Refund Policy

What you pay for is an evaluation service: access to a simulated account under a published rule set. This policy says when that fee can come back to you, and how the separate fee refund through rewards works.

1. The short version

• Before you place your first order on the account, you can ask for a full refund. We do not ask why.
• After your first order, the fee is not refundable. The service has been delivered: the account is live and the evaluation has started.
• A breached, expired or failed account is not grounds for a refund. Failing is one of the outcomes the fee buys.
• Some programs pay the fee back to you as part of a reward. That is not a refund of the purchase; it is a term of the program, described in section 4.

2. When we refund

| Situation | Outcome | | ---------------------------------------------------------------- | ----------------------------------------------------------------- | | You ask before placing your first order on the account | Full refund to the original payment method | | The account was never provisioned because of a fault on our side | Full refund, or a new account at your choice | | You were charged twice for the same order | The duplicate is refunded | | We terminate your access without cause under the Terms | Refund of the fee for any challenge you have not started to trade | | A coupon or discount was mis-applied in our favour | We refund the difference |

Refunds are made to the method you paid with. For a crypto payment, we refund in the same asset to an address you confirm, at the amount received; network fees and the price movement between payment and refund are not ours to carry, so the value in your local currency may differ.

Allow up to 10 business days for the refund to appear, and longer where the payment provider's own settlement cycle requires it.

3. When we do not refund

• The account breached, expired, was closed for inactivity, or failed the evaluation.
• You changed your mind after trading.
• You bought a reset and then breached the reset account.
• You bought an add-on and did not use its benefit.
• Your account was closed for conduct prohibited by the Terms, section 6.
• You cannot complete identity verification, where verification was a published condition of the reward rather than of the purchase.

A free trial is free, so nothing is refundable on it.

4. The fee refund through rewards

This is separate from a refund of your purchase, and it is a program term, not a guarantee.

Where a program includes it, the fee you paid for that challenge is added to a specific reward — for example, the first reward on a two-step account, or the third on a one-step account. The exact reward number is shown in the program's rules before you buy, and in your account's locked rules after you buy.

The fee refund is paid only if that reward is itself payable: the cycle must have reached its eligibility date, the account must be flat, identity verification must be complete, and the reward must clear the minimum amount. If the account never reaches that reward, the fee is not refunded.

5. Chargebacks

If you dispute a charge with your payment provider instead of asking us, we suspend every account you hold while the dispute runs, because the service was paid for and used. Raise it with us first — most disputes are about a rule calculation we can show you line by line.

6. How to ask

Open a ticket under Billing in the app, or write to support@f8ware.com from the address on your account, with the order number. We answer within 2 business days.