Refund Policy

The rule

You may request a full refund within 7 days of purchase, provided you have not yet activated a licence for the product on any MetaTrader broker account. Once a licence has been activated, the purchase is final and non-refundable, even if you are still inside the 7-day window.

Our products are downloadable software that begins working the moment it is licensed. Activating a licence binds the product to a broker account, at which point the Expert Advisor can analyse the market and place live trades on your behalf. That is the point at which the product has been fully delivered and used, and it cannot be returned in any meaningful sense.

We therefore treat licence activation, rather than download or elapsed time, as the moment the sale becomes final. If you buy and then decide the product is not for you, you have seven days to tell us, so long as you have not licensed it.

How we verify this

Licence activations are recorded automatically against your account, including the date each broker account was first added. We check that record when assessing a refund request. We do not rely on your word or ours. The timestamp decides it.

What we always refund

The rule above governs change-of-mind requests. Separately, and regardless of licence status or the 7-day window, we will always make good on the following:

• Duplicate or accidental charges: if you were billed twice for the same product, we refund the duplicate in full.
• Non-delivery: if you paid and did not receive access to the product, and we cannot resolve it for you, we refund in full.
• Charges you did not authorise: report these to us and we will investigate and refund where the charge is not legitimate.

What is not refundable

• Any product for which a licence has been activated on a broker account.
• Requests made more than 7 days after purchase.
• Trading losses. The software is a tool; market outcomes are not a defect. See our Risk Disclaimer.
• Dissatisfaction with performance results, where the product functions as described.
• Free products, giveaways and promotional items, which carry no purchase price to refund.

EU and UK customers

If you are a consumer in the European Union or the United Kingdom you normally have a 14-day right to withdraw from a purchase of digital content. That right is lost once supply of the digital content begins with your express consent and your acknowledgement that you thereby lose the right of withdrawal.

By activating a licence you give that express consent and acknowledge the loss of the withdrawal right. If you have not activated a licence, your statutory 14-day right applies in full and overrides the 7-day period described above. The period that is more favourable to you is the one that applies.

How to request a refund

Email contact@synapsedynamix.com from the address you purchased with, and tell us what you bought and why you would like to return it. You do not need an order number. We can find your purchase from your email address.

We aim to respond within two business days. Approved refunds are returned to the original payment method, and typically appear within 5–10 business days depending on your bank or card issuer.

Before you dispute a charge

If something has gone wrong, please contact us first. A chargeback filed without contacting us costs us the disputed amount plus a fee even when the claim is not upheld, and it will result in your licences being deactivated. Almost every problem we see is resolved faster by email than by a bank dispute.

Subscriptions

You can cancel a subscription at any time from your account. Cancelling stops the next payment; it does not refund payments already taken, and your access continues to the end of the period you have paid for.

Subscriptions are billed monthly or quarterly in advance, and renew automatically until you cancel. We do not pro-rate a partly used period.

If a payment fails we allow a short grace period while your bank is retried. If it is still unpaid after that, access ends.

Ownership credit

Payments you make on a subscription build up as credit toward buying the same product outright, up to that product's once-off price. The credit is a discount on a future purchase. It is never paid out in cash and has no value on its own.

Each subscription payment is recorded against the products your plan covers. On a combined plan the payment is divided between those products in proportion to what they cost separately. Signals has no once-off price, so the part of a payment covering Signals is not credited. On a Signals-only plan, half of each payment is credited toward whichever Expert Advisor you later buy.

Credit is forfeited if the subscription covering that product has been inactive for more than 90 days. Your account page shows the current figure at all times, and that is the figure applied at checkout.

If a subscription payment is refunded or charged back, the credit it produced is reversed.