Withdrawal policy

1. Introduction

This policy explains the procedure for withdrawing funds from your account. By requesting a withdrawal you declare that you know and accept these conditions, which form part of the terms of use.

You can ask for a withdrawal whenever you like. What changes is the time the money takes to reach your account, which depends on the method, on your bank and on any pending checks.

2. Available withdrawal methods

Withdrawals are made by bank transfer to a Chilean account in your name, to Visa or Mastercard cards and to digital wallets such as Mercado Pago or PayPal. The withdrawal normally goes back to the same method you used to deposit.

3. Processing times

We review requests on business days. Once approved, a bank transfer takes 1 to 3 business days, a card 1 to 5 business days and wallets, in general, up to 24 hours.

Requests made at weekends or on public holidays, large amounts, security reviews and cases where the issuing bank needs extra time can take longer.

To estimate when you will see the money, add the internal review time, which is usually one business day, to the timeline of the method you chose. If more days than indicated go by, write to us with the request number and we will look into it straight away.

4. Fees and costs

We do not charge a fee to withdraw. Your bank or the method's provider may apply their own costs; if any is known, it is shown before you confirm the request. A currency conversion, if needed, is disclosed in advance.

5. Withdrawal limits

There is a minimum amount per request, shown in the dashboard according to the method, and daily and monthly limits that depend on your level of verification. We may adjust the limits to protect your account or to meet a legal requirement, and we tell you when that happens.

6. KYC and AML checks

Before the first withdrawal, and when the rules require it, we check your identity and the origin of the funds, as set out in the KYC / AML policy. We may ask for additional documents for large amounts or unusual patterns. While a verification is pending, the withdrawal is held.

7. Causes of delay or rejection

• Payment-method details that do not match your name.
• Documents that are expired, illegible or awaiting review.
• Additional checks for security or regulatory reasons.
• Technical faults at the bank, the payment provider or the platform.
• Recent changes of password or permissions, which trigger a protection period.

We always state the general reason and what you need to do to resolve it.

If a request is rejected, the funds return to your available balance on the platform and you can ask again with the corrected detail. No amount is lost through a rejection, and there is no charge for trying again.

8. User responsibility

You must check that the details of the bank account, card or wallet are correct and in your name. We are not responsible for delays or losses caused by wrong details supplied by you, although we will do our best to help you recover the funds.

9. Cancelling or changing a request

You can cancel a request from the dashboard while it is in "pending" status. Once it has been sent to the bank or the provider, it can no longer be cancelled or changed. To change the method or the details, cancel the pending request and create a new one.

10. Support

If you have questions about a withdrawal, write to [email protected] or ask your personal manager. We reply usually under one business hour during support hours.

11. Policy updates

We may update this policy to reflect legal or operational changes, or changes at the payment providers. We will publish the current version on this page and announce relevant changes with reasonable notice.