The first subscription payment
A customer can request a full refund within 14 days of the first subscription payment, once per customer. Applicable mandatory consumer rights take precedence, including any country-specific distance-service cancellation requirements. This is separate from the no-card trial.
Cancelling renewal
Provide self-service cancellation at any time. Access continues to the paid-through date and the next renewal is stopped. An email reminder is sent three days before each scheduled renewal charge. Cancelling does not create a new charge after the cancellation has taken effect.
Renewal payments and corrections
There is no routine partial-month refund for renewals. Correct duplicate, erroneous or post-cancellation charges. A statutory entitlement, billing error or applicable consumer remedy is not overridden by the routine renewal policy.
How to request help
Use the customer’s account email and identify the invoice or subscription at [email protected]. Do not send card details or broker credentials.
Upgrades and downgrades
An upgrade is immediate after its prorated difference is clearly shown and accepted. A downgrade takes effect at the next renewal. Preserve records and let the customer choose which configurations remain active under the lower entitlement.
Failed payments and access
After a failed payment there is a seven-day grace period, then the account moves to read-only access. Moving to read-only access does not close existing broker positions.
Strategy fee settlement and disputes
Cancellation does not reset strategy loss recovery or the persistent high-water mark. Only the eligible attributable strategy profit under the fee policy can be charged. Suspend a disputed fee during investigation; do not automatically withdraw brokerage funds.
Account closure and data
Before confirming account closure, offer data export and explain retention and deletion, including invoices, legal records, backups and provider limits. Closing an account, stopping renewal and revoking a broker connection are distinct actions.
Country-specific rights
Mandatory consumer rights in the countries served are preserved, including any applicable UK distance-service cancellation rights. This refund policy does not displace them.