1. The 14-day refund window
You may request a full refund of an evaluation fee within 14 days of purchase if no trade has been placed on that evaluation. "Trade" means any order that is filled, including a partial fill.
Once a trade is placed, the fee is non-refundable. At that point you have used the evaluation service you paid for, whatever the result.
2. What is not refundable
- Evaluations on which any trade has been placed.
- Requests made more than 14 days after purchase.
- Resets and add-ons once they have been used.
- Fees for accounts closed for a breach of the Terms of Use or the Trading Rules, including prohibited conduct, false information or an ineligible jurisdiction.
- The difference between a price you paid and a later promotional price.
3. How to request a refund
Email support@avenormarkets.com from the address on your account with your order number and the evaluation you want refunded. We confirm that no trade has been placed, close the evaluation and issue the refund to the original payment method. Refunds are not paid to a different card, account or person. Your bank or card issuer may take several business days to show the refund.
4. Duplicate and mistaken charges
If you were charged twice for the same order, or charged in error, contact us and we will refund the extra charge, whether or not the 14-day window has passed.
5. Chargebacks
Please contact us before disputing a charge with your bank. A chargeback or payment dispute for a service you received is a breach of the Terms of Use, and the related accounts may be closed and future purchases refused. If a dispute is resolved in our favour, accounts closed because of it are not reinstated automatically.
6. Your legal rights
Nothing in this policy limits any right you have under the consumer law that applies to you. Where the law gives you a right to cancel a digital service, you agree that the evaluation begins when you place your first trade, and that you lose the right to cancel from that point.