Refund Policy
1. 7-day refund — before download
You may request a full refund of your MTR FullSystemEA purchase within 7 calendar days of the Stripe receipt timestamp, no questions asked, ON ONE CONDITION: you have not yet downloaded the source-code ZIP. Once any successful download completes from the entitled link, the refund window closes automatically — source code is non-returnable property once delivered.
2. Why this is fair
Before downloading the ZIP you can read SALE_README, INVENTORY, BACKTEST_RESULTS, RISK_DISCLOSURE, and SETUP_GUIDE — the buyer manual is delivered via email link before the ZIP request. You have 7 days to read everything and decide. Once you click Download, the source code is permanently in your possession — refunding then would be an asset transfer, not a service refund. This is industry-standard for source-code sales (MQL5 Market, Envato source items, Gumroad code listings).
3. How to request a refund
Email support@pulltrade.app from the address you used at checkout. Include your Stripe session ID (cs_test_... or cs_live_... from the receipt). We will verify that no successful download has been recorded against your purchase, then issue the refund within 3 business days. Funds typically appear within 5–10 days depending on your bank. If a download IS on record, we will reply with the exact timestamp from our server logs.
4. Material defects — refundable any time
If the delivered ZIP fails verify_package.ps1 (SHA-256 mismatch), is missing files listed in INVENTORY.md, or fails to extract — contact us at any time, even after the 7-day window. We will either ship a corrected bundle at no charge or refund in full. Material defects bypass the no-refund-after-download rule because the file you received is not the file you bought.
5. Third-party issues are out of scope
Refunds do not cover losses or inconveniences caused by parties outside our control: broker spread changes, broker delisting of XAUUSD, VPS provider outages, MetaTrader 5 platform updates that change behavior, internet connectivity failures, or changes in your account margin. We will help you migrate to another supported broker or VPS at no charge.
6. One refund per buyer
We limit refunds to one per buyer identity: same email, same payment method, same billing address, or same IP-fingerprint cluster. Repeat refund attempts under different identities will be denied and may be referred to Stripe Radar as suspicious activity.
7. Chargebacks
If you initiate a chargeback through your card issuer after a download has been recorded, we will contest it with Stripe using the full evidence package: timestamped purchase receipt, download timestamp from our database, IP address and User-Agent recorded at download, and our refund policy you accepted at checkout. Stripe rules in the seller's favor on digital-goods disputes with this level of evidence in the majority of cases. Please email us first — disputes hurt both sides.
8. TradeLens Cloud subscription refunds
TradeLens Cloud is a monthly subscription and follows a different rule from the one-time source-code sale above. You are covered by a 7-day money-back guarantee on your FIRST month: email support@pulltrade.app within 7 calendar days of your first subscription charge and we will refund that charge in full, no questions asked. After the first 7 days — and for every renewal after the first month — charges are non-refundable, but you can cancel anytime from the Stripe customer portal or your account settings to stop all future charges; your access then continues until the end of the period you already paid for. We do not prorate partial months. If you were charged after cancelling, or charged an amount that does not match the plan you signed up for, contact us and we will refund the discrepancy.
9. All-Access Monthly refunds
All-Access Monthly is a monthly subscription that delivers downloadable source code, so it follows the download rule of the one-time sale rather than §8's. You are covered by a 7-day money-back guarantee on your FIRST payment, on one condition: you have not downloaded any file. Email support@pulltrade.app within 7 calendar days of your first charge and, if nothing has been downloaded on your account, we will refund that charge in full. Once you download anything the subscription delivers, the source code is delivered property and that payment is final — except for material defects (SHA-256 mismatch, missing files), which we fix or refund at any time. Renewals after the first month are non-refundable, but you can cancel anytime from your account settings or the Stripe customer portal to stop all future charges; your access continues until the end of the period you already paid for. We do not prorate partial months. Where we refund substantially all of a payment, your access ends with the refund and the subscription is cancelled. If you were charged after cancelling, or charged an amount that does not match the plan you signed up for, contact us and we will refund the discrepancy.
10. Contact
Questions? Email legal@pulltrade.app or use the in-app support widget.