Outage, dispute, and inactivity policy

Last updated · 3 November 2026

How Nexetro handles platform outages, trade and breach disputes, enforcement reviews, and inactive accounts.

Outages

An outage is a Nexetro platform failure, such as the terminal, price engine, or risk engine being unavailable or showing wrong data. Every incident is recorded on the status page.

What we do:

• A breach or soft breach during a recorded outage is void, and the account is restored to its state before the outage.
• Trades affected by bad prices are reviewed by replay against reference data and reversed if the prices were wrong.

What is not covered:

• Your own internet, device, or third-party software failures.
• Genuine market moves while Nexetro was running normally.

Disputes

• Submit a dispute from the dashboard within 7 days of the event, naming the trade or breach.
• We replay the fills against reference data and respond in writing within 3 business days, with the evidence used.

Appeals

If you disagree with a decision, you can appeal once. A reviewer who was not involved in the first decision handles the appeal. The appeal decision is sent to you in writing with the evidence, and is final within this process. Nothing here limits any legal remedy you have under the Terms of Service.

Enforcement reviews

When an automated check flags an account for prohibited conduct, the payout is held, never silently denied. We review within 10 business days, tell you in writing what we found and which rule applies, and you can appeal as above.

Inactivity

• An evaluation or funded account with no executed trade for 30 consecutive days is closed as inactive.
• We email a warning 7 days before closure.
• An inactive closure is not a breach and is not held against you.
• For a funded account, any profit eligible for a payout at closure can still be requested within 14 days.
• Evaluation fees are not refunded.