Custody fees cover the authentication, secure storage, and monitoring of your asset for the period of custody. Because these services are rendered continuously from the point of intake, fees already incurred for custody services provided are generally non-refundable.
If you cancel a scheduled intake before your asset has been received and logged at a branch, any deposit paid will be refunded in full, less any payment processing fees already incurred.
If you withdraw an asset from custody before the end of a prepaid custody period, custody fees are prorated to the date of withdrawal. Any prepaid balance beyond that date will be refunded to your account of record within a reasonable processing period.
Assets with an outstanding balance are subject to a financial hold and cannot be released, transferred, or picked up until the account is fully settled. This protects both the client and Goldex Bullion Vault in the event of a payment dispute.
If you believe an asset has been damaged, misplaced, or incorrectly handled while in our custody, contact your branch immediately. Claims will be investigated using our custody event audit trail, and any resolution will be handled in accordance with our insurance and liability terms.
Fees are not refundable where an asset was found to be prohibited, misrepresented at intake, or subject to a legal hold or investigation. Administrative and verification fees are non-refundable once identity or asset verification has been completed.
Refund requests can be submitted through the client portal Concierge feature or directly to your branch manager. Approved refunds are processed to the original payment method where possible.