Every document, in one place.

Scope. This policy applies to all orders placed by clients on the NOVEDOX platform in the instruments we make available.

Execution factors. When executing a client order we take into account price, the costs of execution, speed, likelihood of execution and settlement, order size, order type and any other consideration relevant to the execution of that order. For retail clients, total consideration. The price of the instrument together with the costs relating to execution, is ordinarily the most important factor.

Order types. Market orders are submitted for execution at the best price available at the moment of processing. Pending orders are triggered when the market reaches the level specified and are then executed as market orders at the next available price. Stop-loss and take-profit instructions operate in the same way: they define the level at which an exit is triggered, not the price at which it is guaranteed to fill.

Price formation. Prices displayed on the platform are derived from our liquidity and market-data sources. A spread is applied between the buy and sell price and is displayed live in the terminal. Spreads are not fixed: they vary with underlying market liquidity and widen materially around scheduled economic releases, at session rollovers, at the weekend re-open and during volatility events.

Slippage. In fast-moving markets the price available when an order is processed may differ from the price displayed when it was submitted. Slippage may be positive or negative and we do not systematically apply it in one direction. Where the market gaps through a stop-loss level, the order is executed at the next available price, which may be materially worse than the level set.

Rejection and requoting. An order may be rejected where there is insufficient margin, where the instrument is not trading, where the price has moved beyond a permitted tolerance, or where a technical or connectivity fault prevents processing. A rejected order is not executed. You should check your position ledger rather than assume an outcome.

Margin close-out. Where account equity falls below the applicable margin threshold, open positions may be closed automatically to limit further loss. Close-out is executed at prevailing market prices, which in fast markets may be significantly worse than the threshold price. Close-out is a protective mechanism and is not a guarantee against loss.

Aggregation and fairness. Client orders are handled in the sequence received. We do not sequence or price client orders to the advantage of NOVEDOX or of any other client.

Monitoring and review. Execution quality, including fill rates, slippage distribution and spread behaviour under stress, is monitored, and this policy is reviewed periodically and where a material change to our arrangements occurs.

What we do not claim. We do not guarantee execution at a requested price, zero slippage, or any specific execution latency. Any statement to the contrary, wherever it appears, should be disregarded in favour of this policy.

Purpose. A conflict of interest arises where NOVEDOX, its staff or its partners have an interest that could influence a decision affecting a client. Conflicts are inherent to this business and cannot be eliminated; the honest response is to identify, manage and disclose them.

Conflicts we identify.

• Revenue from spreads and financing. NOVEDOX earns revenue from the spread applied to trades and from overnight financing. Our revenue therefore rises with trading volume, which is not always aligned with a client’s interest in trading selectively.
• Market risk on client positions. Where client positions create market exposure for us, our commercial result may be affected by client outcomes.
• Partner and introducer remuneration. Introducing brokers are paid for referring clients, which creates an incentive for them to encourage account opening and activity.
• Staff personal trading. Staff may have personal interests in traded instruments.
• Product and content decisions. Educational and analytical content could be shaped to encourage activity rather than to inform.

How we manage them.

• Pricing and spreads are set by defined process and displayed live at the point of trade; they are not adjusted against individual clients.
• Order handling follows the Order Execution Policy above, applied uniformly and without regard to whether an outcome favours NOVEDOX.
• Staff with access to client order flow or pricing decisions are subject to personal-trading restrictions and disclosure obligations.
• Educational and analytical material is general information only and carries no incentive tied to client trading volume. NOVEDOX does not provide personal recommendations.
• Introducer arrangements are governed by written agreement, and partners must not represent NOVEDOX products inaccurately or promise returns. Partner remuneration does not increase the cost of trading to the referred client beyond published pricing.
• Information barriers and access controls restrict who can see client order flow.

Disclosure. Where a conflict cannot be managed with sufficient confidence that a client’s interests will not be damaged, we disclose it specifically so the client can decide for themselves. This policy is itself part of that disclosure.

Escalation. Staff must report identified conflicts. Records are maintained and reviewed, and the policy is updated where new conflicts arise, particularly as products such as copy trading and the trading API are introduced.

Objective. To prevent NOVEDOX being used for money laundering, terrorist financing, sanctions evasion or fraud, and to ensure that we know the identity of every client we hold funds for.

Client due diligence. Before live trading facilities are made available, clients complete identity verification through our verification partner, Didit: a valid government-issued identity document is submitted and checked for authenticity, and a liveness selfie is biometrically compared against the document photograph. Email addresses are separately confirmed by one-time code. Enhanced due diligence, including enquiry into source of funds, is applied where risk indicators are present.

Screening. Clients are screened at onboarding and on an ongoing basis against applicable sanctions lists, politically exposed person data and adverse media. Potential matches are reviewed by a person before any action is taken, since name collisions are common. Where a genuine designation applies we act as legally required and may be restricted in what we may disclose.

Transaction monitoring. Funding and account activity is monitored for patterns inconsistent with genuine trading, including funding followed by rapid withdrawal with minimal trading, deposit structuring, activity inconsistent with the client profile, and attempted third-party funding. Alerts are reviewed and, where appropriate, escalated.

Prohibitions. One account per person. No shared, nominee or multiple accounts. No third-party funding, deposits must originate from a wallet or exchange account belonging to the account holder. Deposits of assets or on networks other than those supported may be permanently unrecoverable.

Reporting. Where an obligation to report suspicious activity arises, we report it. Law may prohibit us from informing the client that a report has been made, and we will comply with that prohibition.

Record keeping. Identification records and transaction records are retained for the period required by applicable anti-money-laundering law, including after an account is closed. Retention periods are described in the Privacy Policy.

Consequences. Where verification cannot be completed, where documents appear falsified, or where activity indicates financial-crime risk, we may suspend features, freeze activity or close the account, as provided in the Terms & Conditions.

Step 1, Raise it. Contact the Support Center in your account, email support@novedox.com, telephone +44 20 8089 0820, or use the contact form selecting “Complaint”. Many matters are resolved at first contact.

Step 2, Give us the facts. Include your account identifier; what happened and when, with times and time zone; the instrument, order or transaction concerned; what you expected; and the outcome you are seeking. Attach screenshots or a transaction hash where relevant.

Step 3, Acknowledgement within 3 business days. You receive written confirmation of receipt, our understanding of the complaint, and who is handling it.

Step 4, Investigation. We review platform logs, order and price records, verification and payment data and correspondence, and raise matters with third-party processors where they are involved.

Step 5, Final response. We aim to respond substantively within 15 business days of acknowledgement. Where a matter is genuinely complex we will explain before that point why more time is needed and when to expect the outcome, and in any event respond within 35 business days. The response sets out our conclusion, our reasoning and any remedy.

Step 6, Internal escalation. If you disagree, reply to the final response explaining why and what outcome you consider correct. The case is reviewed by someone who did not decide it originally.

Step 7, External escalation. Where an independent dispute-resolution or ombudsman scheme applies to the entity you contracted with, our final response will identify it and explain how and by when to refer the matter. Your rights under the law of your own jurisdiction are unaffected by this procedure.

The same procedure is set out on our compliance page, together with what we do with the findings.

What cookies are. Cookies are small files stored by your browser. Related technologies, local storage and session storage, work similarly and are covered by this policy.

Categories we use.

• Strictly necessary. Required for the platform to function: maintaining your logged-in session, keeping your account secure across requests, remembering essential interface state and supporting fraud prevention. These cannot be disabled without breaking the platform, because a trading session cannot be maintained without them.
• Preference. Remembering choices you have made, such as interface settings or a dismissed notice, so you are not asked repeatedly.
• Analytics. Aggregated understanding of how the site and platform are used, which pages are read, where people get stuck, so we can improve them. Used to inform product decisions, not to build advertising profiles.

Third parties. Some cookies are set by the specialist providers that make the platform work, including our identity-verification and payment partners, when you use those flows. Their processing is governed by their own policies and by our contracts with them.

What we do not do. We do not sell browsing data and we do not use cookies to build advertising profiles for sale to third parties.

Your controls. All modern browsers let you view, block and delete cookies through their settings, and offer a private browsing mode that discards them at the end of a session. Blocking strictly necessary cookies will prevent you from logging in or trading. Where a consent mechanism applies to you, your choices are respected and can be changed at any time.

How the resulting data is handled is described in the Privacy Policy.

Who can open an account. You must be at least 18, legally able to enter a binding agreement, and satisfied that using the platform is lawful where you live. One account per person.

Your account and its security. The information you provide must be accurate and kept current. You are responsible for keeping your credentials confidential and for activity under your account. Email verification is required, and identity verification is required for certain features.

Demo and live. Your demo account holds simulated balance with no monetary value, which cannot be withdrawn or converted. A live account holds real funds you deposit, and is subject to verification requirements.

Risk. You accept that trading leveraged products carries a high risk of loss, that you may lose the money you deposit, and that nothing on the platform is investment advice or a personal recommendation. See the Risk Disclosure.

Deposits. Funding is by supported cryptocurrency to an address generated for your account. Sending unsupported assets, using the wrong network, or sending below the displayed minimum may cause permanent loss we cannot recover. Third-party funding is not permitted.

Withdrawals. Subject to identity verification, security checks and stated processing times. Withdrawal functionality is currently being rolled out and is not yet available on all accounts. Withdrawals may be delayed or declined where required for fraud prevention, verification or legal compliance.

Costs. Spreads, commissions, swap charges and any other applicable fees are displayed at the point of use and may change. Fees charged when a position opens are not refunded when it closes.

What is prohibited. Unlawful use, multiple or shared accounts, impersonation, exploiting pricing errors or technical faults, automated access outside interfaces we provide, and reverse engineering or resale of any part of the platform.

Availability. The platform and market data are provided “as is” and “as available”. Continuous availability is not guaranteed and data may occasionally be delayed or unavailable.

Liability. To the maximum extent permitted by law we are not liable for trading losses or for indirect or consequential loss, except where caused by our fraud, wilful misconduct or gross negligence. Nothing excludes liability that cannot lawfully be excluded.

Ending the relationship. You may close your account at any time by contacting support; any balance eligible for withdrawal is returned subject to the withdrawal terms. We may suspend or close an account for breach, legal requirement or suspected fraud or abuse.

Changes. The Terms may be updated. Material changes are notified through the platform or by email, and continued use after a change takes effect constitutes acceptance.