Refund Policy
Last Updated: December 3, 2024
7-Day Satisfaction Guarantee
We stand behind PipMaster EA with a 7-day satisfaction guarantee. If you're not completely satisfied with your purchase, you may request a refund within 7 days of purchase, subject to the conditions outlined below.
1. Refund Eligibility
To be eligible for a refund, you must meet ALL of the following conditions:
- Timeframe: Request must be submitted within 7 days of your purchase date (not download date)
- Valid Reason: You must provide a legitimate reason for the refund request (technical issues, product not as described, etc.)
- Attempted Use: You must demonstrate that you attempted to install and use the EA as intended
- Support Contact: You must have contacted our support team to resolve any issues before requesting a refund
- No Violations: Your license must not have been terminated for violations of our Terms of Sale
2. Non-Refundable Situations
Refunds will NOT be granted in the following circumstances:
- Trading Losses: Refunds are not provided based on trading results, losses, or lack of profitability. Forex trading carries inherent risk.
- Changed Mind: Simple change of mind without a valid technical or product-related reason
- After 7 Days: Requests submitted more than 7 days after purchase will not be considered
- License Sharing: If you shared your license key or violated our Terms of Sale
- Broker Issues: Problems caused by your broker (spreads, execution, platform issues)
- User Error: Incorrect configuration, failure to follow installation instructions, or misuse of the EA
- Market Conditions: Unfavorable market conditions or periods of low profitability
- Chargebacks: If you initiate a chargeback with your payment provider instead of contacting us first
3. How to Request a Refund
To request a refund, follow these steps:
Step 1: Contact Support
Email us at support@pipmaster.com with the subject line "Refund Request - [Your Order Number]"
Step 2: Provide Information
Include the following in your email:
- Your full name and email address used for purchase
- Order number and purchase date
- Detailed reason for refund request
- Description of issues encountered
- Screenshots or error messages (if applicable)
- Confirmation that you contacted support before requesting refund
Step 3: Review Process
Our team will review your request within 2-3 business days. We may contact you for additional information or to attempt to resolve the issue.
Step 4: Decision
You will receive an email with our decision. If approved, your refund will be processed within 5-10 business days.
4. Refund Processing
Processing Time: Approved refunds are processed within 5-10 business days from approval date.
Refund Method: Refunds are issued to the original payment method used for purchase. We cannot issue refunds to different accounts or payment methods.
Bank Processing: After we process the refund, your bank or payment provider may take an additional 3-5 business days to credit your account.
Transaction Fees: Payment processing fees (charged by Flutterwave) are non-refundable. You will receive a refund of the product price minus any transaction fees.
License Deactivation: Upon refund approval, your license will be immediately deactivated and the EA will cease to function.
5. Partial Refunds
In certain situations, we may offer partial refunds at our discretion:
- Multi-License Packages: If you purchased a package with multiple licenses and only used some, we may offer a partial refund for unused licenses
- Technical Issues: If the EA worked for a period before encountering unresolvable technical issues
- Goodwill Gestures: In exceptional circumstances, we may offer partial refunds as a goodwill gesture
Partial refunds are evaluated on a case-by-case basis and are entirely at our discretion.
6. Chargebacks
Important: If you initiate a chargeback with your bank or payment provider without first contacting us, we reserve the right to:
- Immediately terminate your license and access to the product
- Ban your account from future purchases
- Pursue legal action for fraudulent chargebacks
- Report the incident to fraud prevention services
We encourage you to contact us first to resolve any issues. We are committed to fair and reasonable customer service.
7. Exchanges and Upgrades
Instead of a refund, you may be eligible for:
- Package Downgrade: Switch to a lower-tier package and receive a partial refund of the difference
- Package Upgrade: Upgrade to a higher-tier package by paying the difference
- Store Credit: Receive store credit for future purchases or updates
Contact our support team to discuss these options.
8. Technical Support First
Before requesting a refund, we strongly encourage you to contact our support team. Many issues can be resolved quickly with:
- Installation assistance and troubleshooting
- Configuration guidance and optimization
- Broker compatibility checks
- Strategy adjustments for your trading style
- Technical support for errors or bugs
Our support team is here to help you succeed. Contact us at support@pipmaster.com or via WhatsApp at +256 727 071 960
9. Refund Abuse
We reserve the right to refuse refunds to customers who:
- Have a history of excessive refund requests
- Attempt to abuse our refund policy
- Provide false or misleading information
- Use the product extensively before requesting a refund
- Violate our Terms of Sale or licensing agreements
We monitor refund patterns to prevent abuse while maintaining fair policies for genuine customers.
10. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website.
However, any changes will not affect refund requests for purchases made before the policy change. Your purchase is governed by the refund policy in effect at the time of purchase.
Important Reminder
Forex trading involves substantial risk of loss. PipMaster EA is a trading tool and does not guarantee profits. Refunds are not provided based on trading performance or losses. Please review our Risk Disclosure before purchasing.
Contact Us
For refund requests or questions about this policy:
Email: support@pipmaster.com
WhatsApp: +256 727 071 960
Please allow 2-3 business days for refund request reviews.
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