Traders Proxy refund policy
In plain English
If your platform can’t connect through us and support can’t fix it, we refund your first payment within 7 days on a monthly plan, or 14 days on a yearly plan or Founder 50. Renewals are not refunded. Stop renewal in your dashboard before your renewal date and you keep access to the end of the period you paid for. This doesn’t affect your rights under the Australian Consumer Law. To ask for a refund, ask support.
What happens when I cancel renewal?
Cancel renewal in your dashboard. We then tell Stripe, which handles our payments, not to renew when the current period ends, so the next charge isn’t taken. Your service runs until then.
| When you cancel renewal | What happens |
|---|---|
| On Solo, Duo or Desk | Each is charged when you subscribe. The paid period runs to its end, and the next one isn’t charged. |
| On Founder 50 | Founder 50 is one payment with no renewal, so there is no renewal to cancel. |
There is no pause, renewal is either on or cancelled. If your dashboard opens Stripe’s billing portal, click Cancel subscription there to stop renewal at the end of the current period.
Can’t sign in to your dashboard? Try your recovery code first. If you no longer have it, ask support before your renewal date. Axel checks it is you with your Stripe receipt number, the last four digits of your card, and the exact amount and date of the charge, and cancels renewal for you right away.
Cancelling renewal stops future charges. It doesn’t refund a charge already made, that is the next section.
Can I get a refund for a payment already made?
Note. The refund rule
If your platform can’t connect through us and support can’t fix it, we refund your first payment within 7 days on a monthly plan, or 14 days on a yearly plan or Founder 50. Renewals are not refunded. This doesn’t affect your rights under the Australian Consumer Law.
| Condition | Rule |
|---|---|
| A first payment | If your platform can’t connect through us and support can’t fix it, ask support within 7 days of your first charge on a monthly plan, or within 14 days of your first yearly payment or of a Founder 50 purchase, and we refund your first payment. |
| A charge taken because you couldn’t sign in to cancel | If you asked support before the renewal date because you couldn’t sign in, we cancel the renewal and refund the charge in full. |
| Who can ask, and for which payments | The account holder who paid, for any case in this table. |
| A renewal, or a part-used period | Renewals, monthly or yearly, and partly used periods are not refunded. Stop renewal in your dashboard before your renewal date and you keep access to the end of the period you paid for. A charge taken in error, or after you asked support to cancel, is refunded. |
| A service fault | If our server in your broker’s city stops working and we can’t fix it, and no other city works with your broker, ask support. We refund the part of your paid period you couldn’t use. |
| A charge made twice or by mistake | Any duplicate or mistaken charge is refunded in full as soon as we verify it in Stripe. |
| If we suspend or close your account | If we close an account for a breach of the terms or acceptable use policy, payments already made are not refunded. If we close an account without a breach by you, we refund the unused part of your paid period. |
| A charge you dispute with your bank | If you dispute a charge with your bank, we may suspend your account until the dispute is settled. Ask support first and we can refund an eligible charge right away. |
| Founder 50 if the service closes | Founder 50 is a one-time purchase for as long as Traders Proxy runs the service. If the service closes, refunds are limited to what the Australian Consumer Law requires. |
| The currency a refund is paid in | US dollars (USD), the currency in which plans are billed. |
How do I ask for a refund?
Ask support, on the contact page or in your dashboard. Say which payment you mean. Axel checks it is you with your Stripe receipt number, the last four digits of your card, and the exact amount and date of the charge, verifies eligibility against our refund rules, and issues eligible refunds through Stripe immediately. Never send your full card number, payments are handled by Stripe, and we never see or store your card number. support@tradersproxy.com receives legal notices only. It doesn’t reply.
Axel checks every request against our rules and answers right away in your dashboard or on the contact page.
If a refund is made, Stripe returns it to the card or account you paid with. Stripe says the credit appears about 5 to 10 business days later, depending on your bank. Stripe adds that a refund made soon after the charge can show as the charge dropping off your statement, with no separate credit.
Which terms and consumer rights also apply?
The terms of service cover billing and cancellation too, and section 4.2 of the terms follows the same refund rule as this page. Traders Proxy is run by Jonathan in Brisbane, Australia. Who runs Traders Proxy is on our About page.
This doesn’t affect your rights under the Australian Consumer Law. Nor does anything on this page limit a mandatory right you hold under the consumer law where you live.
Billing and cancelling, in full