Refund Policy

Refund Policy

This policy explains how refund requests are handled for the two kinds of product we sell and how they differ from one another. It is written for digital goods, where the item is delivered instantly and cannot be returned, so the question is not whether the goods came back but whether the licence was ever usable.

1. Software licences

An Expert Advisor licence is delivered as a download and an activation against your account. Once the file has been obtained and the licence has validated, the product has in substance been received, which is why refunds here are conditional rather than automatic.

A refund may be granted where:

• the licence never validated at all, and we cannot make it work after a reasonable attempt with your cooperation;
• the download was corrupted or wrong and a replacement cannot be provided;
• the order was a genuine duplicate charged in error;
• the product delivered does not match its published specification in a material respect;
• the request is made within a short cooling period after issuance and the licence has not been activated on any machine.

A refund is not available because a licensed product did not perform as you hoped. Market loss, a stopped-out account, a different broker's execution, a change in market conditions or a strategy ceasing to suit are trading outcomes, and they are the buyer's responsibility, not defects in the goods. We do not treat underperformance as a refundable event, and no seller who does is pricing risk honestly.

2. Education and written material

Courses, articles and other material are intellectual content: once accessed, they cannot be un-read. Refunds on education are therefore considered where access failed, where the material delivered was materially different from what the description stated, or where a request arrives before meaningful access has been taken. Requests made after a course has been worked through are assessed on their facts rather than granted as a matter of course.

3. Subscriptions and signal services

Signal and subscription products are handled separately from Expert Advisor licence refunds, because the delivery model differs: they are supplied continuously over a period rather than once as a file.

Where a subscription is offered, its refund terms — including how a mid-period cancellation and any renewal are treated — are stated on that plan's page at the time of purchase and apply instead of the licence terms above. Until the signal service is actually sold, there is nothing here to refund and no terms are being implied for it.

4. Conditions a request must meet

• It must come from the email address on the account that holds the order.
• It must quote the order reference and state the product.
• It must describe the specific fault, with what you did, what happened and what you expected, rather than a general request.
• For licence faults, you must allow us a reasonable attempt to resolve it first, which may include asking for the licence key, the platform build, the broker server and the log.
• It must arrive within the review window below, and within a reasonable time of the problem being noticed.

We may reasonably ask you to stop using the licence while a request is under review.

5. Review window

Requests are reviewed case by case. As a working rule, a request is expected to reach us within fourteen days of the order date for a licence or subscription issue, and within a reasonable period for anything else; a late request is not automatically refused but must explain the delay. We aim to reply within five working days of a complete request, and where we need information from you the clock pauses until it arrives. Where a request is granted, the refund is issued to the original payment method, and the bank or card issuer may take several further working days to show it.

6. How to request a refund

Use the contact form on this site. Choose the billing or orders category, give the order reference, name the product and describe the fault as set out in section 4. Please do not send payment card images, and do not include your broker trading password with the request, as none of the assessment needs it.

7. Refusals and disputes

A refusal states which condition was not met. If you believe the decision is wrong, reply with the missing information and it will be looked at again. Where a payment was taken through a card provider, you may also raise the matter with your card issuer under their dispute process, and we will cooperate with that process; a chargeback opened without first contacting us usually resolves more slowly than the same request raised here.

8. Statutory rights

Nothing in this policy affects rights that cannot lawfully be excluded, including consumer statutory rights wherever the applicable law grants them to you as a buyer. Where those rights and this policy differ, the law applies.

9. Changes

This policy may be updated. The version published at this address applies to a request when it is made, and the terms shown on the plan page at the time of purchase remain relevant to how that purchase was described.