This Refund Policy explains when refunds are and are not available for products and services provided by TraderFrame Pte. Ltd. ("TraderFrame", "we", "us" or "our"). It forms part of, and should be read together with, our Terms & Conditions.
1. Digital Products and Services
Our products are digital software licences and related services. Unless otherwise required by applicable law, refunds will not be provided once a purchase order is confirmed and the product or service has been delivered, activated or made available to you.
2. Subscriptions and Renewals
Paid licences are offered on a recurring subscription basis. You may cancel your subscription at any time with effect from the end of the then-current billing period. It is your responsibility to cancel before a renewal date; TraderFrame is not responsible for charges resulting from a failure to cancel in time, and such charges are not refundable.
2A. Free Trials
Where a paid plan starts with a free trial, your card is collected when the trial starts and first charged when the trial ends. If you cancel before the trial ends, you will not be charged. Once the trial has converted into a paid subscription, section 2 applies.
2B. Agent Credit Packs
Agent credit packs are one-off purchases of credits for the AI Trade Agent. The credits are added to your account when your payment is received, and they are delivered at that point, so section 1 applies and they are non-refundable once purchased, except under section 3 or where the law requires otherwise. Purchased credits do not expire and remain on your account if your plan ends or changes.
3. Exceptions
Nothing in this Policy limits any non-waivable rights you may have under applicable consumer-protection law. If you were charged in error (for example, a duplicate charge) or experience a technical issue that we are unable to resolve, please contact us and we will review your case in good faith.
4. How to Request Support
Before requesting a refund, please contact us at support@traderframe.io or our contact form at www.traderframe.io/contact-us so our team can help resolve any issue with the product or service first.
5. Chargebacks
We ask that you contact us to resolve any billing concern before initiating a chargeback with your bank or card issuer. Unwarranted chargebacks may result in suspension of your account and licence.
6. Changes to This Policy
We may update this Refund Policy from time to time. The current version will always be available on our website with an updated "Last Updated" date.
7. Contact
Questions about this Refund Policy may be sent to support@traderframe.io or our contact form at www.traderframe.io/contact-us.