What you buy
An evaluation is a digital service that starts when your credentials are sent. The fee pays for the account, the market data and the evaluation itself, not for any result. The terms of service describe the service; this page only describes refunds.
When a fee is refunded
- Within 14 days, before the first trade. If you have not placed any order on the account and you ask within 14 days of the purchase, we refund the full fee, including any option surcharge, to the original payment method.
- Duplicate charge. If the same product was charged twice by mistake, the duplicate is refunded as soon as we see it, at any time.
- Our error. If we could not deliver credentials within 24 hours of payment for a reason on our side, or if a platform outage on our side prevented any trading during the whole first week, you may choose a refund or a new account.
When a fee is not refunded
- After the first order is placed on the account, whatever its outcome. By placing an order you ask for the service to start immediately and you acknowledge that the right of withdrawal, where it exists, is lost once the service is fully performed.
- When the account fails an objective or breaches a rule, including the Max Loss Limit.
- For a reset: a reset is a new evaluation and follows the same 14-day, no-trade rule.
- When the account is closed for a prohibited practice, a chargeback or a failed identity verification.
- For a Direct account after its first order, since a Direct account is funded from that order.
Consumers in the European Union and the United Kingdom
If you are a consumer, you have a legal right to withdraw from a distance contract within 14 days. Because the service starts when credentials are delivered, we ask for your express request to start immediately at checkout and your acknowledgement that the right is lost once the service is fully performed. Placing a trade fully performs the evaluation service. The 14-day rule above matches that right.
Chargebacks
Open a chargeback only after contacting us at [email protected]. A chargeback on a delivered account is treated as a breach of the terms of service: the account and any funded account linked to it are closed and pending payouts are withheld until the dispute is resolved.
How to ask, and how long it takes
Write to [email protected] from the email address of your account, with the order number. We answer within 2 business days and refund within 5 business days of approval. The refund goes to the original payment method; card issuers and crypto networks may take longer to show it. Fees charged by your bank or by a crypto network are not refunded.
Payouts are not refunds
A payout is the share of simulated profit paid under the payout policy. It follows that policy, not this page.