Refunds

A payment can be refunded when all of these are true:

1. It was paid no more than 7 days ago.
2. No trade has been placed on any of your bots since it was paid. A trade counts when the exchange accepted the order; a refused signal does not.
3. The plan it bought has not been renewed or upgraded since. A renewal adds its period after this one, and an upgrade credits this plan's unused days toward the new one - so once either is paid, this payment can no longer be refunded, even if the renewal or upgrade is itself refunded later. The renewal or upgrade can still be refunded under these same rules.
4. Your account still exists. Once an account is deleted, its payments can no longer be refunded - ask for a refund before you delete your account.

Refunds are not automatic. Contact support within those 7 days with the invoice number, and an operator checks these rules and approves it.

How much comes back

What you paid on chain for that invoice, and never more. If some of the invoice was paid from account credit, that part returns to your account as credit rather than being sent. Credit that arrived while the invoice was waiting to be paid and counted toward it, such as a gift card or referral credit, is part of what comes back as credit, never as a transfer. An invoice paid entirely from credit cannot be refunded at all, because there is nothing on chain to send back. Anything you overpaid was already credited to your account when it arrived, so it is not part of the refund and stays there as credit.

Where it goes

Back to the address the payment came from, on the same network and in the same token. If the invoice was paid by more than one transfer, it goes to one of the addresses they came from, normally the one that completed the payment - or the latest of them, if what completed it was a correction to your credit rather than a transfer.

What changes on your account

The plan period that invoice bought ends when the refund is approved:

• a first purchase ends, and you are back on Free - unless you had already paid for a plan to start after it, which then starts straight away for its full period instead;
• a renewal loses the period it added, and your plan ends when it would have without it;
• a plan waiting to start is removed;
• a plan change that has already started ends, and you are back on Free - any unused days of your earlier plan that were credited toward it stay on your account as credit - or on the plan you had already paid for to follow it, which starts straight away;
• an upgrade you had started but not paid is cancelled, because its price counted the unused days of the plan being refunded, and anything already sent toward that upgrade stays on your account as credit. A renewal you had started but not paid stays open.

The invoice is marked Refunded, and a credit note with a CN- number is issued against it. Its PDF, from your payment history, shows the credit note, the amount, the address it was sent to and the transaction once it is sent. You get an email once the refund is confirmed on chain.

Account credit on its own is never refunded or withdrawn, except in the two cases the Terms of Use name: we close your account for a reason that is not a breach of them, or we stop providing the Service.