Refund Policy

01Summary#

• New subscribers may request a full refund within 7 calendar days of their first paid charge if they have not made meaningful use of paid execution features.
• Renewals (monthly or annual) are not refundable except as required by law.
• Trading losses, slippage, exchange fees, and tax liabilities are never refundable. The subscription is for software access, not trading outcomes.
• Cancelling a subscription stops future charges; it does not refund the current period unless this policy or applicable law says otherwise.

02The 7-day first-time refund window#

You are eligible for a full refund of your first subscription charge if all of the following are true:

1. You request the refund within 7 calendar days of the charge date shown on your Stripe receipt;
2. The request is for your first subscription on the account (whether monthly or annual);
3. You have not made "meaningful use" of paid execution features. "Meaningful use" means any of:
   • submitting one or more confirmed manual trades through the Service;
   • running a Execution Engines in running status for any period during which it submitted one or more orders to your Exchange;
   • generating Pro API tokens that have been used.

Read-only use of Setups, viewing dashboards, configuring (but not running) a Execution Engines, and connecting an Exchange without trading do not count as meaningful use and do not disqualify you from a refund.

We reserve the right to refuse a refund if we reasonably believe the request is fraudulent or abusive, including (a) repeated signups under different identities to claim multiple refunds, or (b) a request that follows substantial use of execution features.

03Renewals#

After the 7-day first-time window, monthly and annual renewals are non-refundable except where applicable law requires otherwise (for example, certain consumer-rights regimes in the EU/UK that allow withdrawal within a statutory period for distance contracts).

If you cancel an annual subscription mid-term:

• you continue to have access through the end of the current annual period; and
• no pro-rata refund is issued.

We may, at our sole discretion, offer a partial refund or service credit for goodwill in unusual circumstances. Any goodwill refund is one-off and does not waive the policy.

04What is never refundable#

The following are explicitly outside this policy and outside any refund commitment:

• Trading losses — money you lost on any trade, executed manually or by Execution Engines, regardless of cause (including slippage, latency, bug, model error, exchange issue, network outage, or human error).
• Exchange fees — trading fees, withdrawal fees, network fees, funding rates.
• Taxes owed on gains you realised through trading.
• Third-party charges unrelated to your MyZiggy subscription.
• Subscription fees outside the 7-day first-time window, except where required by law.

The subscription buys access to software. It does not insure outcomes.

05Service outages and severe defects#

If the Service is unavailable or materially defective for an extended period in a way that prevents you from using paid features, you may request a service credit or a partial refund proportional to the affected period. We evaluate these requests case by case. There is no committed uptime SLA in this Policy; if a paid SLA is offered in the future it will be in a separate document.

A service outage does not entitle you to recover any trading loss that resulted from being unable to access the Service. Recovery is limited to the unused portion of the subscription period and is subject to the limitation of liability in the Terms of Service.

06How to request a refund#

1. Email support@myziggy.ai from the email address on your account, or open a request through Profile → Support → Refund.
2. Include: account email, date of the charge, Stripe receipt number, and a brief reason for the request.
3. We will respond within 5 business days.
4. If the request is approved, we will issue the refund through Stripe to the original payment method.
5. Bank-side processing typically takes a further 5–10 business days depending on your card issuer.

Refunds are paid in the original currency of the charge. We do not issue cash, crypto, or store-credit refunds.

07Cancellation vs. refund#

These are different actions:

You can cancel any time from Profile → Plan & Billing → Cancel, or via the Stripe customer portal.

08Chargebacks#

Please contact us before initiating a chargeback. Chargebacks involve fees and review effort and we will work in good faith to resolve any billing dispute. Initiating a chargeback for a charge that does not qualify under this policy may result in the suspension or termination of your account, and we may dispute the chargeback with our processor.

09Statutory rights#

Nothing in this Policy limits any non-waivable statutory right you have under the law of your jurisdiction (for example, EU/UK distance-selling and consumer rights, or rights under your state's consumer-protection law). Where a statutory right applies, it controls over any inconsistent term in this Policy.

10Changes to this Policy#

We may update this Policy. The version in effect on the date of your charge governs that charge. Material changes will be announced with at least 14 days' notice by email or in-app banner.

11Contact#

Refunds and billing: support@myziggy.ai
Legal: legal@myziggy.ai