Refund Policy

This Refund Policy ('Policy') governs all refund requests made in connection with subscriptions and fees paid to Trading Layer ('Company', 'we', 'us', 'our') for access to the Trading Layer platform and related services ('Services'). This Policy forms part of our Terms and Conditions, which are available at https://trading-layer.com/legal/terms-and-conditions. By using our Services, you agree to this Policy.

1. SUBSCRIPTION PLANS AND FEES

Trading Layer offers subscription-based access to the Platform under the following plans. All prices are displayed in United States Dollars (USD) and are subject to change in accordance with our Terms and Conditions.

Subscriptions are available on a monthly or annual billing cycle, as selected by the User at the time of registration or as subsequently modified in the account settings. Annual subscriptions may be offered at a discounted rate. Custom plan pricing is determined on a case-by-case basis following consultation with our sales team.

2. PAYMENT GATEWAYS

Trading Layer processes payments through the following third-party payment gateways, depending on your location and the payment method you choose:

• Paddle.com — primary payment processor for most regions; subject to Paddle's refund and merchant of record policies;
• Stripe.com — used for certain payment methods and regions; subject to Stripe's terms and policies;
• Ziina.com — available for users in the UAE and MENA region; subject to Ziina's terms and policies.

The payment gateway used for your transaction will appear on your invoice and payment confirmation. Refunds are always returned to the original payment method used at the time of purchase, via the same payment gateway through which the transaction was processed. The Company does not process refunds outside of these gateways.

3. TRADING VOLUME FEES

In addition to Subscription fees, the Company may charge a fee calculated as a percentage of the trading volume generated through Telegram bots connected to a User's account ('Volume Fee'). This fee is determined by the User's plan and any applicable custom agreement.

3.1 Non-Refundable Nature of Volume Fees

Volume Fees are charged in arrears based on actual trading activity that has already occurred within the Platform. Because Volume Fees correspond to services already rendered and trading activity already executed, they are strictly non-refundable under all circumstances, except in the case of a demonstrable billing error made by the Company (e.g., a technical miscalculation of the applicable percentage or volume).

3.2 Billing Error Claims

If you believe a Volume Fee has been calculated incorrectly, you must submit a written claim to support@trading-layer.com within fourteen (14) calendar days of the fee being charged, including full details of the discrepancy. Claims submitted after this period will not be considered. The Company will review all claims and respond within thirty (30) calendar days.

4. REFUND ELIGIBILITY — WHAT IS COVERED

We want our Users to be satisfied with the Platform. Refunds of Subscription fees may be granted in the following circumstances:

All refund decisions are made at the sole discretion of the Company following a review of the request and the applicable circumstances. Eligibility does not guarantee approval in every case.

5. WHAT IS NOT ELIGIBLE FOR REFUND

The following are expressly excluded from refund eligibility:

6. REFUND REQUEST PROCESS

To submit a refund request, please follow the steps below:

6.1 How to Submit

Send an email to support@trading-layer.com from the email address associated with your Trading Layer account. Your email must include:

• Your full name and the email address registered on your account;
• Your Trading Layer account ID or username;
• The date and amount of the charge for which you are requesting a refund;
• The payment gateway through which the charge was processed (Paddle, Stripe, or Ziina), if known;
• A clear description of the reason for your refund request;
• Any supporting documentation (e.g., screenshots of billing errors, proof of duplicate charge).

6.2 Incomplete Requests

Refund requests that do not include all required information may be delayed or denied. The Company may request additional information from you to complete the review, in which case the review period will not begin until all requested information has been received.

6.3 One Request per Transaction

Each refund request must relate to a specific charge or billing period. A single request may not cover multiple transactions unless they form part of the same demonstrable billing error.

7. REVIEW AND PROCESSING TIMELINES

All refund requests are processed according to the following timeline:

Total maximum time from submission to receipt of refund: up to sixty (60) calendar days. The Company will make reasonable efforts to process approved refunds as quickly as possible. Actual refund receipt times may also depend on your bank or payment provider's processing times, which are outside the Company's control.

8. REFUND METHOD AND AMOUNT

8.1 Original Payment Method

All approved refunds will be credited back to the original payment method used at the time of purchase (credit card, debit card, or other method as applicable). The Company does not issue refunds via alternative methods such as bank transfers, cryptocurrency, or third-party accounts, unless no other option is technically available, in which case the Company will contact the User to agree on an alternative.

8.2 Refund Amount Cap

The maximum refund amount that the Company will issue in any case is strictly limited to the amount actually paid to and received by Trading Layer for the relevant charge. The Company will not refund:

• Payment processor fees or transaction fees charged by Paddle, Stripe, Ziina, or any other payment gateway;
• Currency conversion losses or foreign exchange differences;
• Bank charges incurred by the User;
• Any amount exceeding what was actually received by the Company for the specific charge in question.

8.3 Partial Refunds

Where only part of a charge qualifies for a refund (for example, in the case of a partial billing error), the Company will refund only the qualifying portion.

8.4 Currency

Refunds will be processed in the same currency as the original charge. The Company is not responsible for any currency conversion losses that may occur between the date of the original charge and the date of the refund.

9. FREE TRIAL

New Users are eligible for a ten (10) day free trial upon registration and provision of valid payment credentials. No charge is made during the free trial period.

Upon expiry of the free trial, your chosen Subscription plan will activate automatically and your payment method will be charged. If you do not wish to be charged, you must cancel your account before the free trial period ends. Instructions for cancellation are available in your account dashboard and in the Terms and Conditions.

10. CHARGEBACKS AND DISPUTES

We strongly encourage Users to contact us at support@trading-layer.com before initiating a chargeback or payment dispute with their bank or card issuer. Most concerns can be resolved directly and more quickly through our refund process.

If you initiate a chargeback or payment dispute without first contacting us, the Company reserves the right to:

• Immediately suspend or terminate your account pending resolution of the dispute;
• Provide the payment gateway and your bank with documentation contesting the chargeback, including evidence of service rendered;
• Permanently terminate your account upon confirmation of an unjustified chargeback.

If a chargeback is found to be unjustified and is reversed, the Company reserves the right to reinstate the charge and/or apply an administrative fee to cover costs incurred.

11. CHANGES TO THIS POLICY

The Company reserves the right to modify this Refund Policy at any time. Changes will be posted at https://trading-layer.com/legal/refund-policy and, where material, notified to existing Users by email with a minimum of fourteen (14) days' notice before the changes take effect. Your continued use of the Services after the effective date of any changes constitutes acceptance of the revised Policy.

Refund requests will be assessed under the Policy in force at the time the relevant charge was made, not the Policy in force at the time the request is submitted.

12. CONTACT US

All refund requests and related enquiries must be submitted in writing to: