Refund Policy
Last revised: 4 October 2024Please note that the purchase of the license can be made throughout the world, so it is impossible to have a refund policy complying with the legislation of all jurisdictions. Therefore we grant the following rights to citizens all over the world, but will make any effort to meet broader rights according to the jurisdiction you live in.
What We Do Not Refund
Free Version
We do not grant any refund for the free version, for any reason. You don't pay for it and you don't provide any personal data, either, nor you are exposed to advertisements to access it.Free vs. Licensed Versions
We remind you that the only difference between the free and the licensed version of our software, Trading Conceiver, is the following:With the free version the user can run simulations only with the pre-loaded historical data, while with the licensed version the user can load his own historical data file.
If the Problem Is Present in the Free Version
That said, it means that you have plenty of opportunities to test our product, freely and with no time limits. For this reason, we do not grant any refund if the reason why you are asking the refund is evident even in the free version. It means that if the problem, the limits, the bugs you are experiencing are apparent in the free version, we don't grant a refund. It is your responsibility to make thorough tests on the free version to make sure it meets your needs and expectations, before deciding to purchase a license.Latest Version
We remind you, as well, that application updates to the latest version available are completely free of charge. The evaluation of the problem refers to the latest version available at the time of the complaint. Prior versions are not taken into consideration.Trial Feature
We remind you that we also provide a trial feature to test your historical file. With this feature, you can load your historical data and see if Trading Conceiver works properly with them. The only limitation of the trial feature is the following:With the trial feature, a simulation will be run with your historical data, but the algorithms used to compose the trading system and the indicators shown will be automatically selected.
If the Problem Is Present in the Trial Feature
Again, you have the opportunity to test if our product works with the historical data you intend to provide. For this reason, we do not grant any refund if the reason why you are asking the refund is systematically evident in the trial feature. It means that if the problem, the limits, the bugs you are experiencing are always present in launching the trial feature, we don't grant a refund. It is up to you to make thorough tests with the trial feature to make sure Trading Conceiver works with your historical data.Faults in Historical Data
Often, problems arise when the used historical data are faulty. 'Faulty' can mean anything, from missing to wrong data. Historical data might be faulty even if coming from reputable data providers. We don't grant refunds if the problems come from faulty historical data. Again, it is up to you to test thoroughly Trading Conceiver with the historical data from your provider.Prior Licenses
We can consider refundable only the current license, i.e. the one you are using, not prior licenses, already expired.Server Downtime
In order to install a license, Trading Conceiver needs to contact our server, which might be temporarily not available, because the uptime is never 100%.License Not Yet Activated
If you haven't activated the license yet, i.e. you haven't installed it on any computer yet, the downtime should not be a problem, because the validity period is counted from the moment you activate the license. If you can not activate your new license, it means that it retains all its period of validity. You can activate it as soon as our servers are up again. So, in general, we don't grant a refund if you experience a downtime of our server when you want to activate the license.We might reconsider this if the downtime is unreasonably long, though.
License Already Activated
If you have already activated the license, i.e. you already have installed it on at least one computer, it means that you are in the position to exploit it, on such computer(s). After all, usually licenses are linked to just one computer, and we think we have a pretty permissive license model, allowing for the installation on more than one computer. So in this case we do not grant any refund, not even for long downtime.What We Consider Refundable
Trading Conceiver doesn't work properly with your historical data
Admittedly, it might happen that the historical data you provide to Trading Conceiver could seem to work properly at first, but subtle issues could arise after a while. Moreover, with the trial feature you can't test all the algorithms provided by Trading Conceiver. So it can be the case that Trading Conceiver doesn't work properly with your historical data. In all these cases we deem the license cost refundable.Alternative to Refund
Before requesting a refund, we kindly ask you the courtesy to consider the possibility to contact us, through our privileged email address dedicated to cases like this, and describe the problem. We will do anything we can to solve the issue you are experiencing. It is in our own interest, too, because the same issue might impact other users as well, thus dissatisfying them.Extension of the Validity Period
Depending on the original validity period and the time already passed since activation, we could, at our sole discretion, extend your license period of validity upon solving the problem, to fairly compensate the issue. The intent from our part is always to do all we can so that you don't lose your money.Extra Free License
Usually, again at our sole discretion, we also grant an extra free license, to alleviate the inconvenience.When To Request a Refund - How Much Is Refunded
First 14 Days
We adopt the European Union directive on consumer rights. You have the right of withdrawal within 14 days from the purchase of the paid license without giving any reason. In that case, there will be a full refund, not later than 14 days from the day on which we are informed about your decision to withdraw.First Month
We extend the European directive, granting the right to withdraw for the first month since the purchase. We will grant a refund calculated at our sole discretion. Usually we reimburse the remaining validity period of the license, proportionally with respect to the total paid amount, pro rata temporis. Again, at our sole discretion, we might even accord more, partially reimbursing even the already utilized period of validity, depending on such factors as the duration of the purchased license, the time passed since the purchase and the kind of problem encountered.After the First Month
We are strongly driven by customer satisfaction, so you can definitely contact us after one month, throughout the validity period of the license you purchased. We will work hard with you to come to an understanding. Nothing is guaranteed, though.How to Request a Refund
Send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired, through our privileged email address. Although not strictly required, please send the email using the same email address of your account with Trading Conceiver, so that we can promptly identify you.The Debugger Report Is Strictly Required
Trading Conceiver comes with a Debugger tool. In order to request a refund, you must send us the report of the Debugger. See the manual for how to use the Debugger. The request for refund will be put on hold until we receive the Debugger report.What to Indicate in the Email
In order to evaluate whether you are eligible for refund, we need to reproduce the problems for which you are asking the refund for. So, please provide all the following information:- The reasons why you are asking for a refund.
For instance what is not working properly. - Attach one historical data file Trading Conceiver doesn't work properly with.
This way we can run a test with your data. - Attach the saved configuration for the Indicators and the Composer panels.
This way we can run the same simulation as yours. - Details of the purchase transaction.
So that we can identify the payment and refund you the right amount.