Cancellation Policy

Before your first withdrawal we must have verified your identity and proof of address, as required by KYC regulations. Most verification is completed during onboarding.

We aim to process withdrawal requests within 5 business days. If investments must be sold to fund the withdrawal, settlement times of the relevant markets apply. Your bank may take an additional 1–3 business days to credit the funds.

Any open instructions (such as pending trades or scheduled transfers) are settled or cancelled before a withdrawal or closure is completed, so your final balance is accurate.

Withdrawals are paid only to a bank account held in the same name as your keystone-io account. We do not make payments to third parties.

For large or unusual transactions we may need additional information, such as source-of-funds documents, before releasing a payment. We will tell you exactly what is needed.

keystone-io does not charge withdrawal or account-closure fees. Only the disclosed annual advisory fee applies, calculated up to the date of closure, plus any third-party costs (such as your bank’s incoming-wire fee) that we have told you about in advance. Any amount due is deducted from your balance — you will never be asked to send money to us in order to withdraw your funds.

You may cancel a newly opened account within 14 days without giving a reason. Any money deposited is returned to you; if it has already been invested, you receive the current value, which may be more or less than you paid in.

To close your account, use the Close account option in Settings or email support@keystone-io.net. We will sell or transfer your investments according to your instructions and send the proceeds to your verified bank account.

We may update this policy. The "Last updated" date above shows the latest version; please check it from time to time and contact support with any questions.

Your money is yours. We aim to make withdrawals fast, transparent and secure while meeting our regulatory obligations.