The policy.
Before the purchase.
Understand the published refund conditions for account fees, the untraded-account window and how to contact support.
An account fee is refundable within 14 days of purchase, as long as no trade has been placed on the account.
Place one trade and the window closes. That is the whole rule. The rest of this page is the detail.
What is refundable
- A programme account fee, within 14 days of payment, where no trade has been placed on the account.
- A duplicate payment, where you were charged twice for the same account.
- An overpayment on a cryptocurrency transfer, returned less the network fee.
- A fee for an account we close for our own reasons, where you have done nothing wrong.
- An untraded account you hold when we change these terms or the programme rules in a way you do not accept, as set out in the terms.
What is not refundable
- An account that has been traded, however briefly, and whatever the result. Once a trade is filled, you have had what you paid for.
- An account bought more than 14 days ago.
- An account closed for breaching the daily loss limit or the drawdown limit.
- An account closed for the conduct in section 9 of the terms, such as copy trading between accounts, group trading, feed abuse or account sharing.
- An account closed after 30 days without a trade.
- A payment you made to an address that was not the one on your checkout page, or in a coin we did not quote. We cannot recover those.
Losing money on an account is not a ground for a refund. Neither is changing your mind about trading after you have started.
How to ask for one
Open live chat with:
- The invoice number from your billing page.
- The cryptocurrency address you want the refund sent to, and the network.
We check the account for trading activity and answer within two business days. Where the refund is due, we send it once it is approved.
How a refund is paid
A refund goes back the way you paid. A card payment is refunded to the same card through Stripe; your bank usually shows it within 5 to 10 working days. A cryptocurrency payment is refunded in cryptocurrency to an address you give us, less the network fee for the transfer.
For a cryptocurrency refund we send the US dollar value that was quoted at checkout, converted at the rate when the refund is sent. Coin prices move, so the amount of coin you get back will not be the amount you sent.
Check the address before you send it to us. A transfer to a wrong address cannot be reversed by us or by anyone else.
Chargebacks
Cryptocurrency payments have no card issuer behind them and no chargeback route. Card payments can be disputed with your card issuer. If you think a payment went wrong, open live chat first: we will usually fix it faster than a dispute can. While a card dispute is open, we may pause the accounts that payment bought.
Payouts are not refunds
A Flip payout is an earned reward for completing programme objectives. Round 1 may equal your entry fee, but it is not an automatic refund. A legacy Instant payout is an earned profit share. Both remain separate from a consumer refund request and are covered by the programme terms.
Your statutory rights
Consumer law in some countries gives a buyer a cancellation right on a digital service that this policy cannot cut short, and it depends on where Mizora Partners Ltd is incorporated and where the customer lives. That is the same open question as the governing law clause in the terms. Once the jurisdiction is settled, this section must say which statutory rights apply and how they sit alongside the 14 day window above.
Nothing on this page takes away a right you have under the law of the country you live in.
Contact
Refunds and billing: Live chat.
Related pages: Terms, Risk disclosure, Privacy policy.