1. Purpose and Scope
This policy outlines the process for clients seeking refunds or cancellations related to Trading Tech Tools services.
Refund & Cancellation Policy
Understand how Trading Tech Tools manages requests for refunds and cancellations.
2. Eligibility for Refunds
Refund eligibility is assessed based on service utilisation, onboarding status, and compliance with agreed engagement terms.
3. Request Submission
Clients must submit refund or cancellation requests in writing to [email protected] with supporting details.
4. Verification Process
Upon receiving a request, we verify the client’s identity, service level, and timeline to ensure accurate evaluation.
5. Assessment Criteria
We consider service delivery milestones, adherence to usage guidelines, and any outstanding commitments before making a determination.
6. Timelines
We strive to provide an initial response within five business days and finalise outcomes within fifteen business days.
7. Partial Service Adjustments
Where partial services have been delivered, we may offer alternative solutions such as service credits or revised timelines.
8. Non-Refundable Scenarios
Refunds are generally not provided for fully delivered services, unauthorised platform access, or breaches of our Terms of Use.
9. Cancellations by Trading Tech Tools
We reserve the right to suspend or cancel services in cases of misuse. We will communicate reasons and, where applicable, propose remedial steps.
10. Client Responsibilities
Clients must cooperate during investigations, provide accurate information, and fulfil any outstanding obligations.
11. Changes to Engagements
Requests to modify service scope are handled via new statements of work or amendments mutually agreed in writing.
12. Dispute Resolution
Disputes are addressed through good-faith discussions. If unresolved, they may be escalated according to the dispute resolution clause in our Terms of Use.
13. Policy Updates
We may update this policy to reflect operational changes or regulatory requirements. Updates will be published on this page.
14. Contact
For further clarification, contact our billing team at [email protected] or +27 11 234 5678.