XAUUSD (Gold) Spread Adjustment and Refund Process

Dear Valued Customers,

Thank you for choosing FIXIO.

We have recently identified that an excessively high spread was applied to XAUUSD (Gold) transactions. We would like to provide you with an important update regarding this matter.

Overview

Due to the recent surge in gold prices, our liquidity providers increased the spread for XAUUSD. In response, we revised our spreads accordingly on March 3, 2025.

However, during the CRM system upgrade, we discovered an issue with spread settings, including affiliate commissions, which resulted in the application of an excessively high spread to certain XAUUSD (Gold) transactions.

For the past two years, we have been committed to maintaining low spreads to provide our customers with the best possible trading environment. However, given the current market conditions, we have adjusted our spreads accordingly. If gold prices experience a sharp decline in the future, we will also reduce the spread as needed.

Affected Instrument

XAUUSD (Gold/USD)

Incident Period

March 3, 2025 – March 12, 2025

Refund Process

We will refund the excess spread amount to affected trading accounts within 24 hours, starting from today, March 13. Customers eligible for a refund will receive an individual notification once the refund process is complete.

As an apology for this issue, we will also provide an additional compensation of 30% on top of the excess spread amount, which will be credited to your JPY wallet.

Although this may be a small gesture, we hope it conveys our sincere apologies.

At FIXIO, we remain committed to continuously improving our systems and operational framework to provide the best possible trading environment for our customers. We appreciate your continued trust and support.

Sincerely,

Alex Kano
Chief Operating Officer (COO)
FIXIO Securities