TL;DR. First paid month on any plan, full refund on request — no reason needed — within 7 days. EU consumers additionally have a statutory 14-day right of withdrawal. For EA marketplace licences, refunds follow stricter rules because the software is delivered instantly (details below).
1. EU 14-day right of withdrawal
If you are a consumer residing in the European Union or the European Economic Area, you have a statutory right of withdrawal of 14 calendar days from the date of subscription, under Article L.221-18 of the French Code de la consommation (transposing Directive 2011/83/EU). You can exercise this right without giving any reason.
How it interacts with our Service
- For subscription plans (Pro, Premium): if you have started using the Service before the 14-day period expires, you may still be asked to pay a pro-rated amount for the time already used, but we currently waive that prorata as part of our 7-day commercial guarantee (see next section) for first-time subscribers.
- For EA marketplace licences: EAs are digital content that becomes accessible instantly at purchase. Under Article L.221-28 of the Code de la consommation, you lose the right of withdrawal once execution has begun with your explicit prior consent. At checkout you are asked to tick a box confirming this — you are free not to tick it, but the download will then be delayed until the 14-day period ends.
How to exercise the right of withdrawal
Email us at billing@nexustradestudio.com within 14 days of subscription, stating your unambiguous decision to withdraw. You can use the standard withdrawal form provided by the French public service, or simply write in your own words. We process the refund within 14 days of receiving your request, using the same payment method as the original transaction (typically Stripe).
2. Our 7-day commercial guarantee
Beyond statutory rights, we offer a voluntary commercial guarantee:
- Any first paid subscription (Pro or Premium, monthly or yearly): full refund within 7 days of the first charge. No questions asked.
- Available worldwide, whether or not you are an EU consumer.
- One refund per customer under this guarantee — it's for trying the Service, not a rolling privilege. Subsequent refunds are handled on a case-by-case basis.
If both this guarantee and the 14-day statutory right apply, you can rely on whichever is more favourable in your situation.
3. EA Marketplace refunds
Expert Advisors purchased through the marketplace are digital content delivered instantly. They are therefore subject to stricter refund rules. We consider refunds in the following cases:
- Major malfunction. The EA fails to run, crashes MetaTrader 5, or is clearly broken despite following the installation guide. We will work with the developer to fix it within 7 days; if it cannot be fixed, we refund.
- Material misrepresentation. The EA's behaviour materially differs from what its marketplace listing promises. Our review process aims to catch this before publication, but if you notice a discrepancy, report it at support@nexustradestudio.com.
- Duplicate purchase. If you accidentally subscribe to the same EA twice (same account, same plan), we refund the duplicate.
- Never downloaded. If you have not downloaded the EA binary or activated a licence on any trading account, you may cancel within 14 days for a full refund (EU statutory right still applies).
Not covered:
- Trading losses incurred while using the EA. The EA's listing explicitly warns that past performance does not guarantee future results, and trading carries risk of loss.
- Incompatibility with a specific broker or prop firm's rules when the EA's listing clearly states its supported environments.
- Change of mind after downloading and installing the EA. Digital content downloaded with explicit consent cannot generally be returned.
4. What is not refundable
- Second or later renewals of the same subscription. The 7-day commercial guarantee only covers the first paid cycle. You can cancel at any time to prevent the next renewal, but we do not refund a renewal that has already been charged unless you have a statutory right (see below).
- Fraud, abuse or Terms of Service violations. Accounts terminated for cause under our Terms of Service are not eligible for a refund.
- Chargebacks and bank disputes. If you open a dispute with your bank or card issuer without contacting us first, we consider the account in dispute until the bank rules. Accounts with an unresolved chargeback may be suspended.
5. How to request a refund
Email billing@nexustradestudio.com from the email address on your account, with:
- Your account email (if different from the sender).
- The invoice number or the date of the charge.
- A short note on what you'd like refunded and why (optional unless the 14-day statutory right requires a reason — which it does not).
For EA marketplace purchases, mention which EA and, if applicable, the MetaTrader 5 trading account on which you tried to use it.
6. Processing time
We confirm receipt of your request within 2 business days. Once approved, Stripe processes the refund to your original payment method. Typical timelines:
- Credit/debit card: 5 to 10 business days.
- SEPA Direct Debit: up to 14 business days.
- Wallets (Apple Pay, Google Pay): depends on the underlying card, typically 5 to 10 business days.
We cannot speed up your card issuer's processing, but we can provide you with the Stripe refund receipt for your records.
7. Cancelling vs refunding
Cancellation stops future charges. You keep access to the paid features until the end of the current billing period, then revert to the Free plan. No refund is issued for the current period. You can cancel yourself from Settings → Billing, or through the Stripe customer portal link on your invoices.
Refund is money returned to you for a past charge. It may or may not be combined with cancellation — for example, a refund under the 7-day guarantee cancels the subscription automatically.
8. EU online dispute resolution
If you are an EU consumer and we cannot resolve a dispute amicably by email, you can use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr. You can also refer the matter to a consumer mediator in your country before escalating to court.
9. Contact
Anything refund-related: billing@nexustradestudio.com. For broader legal questions, legal@nexustradestudio.com.
10. Relationship with the Terms of Service
This Refund Policy forms part of our Terms of Service. Where this document is more generous than the Terms, this document prevails.