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In an effort to provide you with the best service, Bolmax Management introduces stringent quality standards, defines the terms and conditions of the customer service.

 

Terms of the trading accounts transactions

  1. All trading operations are carried out through the account information and trading platform – MetaTrader 4 using individual data for access to the trading account (login and password).
  2. Requests for financial transactions, change the parameters of the trading account, enabling and disabling any additional options are submitted in the Personal Account on our website. Access personal account (username and password), the client receives automatically upon registration of the trading account.
  3. The client takes responsibility for the safety and security of information needed to access the trading account and the Personal Account. Any order, given to the Company through Personal Account, or MetaTrader 4 trading platform using login and password of the client, shall be considered to be sent by the client personally.
  4. When registering a trading account, the Client automatically confirms his understanding and acceptance of all regulatory documents, including these Terms, Trade agreements, Regulations on trading and non-trading operations, the Consent to the processing of personal data and other terms and conditions, adopted by the Company.

 

Terms of the closing of the trading account

  1. Trading account can be closed upon an initiative of the client at any time.
  2. The Company closes a trading account based on the application of the client, sent to support@bmlmarkets.com from the e-mail address specified by the customer when opening an account and which is the main communication e-mail for the customer and the company.
  3. When submitting an application all the trading positions of the account should be closed. If you have open positions, they will be closed automatically at the current market price.
  4. Funds from the private trading account are displayed in the usual manner according to the Regulations on non-trading operations.

 

Terms and conditions of termination (blocking) of the trading account

  1. Termination of the trading account can be partial or complete. Partial termination involves suspension of service, or services, a complete termination may include blocking transactions of the trading account and money on it and (or) termination of the Trade Agreement and closing of accounts.
  2. Termination of service may be initiated by both the client and the company.
  3. Termination of service at the initiative of the customer is based on his application. Applications for termination of service shall be sent to support@bmlmarkets.com from the email address specified by the customer when opening an account and which is the main communication e-mail for the customer and the company.

3.1 If the company has any doubt that the instruction is given by the client in person, it does not have the right to terminate a trading account until additional documents are provided. In this case, the Company is not liable for any damages associated with the continuation of service of the account.

  1. The Company can terminate trading account services if:

4.1 it has any doubts in the customer’s identity and the authenticity of the documents provided to them;

4.2 refusal of verification procedure or providing additional documents at the request of the Company;

4.3 it has any suspicions that the client is engaged in criminal or fraudulent activities;

4.4 the documented fact of incapacitation or death of the client;

4.5 the clients has violated any terms of  Trade Agreement, Terms of Business or other governing documents of the company;

4.6 a threat of damage to the image and reputation of the company by the client or his related third parties;

4.7 the Client violates the communication rules by abuse, insults, threats, etc.

4.8 in other cases stipulated by international, European and local laws of the countries in which the company operates;

  1. The Company is obliged to notify the client on termination of the account service no later than in 24 hours before the actual termination. Notification shall be sent to the email address specified by the customer when opening an account and which is the main communication e-mail for the client and the company.
  1. After receipt of the notification, the client shall close all trading positions on the account. If you have open positions at the time of termination, they will be closed automatically at the current market price.
  1. The Company shall not be liable for any damages and lost profits in the event of a trading account service termination.
  1. The Company may use any methods to identify the facts listed in paragraphs 4 4.1. – 4 4.9.8, not prohibited by international and local laws of the countries in which Bolmax Management operates .
  1. The decision to terminate the service shall be taken by the Company on the basis of the principle of reasonableness.
  1. In the case of termination of the Trade Agreement and closing of the account at the initiative of the Company, the withdrawal from this account is carried out in the usual manner in accordance with appropriate conditions.
  1. In the case of freezing an account and funds on it to proceed with the account and (or) withdraw funds, it is required to restore (unblock) account services.

 

Terms of service recovery (unblocking) of  the trading account

  1. If the service account has been terminated due to the facts listed in paragraphs 4.1-4.8 terms of termination (blocking) of service of the trading account, the client shall eliminate the cause of the blocking.
  2. The list of measures to address the causes of blocking is unique in each case and can be adjusted by the client and the Company through negotiations.

 

Terms of  written requests processing

  1. The company takes into consideration written requests received on the following e-mail support@bmlmarkets.com.
  1. Requests received in Russian, are processed in the hours of Russian-speaking clients support on weekdays from 10 am to 19 pm Moscow time. The maximum time for consideration of a single application is equal to 2 working days.
  2. In exceptional cases, companies need more time to provide a complete response to the request. In this case, within 2 days, the client receives a notification with the exact time of the answer to his request.
  1. If the request relates to information, data change, or any operations on the trading account, the company takes it into consideration only if if it was sent from the email address specified by the client when opening an account and which is the main communication e-mail for the client and the Company .

 

Terms of information request by phone

  1. In order to address issues and communicate with customers over the phone, the company’s employees have the right to request the client’s full name and trading account number.
  1. Under no circumstances, employees of the Company do not have the right to request the following information by phone

2.1. The data for the access to the trading account or Personal Account;

2.2. Passport details of the client.

  1. Under no circumstances, employees of the Company do not have the right to provide confidential information on a trading account by phone. These data are available only in writing by e-mail, subject to the client’s identity verification.

 

Terms of the client’s identity and place of residence verification

  1. Within the framework of compliance with international recommendations for combating the laundering of proceeds from crime and terrorist financing, the Company carries out the identification of clients and their identity and place of residence at the stage of opening a trading account in the Company.
  1. For verification the identity, place of residence and the verification of the trading account, the client shall attach color scanned copies of photos, page of a residence permit of a valid passport to an application form while opening a trading account in the Company.
  2. The Company shall have the right to check the identity documents and residence permit of the client, at any time, as well as to request additional documents, including a copy of the passport, a notarized copy of a passport, a utility bill, exhibited no less than 3 months ago , a bank statement certifying the address of the client, etc.
  1. In case of doubt in the customer’s identity and the authenticity of the information reported to them or documents provided, the Company shall be entitled to terminate trading accounts and to block funds deposited to it, until re-verification of an account is complete.
  1. If a client refuses to provide additional documents and (or) re-pass the verification procedure, the Company has the right to terminate the Trade Agreement with the customer and close the account.

 

Terms of personal data change

  1. Personal data includes the full name of the client, date of birth, address, passport number, and contact information for communication with the Company: telephone number and e-mail.
  2. All of the personal details may be changed by the client at any time.
  3. The application for a change of passport data, address, and contact information the client can be sent via Personal Account on the website or to support@bmlmarkets.com. In both cases it is required to provide scanned copies of identification document: page with a photo and a residence permit valid passport and in case of change of name and (or) the date of birth – the client shall provide an additional color scanned copy of the document-the base of such a change.

3.1. When you contact the Customer Service Department to change the contact information, you need to specify both the new and the old data.

3.2. Application for Change of e-mail can be sent from both the old and the new e-mail address.

 

Terms of account settings change 

  1. The trading account settings include its basic currency and the leverage provided to trade. The client has the right to change any of the parameters of the account at any time.
  1. Changing the trading account may be carried out by sending an application in the Personal Account on the website or in the Customer Service Department: support@bmlmarkets.com.
  1. If you change the account with the help of the Customer Service Department experts, you are required to indicate your full name, address, passport details and account number, as well as the current and the desired option.
  1. If you change the type and the base currency of the trading account, all trading positions on the account must be closed. If, at the time of the request receipt, you have any open trading positions , they will be closed automatically at the current market prices.
  1. Change of the leverage size is made on the current trading account.
  1. Changes in trading account currency are made by closing the account in one currency, and opening a trading account in another currency with an automatic conversion of funds on deposit and transfer to the balance of the new account.
  1. Data change is made within 2 working days of receipt of the request by e-mail or through the Personal account. The client is notified of successful data change on his e-mail. Also, the new data are displayed in the Personal Account on the Company’s website.

 

Terms of  data changes (data restoration) to access to the trading account and to the Personal Account

  1. The data to the access to the trading account include login (account number) and password.
  1. The client can recover a lost trading account password by sending an application to support@bmlmarkets.com specifying  his full name and trading account number, with color scanned copies of a valid passport, i.e.  the page with photo and with a residence permit.
  1. Data for access to the Personal Account include the username (e-mail, which is the main communication e-mail for the company and the client) and password.
  1. The client can recover a lost Personal Account password by himself by clicking “Forgot your password” on the login page, and then following link, sent to his e-mail,  to enter and confirm a new password.
  1. The client can recover a lost Personal Account password with the help of the Customer Service Department experts by sending an application to наsupport@bmlmarkets.com mandatory specifying his  full name and trading account number with color scanned copies of a valid passport, i.e.  the page with photo and with a residence permit.
  1. To change the Personal Account login (primary email address), follow the instructions described in Terms of personal data change

 

Terms of consideration of claims and disputes on trading operations 

  1. The Company shall take into consideration any claims and disputes, arising from the client’s trading activity.
  2. Complaints and requests for dispute resolution are accepted only in writing, by e-mail sent to support@bmlmarkets.com from the e-mail addresses specified by the client when registering accounts, which is the main for communication of the Company and the client.
  1. The text of the e-mail shall include the account number of the client, the number of disputed orders are claims (dispute), and log files of the trading platform for the day when a dispute arose.
  1. The claim shall not contain emotional evaluation of the situation, threats, insults, profanity.
  1. Duly registered claims and disputes are processed within 3 working days. The results are sent to the client’s e-mail in writing.
  1. If the situation requires more time for consideration, then, within 3 days, the client receives a written notice of the exact time of the final decision.
  2. As part of the claim (dispute) consideration, the Company is entitled to request additional documents from the client and data.

Bolmax Managment. All Rights Reserved.

 
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