Refund & Cancellation Policy
This policy governs cancellations, refunds, and chargebacks for VortexTick subscription plans (currently the Standard Evaluation Pass and the Professional Live Suite). It is incorporated into and forms part of our Terms of Service. We drafted it to be read in five minutes and enforced exactly as written — no hidden exceptions in either direction.
1. Billing Mechanics
Subscriptions are billed in advance, monthly, on the calendar day you first subscribed, through our payment processor (Stripe). Your plan renews automatically each cycle until canceled. The price in effect at each renewal is the then-current published price for your tier, subject to the 30-day price-change notice in the Terms of Service.
2. Cancellation — Anytime, Effective at Cycle End
- You may cancel at any time from the billing panel in the terminal or by emailing billing@vortextick.com from your registered address.
- Cancellation takes effect at the end of your current paid billing cycle. You retain full access through that date.
- We do not prorate or refund partial months following cancellation, except as expressly provided in Section 3 or as required by non-waivable law in your jurisdiction.
3. Refunds We Do Grant
- First-purchase guarantee. If this is your first paid subscription on the account, you may request a full refund of your first monthly charge within 7 calendar days of that charge, no questions asked. One guarantee per person and per payment method, not per account.
- Duplicate or erroneous charges. Charges resulting from processor error, duplicate billing, or our misconfiguration are refunded in full upon verification.
- Extended outage. If the Platform's core execution services are unavailable for more than 72 consecutive hours due to causes within our control, you may elect a pro-rata service credit or refund for the affected period.
- Statutory rights. Where consumer-protection law in your jurisdiction grants non-waivable refund rights, those rights control to the extent of any conflict.
4. Refunds We Do Not Grant
Because the Platform is a software service delivered in full from the moment of access — and because we have no control over, or participation in, your trading results — we do not issue refunds for:
- Trading losses of any kind, including losses attributable to your configuration of automated features;
- Forfeited prop-firm evaluation fees or funded accounts;
- Dissatisfaction with market conditions, strategy performance, or third-party broker or data services;
- Failure to cancel before a renewal date (we will, however, refund a renewal charged within 48 hours before a cancellation request, once per account, as a courtesy);
- Periods in which your account was suspended for breach of the Terms of Service.
5. Tier Changes
Upgrades take effect immediately; the processor applies a prorated charge for the remainder of the current cycle. Downgrades take effect at the next renewal. Feature ceilings (such as concurrent broker integrations) adjust at the moment the tier change takes effect.
6. Chargebacks
If you believe a charge is wrong, contact billing@vortextick.com first — verified billing errors are refunded faster than any card dispute resolves. Initiating a chargeback on a charge that complies with this policy is treated as a material breach: we may suspend the account pending resolution and submit the audit trail (registration records, MFA session logs, and usage history) to the card network. Accounts with an upheld, policy-compliant charge reversed by chargeback are permanently closed.
7. How to Request a Refund
Email billing@vortextick.com from your registered email with the subject "Refund Request," the charge date, and the amount. Eligible refunds are approved within 5 business days and returned to the original payment method; the processor typically posts funds within 5–10 business days thereafter.
8. Changes to This Policy
We may revise this policy prospectively with notice as described in the Terms of Service. The version in effect on the date of a charge governs that charge.