Withdrawal policy

1. Introduction

This policy sets out how you can withdraw funds from your Aurora Capital account, which checks we apply and how long the process takes. By requesting a withdrawal you accept what is described here. It complements the deposits and withdrawals page, which has the tables for each method.

2. Available methods

You can withdraw by bank transfer to a savings or current account in your name, to your Nequi or Daviplata, and to the Visa or Mastercard you deposited with, where your bank allows it. As a general rule, the withdrawal goes out by the same method you used to deposit.

Using one method for both directions keeps the paper trail simple, which helps the checks in section 6 finish faster.

3. Processing times

Once a withdrawal is approved, usual timelines are: under 24 hours for Nequi and Daviplata, one to three business days for bank transfers and one to five business days for cards. Weekends and Colombian public holidays do not count as business days. Timelines can lengthen because of security reviews, bank workload or provider faults.

4. Fees and costs

Aurora Capital charges no fee to withdraw. Your bank, wallet or card issuer may apply charges of their own, and if the withdrawal involves currency conversion the conversion cost listed on the fees page applies. Before you confirm, the platform shows the exact amount you will receive.

5. Withdrawal limits

The minimum per withdrawal is COP 100,000. The daily maximum depends on your account's verification level and on the limit of the chosen method, which each bank or wallet sets. If you need to withdraw more, contact your manager to split it or for a prior review.

These limits exist for security and because of anti-money-laundering rules. We publish them so that you can plan your withdrawals, and we review them when regulation or our providers' capacity changes.

6. KYC and AML checks

Before your first withdrawal you must have completed the identity verification described in the KYC and AML policy. Later withdrawals may be subject to further checks, for example when the amount is high or unusual activity is detected. Confirmation with two-factor authentication is also required.

7. Reasons for delay or rejection

A withdrawal can be delayed or rejected if the destination account details do not match your name, if documents are missing, if a security review is open, if the payment provider rejects the operation or if regulation requires it. We tell you by email and explain what to do to unblock it.

If your payment provider rejects a transfer, the funds return to your available balance and you can choose another eligible method.

8. User responsibility

You are responsible for the bank and payment details being correct. If you give a wrong account and the money is transferred, we may try to arrange a return, but we cannot guarantee it will be recovered. Always check the number and the holder before confirming.

9. Cancelling or changing a request

You can cancel a withdrawal from the dashboard while it is in "pending" status. Once it has been sent to the bank or wallet it can no longer be changed or cancelled. If you need to change the destination method, cancel the pending request and create a new one.

If the withdrawal is pending because of a verification, you can also cancel it, but the verification stays open until you complete it or we reject it. Funds return to your available balance immediately on cancellation.

10. Support

For questions about a withdrawal write to [email protected] with the operation number. We reply in usually under 5 minutes by callback and up to 1 working hour by email. Your account manager can also check the status.

11. Policy updates

We may change this policy to reflect regulatory, provider or process changes. Changes are published on this page and apply from publication to withdrawals requested from that moment. We suggest you review it before each significant request.