Compensation Notice
Share
We sincerely appreciate your continued use of our services.
On September 1, between market open and 14:30 (JST), a system malfunction occurred that prevented trading on certain instruments.
We sincerely apologize for the significant inconvenience this has caused our valued clients.
■ Compensation Policy
- Clients with profits
Profits generated during the affected period will remain intact. - Clients with net losses (XAUUSD / Gold)
Positions will be considered closed at today’s lowest price of 3437.12, and compensation will be provided to minimize losses. - Clients holding other instruments
For instruments other than XAUUSD, compensation will be handled on a case-by-case basis. - If multiple positions were held, compensation will be based on the total (net) loss.
■ Eligible Instruments
Clients who held positions between September 1, 2025, from market open until 14:30 (JST) in the following instruments are eligible:
XAUUSD, XAGUSD, XAGEUR, XAUEUR, XPTUSD, XPDUSD, JP225, HK50, STOXX50, US500, USTEC, US30
Affected accounts will be individually corrected and compensated.
■ Handling of Open Positions
Open positions carried over from the affected period may represent part of the client’s trading strategy.
Therefore, we cannot intervene in such positions.
As a result, compensation will only apply to loss-making positions that are closed by 20:59 (JST) on Tuesday, September 2.
Please note that positions closed after 20:59 (JST) on Wednesday, September 2 will not be eligible for compensation.
■ Compensation Schedule
- Positions closed by 20:59 (JST) on September 1
→ Compensation will be reflected by 06:00 (JST) on September 2 - Positions closed by 20:59 (JST) on September 2
→ Compensation will be reflected by 23:59 (JST) on September 2
■ Going Forward
We will promptly carry out compensation in accordance with the above policy.
Furthermore, we will strengthen our system management to prevent recurrence and ensure a secure trading environment for all clients.
Once again, we deeply apologize for the inconvenience and concern this matter has caused.
We remain committed to providing a safe and reliable service, and our entire team will continue working diligently to meet your expectations.
For inquiries regarding this matter, please contact us at:
support@fundora-trading.com