Refund & Cancellation Policy

This Refund & Cancellation Policy is issued by Trades Replay (the “Company”, “we”, “us” or “our”), operating out of Bhopal, Madhya Pradesh, India, and applies to every subscription and payment made for the Trades Replay software (the “Service”). It is a legally binding part of our Terms of Service and must be read together with them. By subscribing to, paying for or using the Service, you expressly accept this Policy in its entirety.

1. The Free Beginner Plan Is Your Evaluation Window

We do not run a time-limited trial, because we do not need one: the Beginner plan costs nothing, does not expire, and never asks for a payment method. On it you can:

• create an Account and use the Service without giving us any payment details at all;
• build Sessions, replay genuine historical market data bar by bar, and place simulated trades;
• use the drawing tools and indicators, and read the analytics, statistics and journal;
• judge for yourself whether the interface, the data, the speed and the workflow suit you.

2. General Rule — Fees Are Non-Refundable

Once a subscription charge has been processed, all fees for that billing period are final and non-refundable. Subject only to Sections 5 and 6 below — and to the two narrow cases in the Terms where we ourselves change or end the Service (Section 15.2, a material adverse change to a paid plan you are in; and Section 17.3, our terminating for convenience), each of which carries its own pro-rata refund — this applies regardless of:

• whether you actually used the Service after the charge;
• whether you forgot to cancel before a renewal;
• whether the charge came as a surprise to you, your partner or your accounts team;
• whether your circumstances, your job or your interest in trading have changed;
• whether you found another product you prefer;
• whether the Service's features, data coverage, instruments or speed fell short of your subjective expectations — the free plan was the time to test that;
• whether your simulated results, statistics or backtests were what you hoped for. We sell software that runs a simulation; we do not sell an outcome, a profit, a win rate, or a passed evaluation of any kind (see the Risk Disclosure);
• whether you used more or fewer of your plan's allowances than you expected;
• whether you misunderstood the plan's contents, its price, its billing cycle or its automatic renewal at the time of purchase;
• whether you were temporarily unable to use the Service because of something on your side — your network, your browser, your device, your credentials;
• whether you cancel part-way through a paid period;
• whether you upgrade or downgrade mid-term;
• whether you are no longer the person who authorised the purchase.

No pro-rated refunds. If you cancel on day 3 of a monthly period or day 20 of an annual one, your access continues to the end of that paid period and no refund is issued for the unused remainder. At the end of the period the subscription simply does not renew.

3. Automatic Renewal — Cancelling in Time Is Your Responsibility

All paid subscriptions renew automatically at the end of each term — monthly for a monthly plan, annually for an annual plan — charging your payment method at the then-current published price, until you cancel. This is disclosed to you at the point of purchase and in Section 7.3 of the Terms.

You can cancel at any time, in two ways: from the Subscription page in your Account settings, or by emailing support@tradesreplay.com from the address on your Account — one line is enough. We action an emailed cancellation within two (2) business days and always before your next renewal. Cancelling takes effect at the end of the current paid period; you keep full access until then. We never make you complete a survey, give a reason, or speak to anyone to cancel.

As a courtesy we aim to send a reminder before an annual renewal. That reminder is a courtesy, not a condition of the renewal, and the following are not grounds for a refund:

• “I did not receive the reminder” — email delivery depends on your own inbox, filters and spam classification, which are outside our control;
• “I forgot to cancel”;
• “My card was renewed or updated automatically and I did not expect the charge to go through”;
• “I was travelling, ill or unavailable when the charge occurred”;
• “I no longer have access to the email address I signed up with”.

4. What Is Expressly Non-Refundable

For the avoidance of doubt, and except as required by Section 5, the following are non-refundable in all circumstances:

• the unused portion of any term, on any cancellation;
• unused capacity — sessions, indicators, retention span or any other allowance. Allowances do not roll over and do not convert into refund credit;
• a downgrade from a higher-priced plan to a lower-priced one part-way through a term;
• accounts we terminate for breach of the Terms, including breach of the acceptable-use rules in Section 5 of the Terms, fraud, abuse, multi-account evasion or non-payment;
• amounts charged because of your own error — the wrong card, the wrong billing details, or subscribing to a different plan or cycle from the one you meant;
• taxes, GST, VAT or duties already collected and remitted to a tax authority by Paddle;
• payment-processing fees, foreign-exchange conversion fees or any other charge imposed by Paddle, your bank or your card issuer;
• your own costs of using the Service — your time, your team's time, your internet or hardware, or any third-party subscription;
• any real trading loss, missed opportunity or cost of any kind incurred in any live market, which is never refundable and never our liability (Section 19 of the Terms);
• service interruptions, degradations or maintenance windows lasting less than 48 consecutive hours, which are within ordinary industry expectations and are not a failure to deliver;
• dissatisfaction with historical market data — its accuracy, its coverage, its gaps or its differences from another provider's — which is disclaimed in Section 9 of the Terms and is testable for free before you buy;
• features that were labelled beta, preview or experimental at the time you subscribed.

5. Your Statutory Rights, and Paddle's Buyer Protections — These Come First

Nothing in this Policy removes a right you have by law. Our order process is conducted by our Merchant of Record, Paddle.com Market Limited, and every purchase of the Service is also governed by Paddle's Buyer Terms and Paddle's Refund Policy. Where this Policy, Paddle's policy and your local law differ, the highest level of rights applies.

In particular, and without limitation:

• EU / EEA / Switzerland / United Kingdom: consumers have a 14-day right of withdrawal for digital purchases. Important: for digital content and services supplied immediately, that right is lost once supply has begun with your express prior consent and your acknowledgement that you thereby lose it. Because access to Trades Replay is granted immediately on payment, you give that consent and acknowledgement at checkout, and the withdrawal right ends at that point to the extent the law permits.
• Turkey and Israel: a 14-day statutory withdrawal period, subject to the equivalent immediate-supply rules.
• South Korea, Brazil, Canada and China: a 7-day cancellation right.
• Singapore: a 5-day cancellation window.
• India: your rights under the Consumer Protection Act 2019, including the right to approach a Consumer Disputes Redressal Commission in respect of a deficient service, are preserved to the extent they cannot be waived by contract.
• Australia: nothing here excludes a guarantee that cannot be excluded under the Australian Consumer Law.

Separately from any statutory right, Paddle operates its own discretionary refund window of up to 14 days from purchase. A decision under that window is Paddle's alone, is made case by case on the nature and usage of the product, and is not something we control, promise or can guarantee. Paddle may decline a request where it sees evidence of fraud or refund abuse.

6. Our Own Narrow Exceptions

On top of Section 5, and notwithstanding Sections 2 to 4, we will consider a refund in the following specific circumstances and no others:

6.1 Duplicate or accidental charge

If your payment method is charged more than once for the same subscription period — for example the same monthly plan debited twice within a short window — we will arrange a refund of the duplicate on production of documentary evidence (a bank or card statement showing both identical charges). The subscription stays active on the original charge.

6.2 Service not delivered at all

If, after a successful payment, we fail to give you access at all, or the Service is completely unavailable to you for more than seven (7) consecutive days because of a fault solely on our side, and you opened a support request within that period which we failed to resolve, you may request a refund of the current period's fee. This exception does not apply to: a partial outage; a degraded but usable Service; a fault in a third-party provider (Paddle, our host, a data provider); a force-majeure event under Section 22 of the Terms; or anything resolvable at your end by ordinary troubleshooting.

6.3 Goodwill window — 48 hours from a first charge

Entirely at our discretion and as a goodwill gesture rather than a legal right, we may refund a first subscription charge if all of the following are true: you email support@tradesreplay.com within forty-eight (48) hours of that charge; the charge is the first you have ever paid us; and you have made no substantive use of the paid tier since it (no new Session created, no backtest run, no paid-tier capacity consumed). This goodwill window is available once per customer, ever. It does not apply to renewals, to a second account, to an upgrade, or to a repeat request.

6.4 Refunds required by law

We will issue a refund wherever one is required by applicable mandatory law — see Section 5. We may require reasonable evidence of the statutory basis relied on before processing it.

7. How to Request a Refund

If you believe your situation falls under Section 5 or Section 6, follow this process exactly:

1. Email support@tradesreplay.com from the email address on your Account.
2. Use the subject line: Refund request — [your account email].
3. Include, in the body:
   • your Paddle transaction or invoice ID, from the receipt Paddle emailed you;
   • the date and amount of the charge;
   • the specific clause you are relying on — 5 (statutory / Paddle), 6.1, 6.2, 6.3 or 6.4;
   • supporting evidence — a statement showing a duplicate charge, or the support-ticket reference for a service failure.

We acknowledge within 3 business days and give a decision within 15 business days. A request that does not follow this process, does not identify a clause, lacks evidence, or comes from an address that is not the one on the Account may be declined without further review.

8. Chargebacks and Payment Disputes

Raising a chargeback without first using our refund process is a material breach of the Terms, and we reserve the right to:

• terminate your Account immediately and delete your data, regardless of how the chargeback is eventually decided;
• defend the chargeback with Paddle and your card issuer, providing evidence including these policies, your acceptance of them, your account and login history, and your usage records, to show the Service was delivered as agreed;
• recover from you any chargeback fee our payment processor imposes on us, together with reasonable costs of recovery;
• report the chargeback to the fraud-prevention services used by the card networks, which may affect your ability to purchase from other merchants;
• permanently block the account email, payment method and associated details from opening any future Account with us;
• pursue recovery in the courts at Bhopal, Madhya Pradesh, India, under Section 23 of the Terms.

9. Cancelling Without a Refund

You may cancel at any time without requesting a refund. On cancellation:

• your subscription does not renew at the end of the current paid period;
• you keep full access to your plan until that period ends;
• your Sessions, backtests, statistics and settings stay intact until then;
• at the end of the period your Account reverts to the free Beginner plan, subject to its limits; Sessions in excess of those limits may become read-only, and are not deleted by the downgrade itself;
• if you instead ask us to close the Account entirely, your data is retained for 30 days and then permanently deleted, as set out in Section 11 of the Privacy Policy.

No refund is issued for the unused part of a period on cancellation. If you want your access to stop sooner than the end of the term, simply stop using it; we will not refund the difference.

10. If We Approve a Refund

• Processing time: typically 7–14 business days from approval for the credit to appear, depending on your bank.
• Method: the original payment method only, reversed through Paddle. We cannot refund to a different card, account or payment service.
• Amount: limited to the principal subscription fee. Taxes already remitted, processing fees and currency-conversion costs are not recoverable and may be deducted.
• Effect on your Account: a refund terminates the subscription immediately. Access ends at once, and your data is then handled under the retention rules in the Privacy Policy.
• Not an admission: approving a refund is not an admission of fault, liability or breach on our part.

11. Currency and Exchange Rates

Our prices are set in United States Dollars (USD). If your payment was converted into another currency, the refunded amount may differ from what you originally paid because exchange rates move between the date of payment and the date of refund, and because your bank may apply its own conversion charge. We are not responsible for, and do not compensate for, any such variance. Paddle processes refunds at its then-prevailing rates.

12. Changes to This Policy

We may modify this Policy at any time. Changes apply to subscriptions started or renewed after the effective date; a subscription already running is governed by the version in force at the time of its most recent charge. We update the “Last updated” date at the top of this page for every material change. The current version is always at https://tradesreplay.com/legal/refund.

13. Governing Law and Disputes

This Policy is governed by the laws of the Republic of India, and any dispute arising out of it — including whether a refund is owed, whether an exception applies, or the amount of one — is subject to the dispute-resolution provisions in Section 23 of the Terms of Service, including the courts at Bhopal, Madhya Pradesh, India and our right to elect arbitration.

Your right to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act 2019, or an equivalent consumer forum in your own country, is preserved to the extent it cannot be waived by contract. You agree that, before doing so, you will complete the process in Section 7 and allow us 15 business days to respond.

14. Contact

• Company: Trades Replay
• Email: support@tradesreplay.com
• Subject line for a refund request: Refund request — [your account email]
• Merchant of Record: Paddle.com Market Limited — the seller of record for every purchase, and the party that processes any refund
• Business location: Bhopal, Madhya Pradesh, India

Questions about this document? Email support@tradesreplay.com. These documents are published in English. Any translation is provided for convenience only; in the event of a conflict, the English version governs.