1. Overview
This policy explains when MultiFunded refunds fees and how requests are handled: purchase refunds, technical issues, payment errors, chargebacks and the fee refund paid with approved rewards. It forms part of our Terms & Conditions.
2. General principles
Important
Fees cover operating costs such as technology, staff, platform access and operations. They are not deposits, investments or trading capital, and are non-refundable except as set out in this policy.
2.1 When a refund may apply:
- technical issues that prevent access to a purchased service;
- duplicate, erroneous or unauthorised payments;
- cancellation within 14 days of purchase, if the account has not been accessed;
- the fee refund in Section 3.4;
- exceptional circumstances, at MultiFunded's sole discretion.
2.2 Not refundable (except under Section 3.4):
- programmes that have been accessed or started;
- failed evaluations, including those ended by a rule breach;
- losses or poor trading performance;
- change of mind after activation;
- services already delivered or completed.
3. By programme
In short: an untouched account can be refunded within 14 days. After that, your fee comes back through approved rewards.
3.1 Evaluations.
- 14-day window: a full refund may be requested within 14 days of purchase, if the trading account has not been accessed, activated or logged into.
- Technical issues: if a verified technical issue blocks access for more than 48 consecutive hours, you may receive a refund, reset or replacement, at our discretion.
- Rule breaches: accounts closed for breaching trading rules, including loss limits or prohibited strategies, are not refundable.
3.2 Simulated funded accounts. Programme fees are not refunded when a simulated funded account closes for a rule or loss-limit breach, or when you close it yourself after activation. Section 3.4 governs the fee refund.
3.3 Pay After Pass. You pay $9.99 to start. The remaining programme fee is charged only when you pass; if you do not pass, it is never charged and nothing more is owed. The $9.99 counts as an evaluation purchase under Section 3.1.
3.4 Fee refund. Where your programme includes a refundable fee, shown at purchase, the programme fee is refunded automatically with an approved reward on that simulated funded account:
| Programme | Fee refunded with |
|---|---|
| 3rd approved reward |
| 4th approved reward |
| 5th approved reward |
- 1-Step Standard
- 1-Step Pro
- 2-Step Standard
- 2-Step Pro
- 3-Step
Fee refunded with: 3rd approved reward
- Pay After Pass
Fee refunded with: 4th approved reward
- Instant
Fee refunded with: 5th approved reward
No separate request is needed, and nothing in Section 2.2 limits this refund.
4. How to request a refund
4.1 Send your request through the Contact page (topic: Billing) or by email to [email protected], within the time limits in Section 8.1. Include:
- the full name and email on your account;
- your order number or transaction ID;
- the purchase date;
- the reason for your request;
- supporting evidence, if any.
4.2 What happens next:
- Review: 5–7 business days.
- Decision: sent by email.
- Approved refunds: processed within 10–14 business days.
- Paid to: your original payment method, in the original currency.
5. Special cases
5.1 Technical issues. Tell support straight away, with details, and give us time to investigate. A refund may be considered if we cannot fix the issue within 48 hours.
5.2 Duplicate payments. Refunded once verified.
5.3 Unauthorised charges. Contact us immediately. Verified unauthorised charges are refunded after investigation.
6. Chargebacks
Important
A chargeback filed without contacting support first may lead to account suspension, termination of services and restrictions on future purchases.
Before filing, contact support, allow reasonable time to resolve the issue, and provide the information we ask for. If a chargeback is filed after services were delivered, we may recover the amount and restrict future access. Your mandatory consumer rights are not affected.
7. Partial refunds
In limited cases — services partly used, unused portions, programme downgrades or changes, or goodwill — we may offer a partial refund, at our sole discretion.
8. Limits and time limits
- Refunds never exceed the original purchase amount.
- Processing or currency conversion fees may be deducted.
- Repeated requests for the same service may be refused.
- Refunds are paid in the original purchase currency.
8.1 Time limits:
| Request | Time limit |
|---|---|
| Evaluation purchase, account not accessed | 14 days from purchase |
| Technical issue | 30 days from reporting it |
| Duplicate, erroneous or unauthorised payment | 90 days from the transaction |
Evaluation purchase, account not accessed
14 days from purchase
Technical issue
30 days from reporting it
Duplicate, erroneous or unauthorised payment
90 days from the transaction
9. Alternatives to a refund
9.1 Resets. In some cases, we may offer an evaluation reset instead of a refund. Pay After Pass also has a paid reset after a loss-limit breach, for 40% of the programme fee.
9.2 Programme transfer. Moving to another programme or account size may be possible, subject to the price difference.
9.3 Service credits. In some cases, we may issue service credits instead of a refund.
10. Contact
For refund requests or questions about this policy, email [email protected], use the Página de contato or start a .
- Support: [email protected]
- Support hours: Monday to Friday, 9:00–18:00 UTC
11. Updates to this policy
We may change this policy. Changes are posted here with a new "Last updated" date, and continued use of the Service means you accept them. Updates never reduce the refund rights on purchases made before the change, including the fee refund in Section 3.4.
