Payment issues and chargebacks
Updated October 2026 · 2 min read
Duplicate, erroneous or unauthorised payments
These payments can be refunded after verification. Report the issue within 90 days and provide the name/email used for the order, the order ID, purchase date, reason and supporting evidence. A payment-provider notification alone is not a confirmed refund; wait for the actual review outcome.
Check the order summary before retrying a payment that appears pending. If you cannot tell whether a charge completed, ask support with the order reference rather than repeatedly placing the same order.
If a technical failure prevents access
A technical failure that prevents access for more than 48 consecutive hours may qualify for a refund, reset or replacement under the Refund policy. Report it within 30 days, including the affected account, error message and timing. This is a service-access condition, not compensation for a trading loss or a strategy result.
Refund requests are reviewed within 5–7 business days; approved refunds are processed within 10–14 business days through the original method and currency. The policy describes possible processing/conversion deductions.
Disputes and chargebacks
Contact support first so the transaction can be identified and reviewed. Chargeback abuse can lead to suspension, termination and purchase restrictions. This does not remove mandatory consumer rights or prevent a legitimate payment complaint.
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