Refunds

Starting point

Paying unlocks a download straight away, and a file that has been downloaded cannot be returned. For that reason a sale becomes final at the moment the download is made available, and as a rule we cannot reverse it afterwards.

If the consumer law where you live gives you a cooling-off right for digital content, finishing the purchase confirms that you asked for immediate delivery and accept that the cooling-off right is lost as a result. Where that acknowledgement is not permitted by your law, your law applies instead; see the final section.

Cases we always put right

None of the following is at our discretion. Tell us, and we refund or replace:

• the same order was charged to you twice;
• you paid but no download was ever unlocked;
• the file cannot be installed or run, and after a reasonable number of attempts together we still cannot make it work;
• you received a different tier from the one you paid for;
• the payment was made without your authorisation;
• a law that applies to you requires a refund.

Write to us before contacting your card issuer. Disputes take weeks to resolve, carry a fee for us regardless of outcome, and cannot be settled any sooner than we could settle them with you directly.

Cases that do not qualify

• Losing trades. A robot that loses on some trades is doing what trading software does; the risk is set out on the product page, at checkout and in the setup guide before you buy.
• Results below the public record. Our records are what our own accounts did in the past. Yours will differ because your broker, costs, capital, leverage, settings and start date differ. See About Our Results.
• A change of heart once the download has been unlocked.
• Wanting a different robot or tier instead. Ask us about moving up; we normally charge only the difference.
• A setup problem we can solve. Wrong symbol name, broker option or platform setting: support fixes it, so there is nothing to refund.
• The 12-month licence simply coming to its end.

Making a request

Send an email to [email protected] within 14 days of buying. Include the order token shown on your order page and a short description of the problem. You will hear back within one business day. Where a refund is agreed, the processor pushes it back down the route the money came in on. Banks vary, so allow roughly a working week or two before it lands.

Your rights under law

This policy works alongside the Terms of Sale and takes nothing away from rights the mandatory consumer law of your country gives you. Where that law is more generous than this page, the law applies.