Refund Policy
Last updated: Effective Date
We want you to be confident in your purchase. This page explains when refunds are available, how to request one, and what the limits are.
Quick summary
| Situation | Refund? |
|---|---|
| First-time purchase, requested within 7 days, no significant use of paid features | ✅ Full refund |
| First-time purchase, requested within 14 days under EU/UK consumer cooling-off rights | ✅ Full refund (see below) |
| Subscription renewal | ❌ No refund — cancel before the next renewal |
| You've run more than 5 optimisation studies (Web App or desktop) or received live trades via the dashboard | ❌ No refund |
| Annual plan, requested mid-year | Pro-rata refund for unused full months only, minus 1 month admin fee |
| Charge disputed via chargeback first | ❌ Account terminated, no refund considered |
1. Standard 7-day refund (first purchase only)
If you bought a StratOS subscription for the first time and you decide it's not for you, we'll refund the most recent payment in full provided all of the following are true:
- The request reaches Support Email within 7 calendar days of purchase
- You have not run more than 5 optimisation studies, started more than 1 workflow, or received more than 5 live webhook trades through the Trading Dashboard
- You have not downloaded or used any Elite-tier setfiles
- You agree to revoke your licence (we'll remotely invalidate it), uninstall the apps, and have your Web App workspace deleted
This is a goodwill policy on top of any statutory rights. We process refunds within 5 working days of approval.
2. EU / UK consumer cooling-off rights
If you are a consumer (not a business buyer) located in the UK or EU, you have a 14-day cancellation right under the Consumer Contracts Regulations 2013 (UK) or equivalent EU directive. To exercise this:
- Email Support Email within 14 days of purchase with the subject line "Cancellation under Consumer Contracts Regulations"
- We will refund within 14 days of receiving your request
⚠️ Important exception: by activating your licence and accessing the digital content (e.g. downloading the apps or unlocking the optimiser), you expressly waive your 14-day right under Regulation 37(1)(a). You can choose to wait 14 days before activating to preserve this right, but most customers will start using the product immediately — which is fine, just removes the 14-day cancellation. The 7-day discretionary refund above still applies.
3. No refunds for renewals
When your monthly or annual subscription renews, you've already received use of the prior period. Renewals are not refundable. To prevent a future renewal:
- Open your Whop account dashboard
- Find your StratOS subscription
- Click "Cancel subscription"
You'll keep access until the end of your current billing period. We send a renewal reminder email 7 days before each renewal so you have time to cancel if you change your mind.
4. Annual plans
If you purchased an annual plan and want a refund mid-year:
- Within the first 14 days: handled under the standard rules above
- After 14 days: we'll refund the value of complete unused months remaining, minus a 1-month administrative fee. Example: 6 months into a £120 annual plan → £120 ÷ 12 × 6 = £60 owed, minus £10 admin fee = £50 refund
This reflects that annual plans are sold at a discount to monthly.
5. Chargebacks
A chargeback is when you dispute a charge with your bank or card issuer instead of asking us for a refund. Please email us first — we're a small team, we respond quickly, and we resolve most issues in 24 hours.
If you initiate a chargeback without first contacting us: - Your StratOS account will be suspended immediately - Your licence will be revoked - You will not be eligible for future purchases - We may pursue recovery of the disputed amount plus chargeback fees through legal channels
Filing a chargeback for a legitimate, working subscription is considered payment fraud.
6. How to request a refund
Email Support Email with:
- The email address you used to purchase
- The approximate purchase date
- The reason you're requesting a refund (helps us improve the product)
- Your Whop order number if you have it
We respond within 1 working day. Approved refunds reach your card within 5-10 working days via Whop.
7. Disputes
If you disagree with our refund decision, you can:
- Reply to our email with additional information
- Contact Whop Support directly (Whop's own buyer-protection programme may apply)
- For UK consumers, contact the relevant Alternative Dispute Resolution body or Citizens Advice
- For EU consumers, use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/
8. Changes
We may update this policy. Material changes will be notified by email at least 14 days before they take effect. Refund requests are handled under the policy in force at the time of your purchase.
Contact
Support Email Company Name, Registered Address