All Collections
Health Extras and Pet Extras Accounts
Account and Transaction Cancellation
Account and Transaction Cancellation

All things related to cancellation, suspension, refusal, and the likes

Reece Frazier avatar
Written by Reece Frazier
Updated over a week ago

ExtrasJar not only ensures a smooth and hassle-free process when it comes to setting up your account. Among our core values is fairness and this is implemented in all aspects.

In this article, you will know more about the cancellation or suspension of your account, refusal of your transaction, refund request, and termination of your policy.

How to request cancellation of your ExtrasJar Extras Account?

  • Go to the ExtrasJar App

  • Click “Profile”

  • Request to cancel your account

You will receive an email confirmation that contains final reminders after your account cancellation request. Please note that your account will not be closed immediately after your request.

The ExtrasJar team will still be processing the withdrawal of your remaining balance (if applicable) and will be completed once the next Unit pricing and all transactions have been finalised.

Requesting a Refund

You can submit a request for a refund from a certain transaction by telling us in writing.

Make sure that your message contains all the necessary information related to your transaction for a smooth process (e.g., transaction number, date of transaction, name of the provider, amount to be refunded).

If you have a refund, we will issue the same number of Units used to pay for the transaction. The Unit price you receive will be the Unit price of the business day that the refund is processed.

Suspension or Transaction Refusal by ExtrasJar

By applying for Units, you agree that we may, in our absolute discretion (but subject to the law and the Constitution):

  • Not issue Units to you;

  • Refuse your request to redeem or transfer Units;

  • Cancel, delay, block or freeze any transactions; or

  • Redeem any Units that were issued to you

Including where:

  • We consider such action is necessary under anti-money laundering and counter-terrorism financing law, sanctions or our other legal obligations;

  • We believe that a transaction may be fraudulent; or

  • We consider such action is required (for example, to manage regulatory risk).

In these circumstances, we will not be liable to you for any resulting loss.

Termination of the Fund

We can terminate the Fund, subject to the Corporations Act, at any time. In such an event, the Fund’s assets will be converted to cash, where possible. We will distribute the net proceeds among unitholders on a pro-rata basis according to the Fund’s Constitution.

Your share of the final distribution will be based on the number of Units you hold in the Fund at the date of distribution.

Similarly, identity verification is crucial in ExtrasJar. We cannot issue Units to you until we have successfully verified your identity. To do so, we may ask you to provide identification documents throughout the process.

Sometimes, we may also request additional identification information from you on an ongoing basis in some circumstances (e.g., when processing a withdrawal request and the like). This may also include asking you for the source or origin of the funds in your investment account and how you plan to use your account.

We use third-party providers to verify some or all of this information. Your application will not be accepted, and we may suspend or close your investment account without prior notice to you or for any reason given if we are unable to verify your identity or you do not provide the information we reasonably requested within an acceptable time frame.

This means that no Units will be issued to you, and withdrawals may not be made within the periods contemplated in the Product Disclosure Statement.

We will not be liable for any losses, including for market movements that may be incurred by you if an investment application or request is delayed or rejected due to our legal obligations (including those arising under anti-money laundering laws) or other delays caused by an application being incomplete.

Should you have further questions or concerns, we can accommodate you via email at

Did this answer your question?