Withdrawal policy

1. Introduction and your agreement to this policy

Withdrawing is a right that comes with the account, not a favour to be negotiated. At the same time, withdrawals move money through payment systems and legal requirements, so the process has rules: where funds can go, what checks apply first, and how quickly each method settles. This document is those rules, written out in full.

The policy forms part of the Terms of Use. It is written to match the Deposit & Withdrawal Methods page; if a detail ever appears inconsistent, tell us and we will correct the page, because the method data is one and the same.

2. Available withdrawal methods

Four methods serve Singapore users. PayNow withdrawals go to the bank account linked to your PayNow registration and are normally processed within 24 hours. Bank transfers via FAST arrive the same working day in most cases; international wire transfers take one to three business days through correspondent banks. Visa and Mastercard withdrawals return funds to the card used for deposits where your issuer supports it, typically in one to five business days.

All four methods are free of platform charges. Payouts are made to destinations in your own name; we do not send withdrawals to third-party accounts, and any request of that kind is refused by policy.

3. Processing times and what can affect them

Processing starts when you submit a request, not when you first think about it. After submission, the request enters the queue, passes the checks in section 6, and is sent to the payment system. PayNow and FAST requests submitted before 15:00 SGT on a business day are usually paid the same day; later requests roll to the next business day.

Delays outside our hands include correspondent bank cut-offs for wires, issuer posting cycles for cards, and public holidays on either end. Weekends and Singapore public holidays are not business days for any method, including the instant ones, because the interbank systems behind them observe those hours. The withdrawal tracker in your dashboard shows each stage of a request in real time, so you always know where it sits.

4. Fees and how they are shown

StraitsVault AI charges no withdrawal fee on any method and no processing fee for the standard service. Costs that originate outside the platform, such as a correspondent bank fee on an international wire or a currency conversion applied by your card issuer, are set by those parties and are outside our control.

Every amount you see before confirming a withdrawal is the amount we will send. If an external party later deducts from it, the deduction appears on that party's own statement, and we will provide the payment reference you need to query it with them. There are no platform-side "service", "review" or "release" charges, and any message claiming otherwise is not from us.

5. Withdrawal limits

The minimum withdrawal is S$50 per request, which reflects the fixed cost of payment processing rather than any wish to hold small balances. The standard maximum is S$25,000 per request and S$100,000 per rolling 30 days; higher limits are available on the Premium plan after a review with your manager. Open positions are unaffected: you can withdraw any funds not currently committed to a strategy.

Requests above the per-request maximum are split automatically into consecutive payments, each following the normal timeline. Limits exist partly for your protection: a sudden instruction to move an entire balance to a new destination is exactly the pattern worth a second look, and ours takes one.

6. KYC and AML checks before payment

Withdrawals require a verified account: identity confirmed, and, where applicable, a source-of-funds explanation for larger amounts, as described in the AML / KYC policy. The first withdrawal to a new destination always receives a confirmation step, and changes to payout details trigger a cooling-off period with a notification to your registered email.

These checks are a legal obligation, not a stall tactic. A completed verification file means the routine checks pass in the background with nothing asked of you; the requests you hear about are the unusual ones. Where a check legitimately requires a question, you hear it once, in writing, with a named handler on the case.

7. Why a withdrawal can be delayed or declined

Delays usually come from data mismatches: a destination name that differs from your verified name, a PayNow number that belongs to another bank account than the one on file, or a card that has since expired. Each of these has a quick fix, and support tells you exactly what it is. Additional verification on unusual activity, or a regulatory request, can also pause a payment lawfully.

Declines are rarer and specific: unverified identity, a destination in a third party's name, funds under an active dispute or investigation, or a request that fails an AML determination. A decline is always explained in writing with the reason and, where it is curable, the path to cure it. We never decline a withdrawal for silence, and we never ask you to pay a fee to "unlock" one.

8. Your responsibility for correct details

The details you enter are an instruction, and the payment systems follow instructions literally. A wrong PayNow number that happens to belong to a real account pays that account; a mistyped card number fails outright. Check each field before confirming, every time, including on the tenth withdrawal when it feels routine.

If you spot an error after submitting, contact support immediately: a request still inside our queue can be corrected, but once it has left for the payment system it can only be recalled with the receiving party's cooperation, which is never assured. Keep your payout details current in the platform rather than re-typing them each time.

9. Cancelling or changing a request

While a request sits in "submitted" status you can cancel it yourself from the dashboard, and the funds return to your available balance at once. Once processing begins, cancellation is no longer possible from your side, and the request must complete its journey; this protects both sides from a payment being recalled mid-flight.

To change the amount or destination of a submitted request, cancel it if you still can and submit a fresh one. If processing has begun, let it complete and withdraw again afterwards; the instant methods make that a short wait, and it is cleaner than chasing a half-recalled payment across two banks.

10. Support and response times

Withdrawal questions go to [email protected] with your case or payment reference. Support hours are Monday to Friday, 9:00–18:00 SGT, and withdrawal queries are answered usually within one business hour during those hours; payment traces with external banks naturally take longer, and you receive updates as each reply arrives rather than in one lump at the end.

If a withdrawal has passed its expected timeline by more than one business day, write in and ask for a trace. A trace request is routine, not adversarial, and the reference it produces is exactly what your bank or PayNow app needs to see the payment on their side.

11. Changes to this policy

When this policy changes, the new version is published on this page with effect from its publication date, and material changes are announced in the platform. Continuing to use the platform after a material change takes effect means accepting the updated policy; if a change does not suit you, withdrawing your balance and closing the account remains open to you at any time.

Questions before you register are welcome at the same address. We would rather answer a question about withdrawals before your first deposit than after it.