Legal

Refund Policy

We bill simply and refund fairly. This policy explains when refunds are available, how billing works, and how to request a refund.

1. Scope

This policy applies to fees you pay for MarketCortex (the “Service”) and complements our Terms and Conditions. Payments are handled by a third-party payment provider; depending on the provider, it may act as the merchant of record, and its terms may also apply to your purchase. Fees charged by brokers, exchanges, or other venues you connect through MarketCortex are subject to those parties' own terms — we cannot refund what we did not collect.

2. Free trial

New accounts may start a 7-day free trial. The trial includes one demo account with read/write access and one live account with read-only access; live-account write access is not enabled during the trial by default. No payment method is required to start; if you subscribe during the trial, billing begins when you subscribe.

3. Subscriptions & cancellation

Monthly subscriptions can be cancelled at any time and take effect at the end of the current billing period — you keep access through the period you have paid for. We do not pro-rate refunds for partial periods unless cancellation is due to a material breach by us.

Within 7 days of your first paid subscription, you may request a full refund for any reason. After that 7-day window, refunds for monthly subscriptions are provided only where required by law.

4. Annual prepayments

Within the first 7 days of an annual purchase, the full-refund guarantee in Section 3 applies. Between day 7 and day 30, you may cancel for a refund of the unused portion, less any applied annual discount. After 30 days, an annual subscription is non-refundable and remains active through the paid term, after which it does not renew.

5. Usage & overage charges

Where your plan includes usage-based or overage charges, they are billed in arrears for actual consumption.

6. Refunds for confirmed service defects

We refund charges caused by a confirmed defect in the Service — for example, duplicate orders due to a routing bug, or billing or metering errors confirmed by our team.

7. Service availability

Standard MarketCortex Cloud plans are provided without a service-level agreement (SLA) or uptime guarantee. Where your order form states an uptime target, service credits for missing that target are your sole and exclusive remedy for unavailability, on the terms set out in that order form.

8. What isn't refundable

• Trading losses, missed opportunities, or market-data fees paid to third parties.
• Outages caused by upstream venues, brokers, the public internet, or your own infrastructure.
• Charges incurred during a period of confirmed misuse, market abuse, or breach of our Terms.
• Promotional credits and trial usage that were never paid for.

9. Payments & how refunds are issued

Payments and refunds are processed through our third-party payment provider. Approved refunds are returned to your original payment method. We aim to issue approved refunds within 5–10 business days; the time for funds to appear depends on your bank or card provider and is outside our control.

10. How to request a refund

Email billing@marketcortex.io from your account-owner address with your account identifier, the payment reference (or the email used for the subscription), and a brief reason. We aim to respond within two business days.

11. Contact

Billing questions: billing@marketcortex.io