This document/service/product is provided by COLAWALLEX USA INC and its affiliates (hereinafter referred to as "the Company"). The websites and apps under the Company are collectively known as "ColawalleX". We recommend that you review the relevant terms and conditions on ColawalleX's official website before using the services and apps of ColawalleX.

There may be several reasons why we needed to close your Colawallex account—but due to regulatory requirements, we cannot disclose the specific reason to you. Customer support also does not have access to see why an account was deactivated.

We may choose to close an account if:

- It is a duplicate account (each person can only have one Colawallex account unless we grant permission otherwise)

- Account security has been compromised

- The account is suspected of illegal activity

- There are transactions in the account we are unable to complete

These are just some examples. You can find more reasons in our Terms of Service, which explains when we are allowed to close accounts.

Colawallex never takes deactivations lightly. Each decision goes through careful consideration. We fully understand that the deactivation may cause you inconvenience and we are committed to making the transition as smooth as possible.

Pending Payments

When we deactivate your account, all pending payments will be cancelled. After reviewing your account, we will work to return any funds you have already sent through the channel they were received.

Refund time depends on your payment method:

- Card payments: 3-10 business days

- Bank/Wire transfers: 2-3 business days   

- Bank debit/ACH: Up to 90 business days while we conduct due diligence checks

Remaining Balances

If your Colawallex account still has a balance when closed, we will work to send the funds back to your bank account. However, we first need to conduct due diligence checks. During this time, your money and information will remain safe and secure.

If you need the funds returned to you, please submit a refund request to us.

Balance Statements

After deactivation, you will no longer be able to access your account information. However, if you need balance statements for tax purposes or other reasons, please contact our support team.

What I Can Do Next

If you are unhappy with our decision to close your account, you can appeal it. During the appeal, we may ask for banking details and information outside of Colawallex where we can refund your money. We will inform you of the appeal status and timeline as soon as we can.

Additionally, you have the right to request a review of your case by filing a complaint. We will assess the quality of service and support you received. We can also evaluate if we honored our agreements with you, such as the <Customer Agreement>.

A complaint review does not affect re-evaluation of the deactivation decision or speed up refunds and due diligence processes. These will be handled in the appeals process.

Typically, a complaint should be reviewed within 14 calendar days but may take longer depending on where we provide services to you.