Refund Policy

Thank you for considering our trading products/services! We strive to provide high-quality, reliable products/services that meet your trading needs. Please review our Refund Policy carefully before making a purchase, as licenses for our products/services are generally non-refundable once activated.

Understanding Our Licensing & Account Balance:

Our products/services are delivered as digital products with licenses that are activated upon purchase. Due to the nature of these digital licenses and the immediate access provided to sophisticated software, we typically do not offer refunds once a license has been activated.

Important Note on Account Charging: To purchase a product/service, users are required to first charge their account and then use the available account balance to buy the desired robot or service. Please be aware of the following critical rules regarding your account balance:

• Account Balance is Non-Withdrawal: The funds you add to your account are strictly for purchasing products and services within our platform. You cannot withdraw your account balance back to your bank account or any other external payment method.
• For Purchasing Only: Your account balance is exclusively for acquiring our trading robots, indicators, licenses, or any other services we may offer.
• Charge with Caution: Please be careful and ensure you intend to purchase products/services before charging your account. Double-check the amount you wish to add, as these funds become non-refundable once credited to your account.

Conditions for Refund Consideration:

While refunds are generally not provided, and account balances are non-refundable, we understand that unforeseen issues can arise with product/service performance. We will consider a refund request only under the following specific circumstances related to product/service failure or bugs:

• Demonstrable Product/Service Failure or Bug:
  You must report a significant failure of the product/service to perform its core functions as described, or a verifiable bug within the software.
  Crucially, your refund request must be supported by comprehensive documentation. This includes:
  • Screenshots or video evidence clearly illustrating the malfunction or bug.
  • Detailed logs or error messages generated by the product or MetaTrader platform.
  • A clear description of the steps taken that led to the issue.
  • Confirmation that you are using a supported version of MetaTrader and that your system meets the minimum requirements outlined for the product/service.
• Unresolvable Technical Issues:
  If our technical support team is unable to resolve a reported critical issue or bug with the product/service within a reasonable timeframe (3 business days), and the issue is confirmed to be a fault of the product/service, a refund for the product/service purchase may be considered. Note that this does not apply to the account balance itself.

How to Request a Refund:

If you believe your situation meets the criteria for a product/service refund (related to robot failure or bug), please follow these steps:

• Contact Support Immediately: Reach out to our support team via Support Ticket as soon as possible after encountering the issue.
• Provide All Required Documentation: Submit all the necessary evidence (screenshots, videos, logs, detailed descriptions) as outlined in the Conditions for Refund Consideration section.
• Cooperate with Support: Our team may need to ask further questions or request additional information to investigate the issue thoroughly. Please cooperate fully.

Review Process:

• All refund requests will be carefully reviewed by our team.
• We reserve the right to investigate the reported issue, which may involve testing the product/service on our end.
• Decisions regarding refunds for product purchases are made at our sole discretion, based on the evidence provided and the assessment of the issue.
• If a product refund is approved, it will typically be processed back by our preferred method of payment within 10 business days. Please note that transaction fees may apply to the amount. This does not apply to your account balance, which remains non-withdraw-able.

Exceptions:

Refunds will not be granted for issues arising from:

• Incorrect usage or misunderstanding of the product/service’s features.
• Incompatibility with third-party software or hardware not explicitly supported.
• Failure to meet the minimum system requirements.
• Attempting to reverse-engineer or modify the product/service’s code.
• Requests made after 10 days from the license activation date may not be considered.
• No refunds will be issued for account balances, regardless of the circumstances.

By purchasing and activating a license for our products/services, or by charging your account balance, you agree to the terms outlined in this Refund Policy.