This policy says what happens to your money in each case. It is part of our Terms of Service. Nothing here limits rights that the law of your country gives you as a consumer.
| What happened | What happens to your money |
|---|---|
| You bought a plan or credits, and they were credited | No refund. Consumers in the EU, EEA and UK can withdraw within 14 days and pay for what they used (§3) |
| You paid for a next period that has not started | Full refund on request, until it starts (§4) |
| You paid less than 97% of the invoice | Not credited. Refund or credits, your choice (§5) |
| You paid more than the price | The order is credited. On request we return the excess if it is $5 or more (§5) |
| You paid again to the same address, at 97–110% of the current price | Applied as a normal purchase when nothing makes it ambiguous: another pack, or the next period |
| You paid again and it could not be applied by itself | Held for a person. Applied or refunded, your choice (§5) |
| Your paid next period was replaced by a later payment | We write to you: refund or credits (§5) |
| You paid an invoice we no longer keep | With the transaction ID: refund or credits (§5) |
| You paid after an invoice expired, while we still keep it | Credited as a normal purchase |
| You sent the wrong coin, or used the wrong network | No refund: the payment does not reach us (§5) |
| A model call failed | No credits are charged for it |
| The Service failed, or live trading was halted | A halt alone gives no refund. For a material failure: credits or a refund, at our discretion (§6) |
| You deleted your account | Your credits and paid period are deleted. No refund (§6) |
| We ended your access for a breach, fraud or sanctions | No refund (§6) |
| We closed the Service, or ended your access without a breach | We return the unused part of what you paid (§6) |
Plans and credit packs are non-refundable once they are credited to your account, except as described in this policy or where the law requires otherwise. A plan or pack starts when your payment is confirmed, or, for a next period you paid for in advance, when the current period ends.
If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you may withdraw from a purchase within 14 days of the day you paid, without giving a reason. The 14th day counts in full.
How to withdraw. Open Billing in the terminal and press Withdraw from contract, then confirm. We confirm the request by email at once, with its date and time. The button is shown according to where your connection comes from. If you are abroad or use a VPN and do not see it, you still have the right: write to [email protected] from the email address of your account. Deleting your account is not a withdrawal.
What you pay. Before an invoice is created, we ask you to request that your purchase starts as soon as payment is confirmed. If you made that request, we keep the share of the price that matches the credits you used before your request: price × credits used ÷ credits bought. If you did not make it, you pay nothing and we return everything you paid. Your remaining credits for that purchase are removed when we process the refund, and a plan ends then.
What is not covered. The button does not cover a purchase on which we have already recorded a refund, such as a returned excess: write to us instead (§8). A payment that was never credited falls under §5. If you withdraw from an upgrade, we work out with you how to return its value, because the plan before it cannot be restored automatically.
If you bought the same or a cheaper plan during a paid period, it waits until the current period ends. Until then you can ask for a full refund, and the next period is cancelled. If it starts while we handle your request, you still get the full refund, and the plan ends. Once it has started, it counts as a plan you have received (§2 and §3).
Failures. A failed model call costs no credits. A live-trading halt, or a mass close that we run under the Terms, is not in itself a reason for a refund. If the Service fails materially, we may grant credits or a refund, at our discretion.
Deleting your account. Your remaining credits and paid period are deleted with the account, and nothing is refunded. If a payment of yours is held, or you want to withdraw from a recent purchase, do that first: deletion also removes those records.
Termination. If we end your access because you breached the Terms, or on reasonable grounds of fraud, sanctions evasion or other unlawful activity, no refund is due. If we close the Service, or end your access for any other reason that is not your breach, we return the unused part of what you paid, unless the law forbids it. For a plan, the unused part follows the credits you have left of it.
Write to [email protected] from the email address of your account. Say what you are asking for and include the order ID or the transaction ID. You can ask about a payment under §4 or §5 for as long as we hold its record, which is until you delete your account. For an invoice we no longer keep, you can ask for as long as you can give the transaction ID.