Refund policy

1. The core position

All plan payments are non-refundable once paid. When you subscribe, we commit the full cost of your access on our infrastructure, your onboarding, and any setup or configuration work assigned to you. That work is delivered whether or not you go on to use the platform, so a refund would leave us out of pocket with no way to recover.

We are not a business that relies on holding customer money. We ask for payment once, up front, and we ask for it because we have already committed resources on the strength of it.

2. We will consider a refund in these circumstances

The service was materially unavailable or defective

and you raised it with us promptly and gave us a reasonable opportunity to fix it.

We were unable to deliver what you paid for

for example, where we cannot provide the integration or market access we contracted to provide.

Duplicate or incorrect payment

for example, you were charged twice, or charged for a plan you did not intend to buy. Contact us and we will resolve it promptly.

As a gesture of goodwill

where we choose to. This is discretionary, is not an admission of liability, and does not set a precedent for other requests.

3. We will not refund

because you did not make money

a subscription is for access to software. Investment outcomes are governed by markets, by the strategy you supply and by the execution you authorise — not by us. Losing money is not a ground for a refund.

because you expected different results

where the platform performed as described and as contracted.

after substantial use

where credentials have been used, or a strategy has been run, paper-traded or exported.

for suspension or termination for cause

where you have breached our terms of use, in particular our acceptable-use provisions.

after the term has partly elapsed

where you have used the service for part of the term and stop. A plan is bought for its duration.

4. Renewals and cancellations

Plans are sold for a fixed term. If you wish to continue after that term, a new plan must be purchased. Cancelling stops the next renewal; it does not create a refund of the term already paid for.

5. Your legal rights are unaffected

This policy does not limit any right you have under the Consumer Protection Act 2019 or any other applicable law. Where a statutory right of cooling-off or refund exists and cannot be excluded, it prevails. If you believe we have acted unfairly, escalate to our grievance officer and, if still unresolved, you may approach the appropriate consumer forum.

6. How to raise a refund request

Email info@trademetrix.tech with your registered email address, the plan, the date of payment and the reason for the request. We will respond within 14 business days. Payments are refunded by the original method and may take a further 5–10 business days to appear depending on your bank.