Refund & Cancellation Policy

What you are buying

A subscription buys access, for a fixed term, to a pool’s signals and its full published record — or, on a plan, to several pools. It does not buy a return, and it is not a deposit held on your behalf.

Cancelling

You can cancel any subscription at any time from Plans & billing in the console. Cancellation is immediate and needs no explanation, no phone call and no retention conversation.

Cancelling stops the subscription from renewing. Access continues until the end of the term you already paid for, and then simply lapses.

The general rule on refunds

Fees for a term that has started are not refundable on a pro-rata basis. If you cancel in month four of a six-month term, you keep access for the remaining two months; we do not refund them.

When we do refund

Refunds go back to the original payment method. We cannot redirect a refund to a different card or account.

When we do not refund

• Trading losses. A loss is not a service failure, and no part of this policy is insurance against one.
• Underperformance against a published record. Records are historical and your fills will differ. This is stated on every record page before you subscribe.
• Change of mind after signals have executed in your account.
• Failure to configure risk limits, or to use the kill switch when you intended to stop.
• Broker-side failure — rejected orders, margin shortfall, an expired or revoked API token, or an outage at your broker.
• Account closed by us for breach of the Terms & Conditions, market abuse or fraud.

What happens to your open positions

If you intend to be flat before cancelling, square off first and then cancel. The console shows open positions per pool on the My pools screen so you can check before you do it.

Failed payments and renewals

If a renewal payment fails we retry twice over five days and email you each time. If it still fails, the subscription lapses at the end of the paid term — signals stop, nothing is charged, and no penalty applies. You can resubscribe whenever you like at the then-current price.

How to request a refund

1. Email billing@tradecraftx.com from the address on the account.
2. Include the invoice number and one line on what happened.
3. We acknowledge within 24 hours with a ticket number.
4. We decide within 5 working days and tell you either way, with the reason.
5. Approved refunds are initiated the same day; your bank then takes its own 3–7 working days.

GST already remitted on a refunded invoice is refunded with it, and a credit note is issued.

Chargebacks

Please talk to us before raising a chargeback — it is slower for you than a direct refund and it freezes the account while the bank investigates. Chargebacks raised without contacting us first, where the service was delivered as described, may result in the account being closed.

If you disagree with our decision

Escalate. The path is published with turnaround times on the contact page: support desk, then the Compliance Officer, then the Head of Operations. Beyond us, you can take the matter to SEBI SCORES, to SMART ODR, or to a consumer forum under the Consumer Protection Act, 2019. Nothing in this policy removes that right.