Overview
This page explains how Solidus handles or expects to handle requests for redemption, release, transfer, sale, or withdrawal of holdings. Because the service relates to physical bullion stored under an operational custody model, the process is different from an instant digital transfer. Requests are therefore subject to verification, operational checks, and timing constraints.
Types of requests
Depending on what Solidus offers at the relevant time, a customer may be able to request one or more of the following: sale or liquidation of a holding, physical release or collection, transfer to another approved arrangement, or another form of withdrawal expressly offered by Solidus. The options available to a customer may depend on the product type, quantity, location, compliance status, operational cut-offs, fees, and any specific contractual terms attached to the holding.
Preconditions
Before acting on a redemption or withdrawal request, Solidus may require identity re-verification, wallet confirmation, account review, confirmation that payment has cleared, and confirmation that the holding is not subject to a compliance hold, dispute, fraud concern, security issue, or unresolved reconciliation item. Solidus may also ask for additional instructions or supporting documents where the request is unusual or high risk.
Solidus may refuse, defer, or cancel a request where it reasonably believes the request is unauthorised, inconsistent with the account record, incomplete, unlawful, or operationally unsafe. This is intended to protect both the customer and the service.
Operational timing
Redemption and withdrawal requests are not guaranteed to be processed immediately. The timing can depend on the nature of the request, the quantity involved, whether the holding is already stored and reconciled, whether insurance administration needs to be updated, operational cut-off windows, transport and security arrangements, and whether third-party coordination is required.
Where Solidus provides an estimated timeline, it is an estimate rather than an absolute promise unless Solidus expressly agrees otherwise in writing. Customers should wait for confirmation from Solidus before making onward commitments that depend on completion of a redemption or release.
Fees and pricing
Redemption, release, transfer, sale, or withdrawal may involve additional fees, spreads, handling costs, transfer charges, storage charges up to the release date, or other deductions. Solidus will disclose the applicable fees or charging basis before proceeding, unless the relevant contract already states them clearly. Customers are responsible for reviewing those amounts carefully before confirming a request.
Status updates and records
If a request proceeds, Solidus will record the relevant operational status changes in its ledger and application records. That may include internal references, timestamps, release or sale records, and updated statement information. If a request does not proceed, Solidus will also record the reason or status outcome to the extent reasonably appropriate.
Relationship with other documents
This page works together with the Terms of Service, the Custody and Insurance Terms, and the Privacy Policy. Nothing on this page guarantees that every request will be accepted or completed on the same timetable. Final handling depends on the specific facts, the customer record, and the current operational state of the holding.
Where mandatory New Zealand consumer protections apply, nothing on this page is intended to limit them. At the same time, customers should not interpret this page as a promise that identity, compliance, security, or physical handling controls will be bypassed for the sake of speed.
How to request redemption or withdrawal
Customers should submit the request through the application if that function is available, or otherwise contact operations@solidus.nz with enough information for Solidus to identify the relevant holding and requested action. If the matter is urgent or disputed, customers should also consider using the complaints and support process so the issue is tracked and escalated appropriately. Solidus may apply minimum holdings, fees, or operational thresholds to redemption and sell-back workflows where that is disclosed in the application or required for orderly processing.