Refund Policy
Clear conditions, stated before you pay.
Template document. Adjust the windows and conditions to match your commercial terms and consumer law obligations, then have it reviewed.
When you get a full refund
- We cannot deliver the account you paid for.
- We cancel your order before credentials are issued.
- You were charged twice for the same order.
- A pricing or product error on our side materially changed what you bought.
- You overpaid — the excess is returned to the sending address or credited, your choice.
When a refund is not available
- Credentials have been issued and the account has been logged into or traded.
- The account was closed for breaching a trading rule, including drawdown and daily loss limits.
- You changed your mind after the account was issued.
- Losses were made while trading the account.
- Funds were sent to the wrong address or on the wrong network, and are unrecoverable.
How to request a refund
Email support@tradecapitalmarket.online with your Order ID, the transaction hash, and the reason for the request. We respond within 2 business days and aim to process approved refunds within 5 business days.
How refunds are paid
Refunds are returned in the same cryptocurrency and on the same network used for payment, to the address the payment was sent from unless you ask otherwise in writing. Network fees are deducted from the refunded amount. Exchange-rate movement between payment and refund is not compensated.
Chargebacks and abuse
Attempting to reverse a completed transaction while retaining access to an issued account is treated as fraud and will result in the account being closed and future orders refused.
Need to raise a refund?
Have your Order ID and transaction hash ready — it speeds things up considerably.