as in the event of violation of the Trading Operations Regulations, the Company shall withhold an administrative fee of 10% of the total amount of all client deposits.

CLOSING OF CLIENT POSITIONS

1. The Company has the right, at its discretion, to close the Client's open positions without the Client's consent or any prior notice if:

The Client's account has the minimum margin level specified by the Company for this type of Client account;
Any dispute arises regarding any Client order;
The Client fails to fulfill its obligations to the Company;
The Client is declared insolvent or declares bankruptcy;
The Client Agreement has been terminated;
The Company considers it necessary or expedient to close the Client's position in order to protect itself or prevent a possible violation of any applicable regulations or generally accepted market standards.

2. The Company has the right, but not the obligation, at any time without any prior notice or margin call to the Client to close all or any part of the Client's positions on any of the Client's accounts held with the Company and on any market that the Company deems necessary. The Company shall not be liable to the Client in respect of the closing of an order, even if the Client reopens its position at a less favorable price.

3. The Client waives any rights to receive or demand prior notice from the Company and agrees that any prior notice, declaration or demand shall not be deemed a waiver of the Company's right to close any of the Client's positions. The Client understands and agrees that in the event the Company closes positions, the Client has no right or ability to determine the order or method of closing. In the event that the Company executes an order for which the Client did not have sufficient funds, the Company has the right, without any prior notice to the Client, to close the trade and the Client is liable for any losses resulting from such closure, including any expenses, and has no right to any profit obtained as a result of such closure.

4. The Client accepts and agrees that the Company deducts overnight adjustments, commissions and other fees from the Client's accounts held with the Company, and that such actions may affect the amount of funds in the Client's accounts required to meet margin requirements. In the event that the deduction of commissions, fees or other charges results in the Client's account having insufficient funds to meet margin requirements, the Company has the right to close the Client's positions as described in these Terms.

5. If the Company sends the Client a margin call by email or any other means, the Client must immediately comply with that requirement. The Client agrees to monitor email and internal messages and satisfy any margin call made by the Company by immediately crediting funds to the Client's account to fully pay for the under-margined position. Notwithstanding the situation described herein, the Client acknowledges that the Company, at its sole discretion, has the right to close the Client's positions at any time.

6. The Company has the right to forcibly close the Client's open positions without the Client's consent and any prior notice if the ratio of Equity to margin on the trading account falls below the Stop Out level.

When the Stop Out level is breached, the most unprofitable positions will be closed one by one at the market price until the equity level rises above the set Stop Out level. The Client agrees that the execution price may differ from the quote at which the Stop Out order was generated.

If the forced closure results in a negative balance on the trading account, the Client bears full responsibility for this loss and undertakes to immediately pay the full amount of the loss.

In the event of delisting of a tradable financial instrument and after publication of the relevant news on the website, the Company has the right, without the Client's consent, to cancel all pending orders for the delisted financial instrument and close any existing open positions of the Client, with subsequent notification thereof.

7. The Company has the right to suspend servicing of the Client's trading account and charge an inactivity fee of 50 (fifty) US dollars per month if more than 60 (sixty) days have passed since any transaction was made on all of the Client's trading accounts opened with the Company.

COMMUNICATION

1. The following tools may be used for communication between the Company and the Client:

Email;
Telephone.

The Client agrees to provide truthful and accurate contact details when opening a trading account, which will be used by the Company to communicate with the Client, and the Client also agrees to receive any notice or message from the Company.

2. The Client is obliged to immediately notify the Company of any changes in the Client's contact details.

3. All transactions will be confirmed by email on the next business day after the execution day.

PROVISIONS CONCERNING THE CLIENT'S ACCOUNT HISTORY

All positions, orders and balance operations will be assigned a unique identification code – a "ticket", which is displayed in all related server log files and Client log files.

OVERNIGHT PAYMENTS AND CHARGES

Open positions are subject to overnight adjustments at 23:59 according to the trading platform time zone.

Positions are rolled over to the next day by debiting or crediting the Client's trading account with an amount determined according to the instrument specification. From Wednesday to Thursday, swap is charged in triple amount, for three calendar days between Friday (settlement date for trades concluded on Wednesday) and Monday (settlement date for trades concluded on Thursday). For some financial instruments, triple swap may be applied on other days. If these days coincide with public holidays in the country of origin of a currency included in the pair, the swap operation may be carried out on a different day of the week and cover a larger number of days. The Company reserves the right to change the value of swaps for current/newly opened positions from the day following the change.

SWAP FREE SERVICE

The Swap free service is provided to clients upon request through a manager. The service is provided exclusively for those clients who use short-term or medium-term trading strategies. The Client undertakes not to abuse the service by intentionally using a long-term trading strategy.

If the Client's trading strategy shows signs of long-term trading and/or the Client predominantly trades instruments for which a significant swap amount should be charged, the Company reserves the right, at its sole discretion and without prior notice to the Client, to disable the Swap free service.

LEVERAGE

The Company provides its Clients with leverage from 1:20 to 1:3000.

The exact leverage ratio depends on:

the specific trading instrument;
the Client's account balance;
current market conditions.

The Company has the right, at its sole discretion and without prior notice, to change the leverage ratio on one or more of the Client's trading accounts or to change the leverage ratio for any specific instrument offered for trading.

The amount of leverage may be tied to the total amount of funds in the Client's accounts.

INDEMNITY AND REIMBURSEMENT

1. To the fullest extent permitted by law, the Client indemnifies and agrees to continuously indemnify the Company from any liability, claims, demands, losses, damages, expenses and costs arising from any action, failure or omission of the Client and/or breach of any representations and warranties by the Client set forth in this User Guide. To the fullest extent permitted by law, the Client indemnifies and agrees to continuously indemnify the Company from any liability, actions, claims, demands, losses, damages, costs and expenses in respect of which the Company is or may be held liable by reason of or in connection with any action, failure or omission of the Client under this User Guide, including, without limitation, arising from or in connection with any breach, non-compliance, action or omission of the Client under this User Guide.

2. Execution of Client orders is subject to the following conditions:

provision of services by third-party service providers (including, without limitation, trading software providers, trading platforms and processing services);
acceptance, processing and execution of transactions by banks and/or liquidity providers.

The Company shall not be liable for:

any losses arising from the provision of such third-party services, including (but not limited to) any loss of data, loss or interruption of use of software and/or any errors made in processing instructions;
any losses arising from the refusal of banks and/or liquidity providers to process instructions and/or execute any transaction. The Company shall not be liable for any breach of obligation or default of any counterparty, intermediary, bank, custodian, sub-custodian, market or market operator, exchange, clearing house, depository or other third party with which the Company or the Client deals.

3. The Client undertakes to pay on demand of the Company all commissions and other amounts due, premiums for any option acquired in accordance with the Client's instructions, such amounts as the Company may at any time require on account of or to discharge any debit balance on the Client's account or any account contained therein, and the amount of any trading loss that may arise from any transaction under the Client Agreement, interest and service charges due to the Company from the Client's account, as well as the Company's reasonable expenses and legal costs incurred in collecting any such amounts. All payments shall be made on the same day, in such currency and to such bank account as the Company shall specify.

4. The Client undertakes to provide full and effective indemnification of the Company and its employees against all costs, charges, liabilities and expenses incurred by the Company and its employees in connection with the services provided.

CONTRADICTIONS

This User Guide shall be read and interpreted together with the Client Agreement. In the event that any provision(s) between the User Guide and the Client Agreement contradict each other, the provision(s) of the Client Agreement shall prevail.

QUOTATIONS

The Company recalculates quotations for all trading instruments in real time based on market conditions and streaming prices/liquidity received from liquidity providers, and periodically provides these quotations to the Client as Market snapshots. All quotations that the Client receives through the client terminal are indicative and represent the best available Bid price and the best available Ask price in the market, received from liquidity providers. Depending on the group and trading conditions, trading instruments are displayed with a suffix at the end of the name. Instruments not available for trading may be displayed without suffixes; they serve indicative purposes and are highlighted in gray in the trading terminal in the Market Watch window. General information about trading instruments without a suffix may be published in the trading conditions and in any other sections of the Company's website. The Client acknowledges that the information on the website and in the trading terminal may differ, and the Client is informed which instruments should be used for trading. The Client acknowledges that:

the Company has the right not to provide the Client with those quotations that have not changed since the previous Market snapshot;
the Client may not receive through the client terminal all quotations that occurred in the quotation stream between Market snapshots, while on the server an order may be executed at a quotation not available in the client terminal but available on the server from the counterparty;
the spread is not fixed and may be changed at any time depending on market conditions and streaming prices/liquidity received from liquidity providers;
execution of market orders occurs through the order book. In case of insufficient liquidity to execute a trade of the requested volume at the first level in the order book, execution will occur at subsequent price levels until the requested volume is fully executed, and the order may be partially executed (split into several positions), but the total volume of these positions will match the Client's requested volume with the initially set parameters. When executed at multiple order book levels, the price in the terminal is displayed as a weighted average and may not match the quotations, ticks, and charts in the trading terminal.

PROCEDURE FOR HANDLING CLAIMS AND DISPUTES

Claims are accepted only in writing at the email address support@onfin.io. Claims submitted in any other manner (on the forum, by phone, fax, etc.) will not be considered.

The claim must contain: the Client's first and last name, login in the trading terminal, date and time of the problematic situation (according to the trading terminal system time), tickers of all disputed positions and/or pending orders, a description of the essence of the disputed situation with reference to the clause(s) of this Agreement that the Client believes have been violated.

The claim must not contain: an emotional assessment of the disputed situation, offensive statements, profanity. Claims using profanity will not be considered.

Claims are accepted within three business days from the date the grounds for filing them arise. The Client agrees that failure to meet the claim filing deadline is grounds for refusal to consider the claim. The claim is considered within 14 business days from the date of receipt. In some cases, the claim review period may be extended. In the event that a client request review process has already commenced, the claim is deemed closed if no response from the Client to the Company's official reply is received within three business days.

The Company reserves the right, in the event of disputed claim situations, depending on the nature of the dispute, to fully or partially block operations on the Client's accounts until such disputed situations are resolved, or until the parties reach an interim agreement.