Refund Policy

The general rule

Once a payment is confirmed and the position transfers to you, the payment is final. You received exactly what you paid for: the position, at the published price, at that moment.

Being knocked off afterwards is not a defect. It is the product. There is no refund for buyer's remorse, for holding a position briefly, or for being outbid seconds later.

When we do refund

We refund in full, without argument, when:

• You were charged twice for the same takeover.
• A technical failure on our side took your payment without transferring the position.
• The payment processor errored or double-captured.
• The payment was made without the cardholder's authorisation.
• We suspended or removed your position for a reason that was not your fault.
• An administrator approves an exception on the facts of your case.

Somebody got there first

If another user takes the position between you opening checkout and your payment confirming, you do not get the position and you are refunded in full, automatically. We will not transfer you a position at a price that is no longer the price, and we will not charge you for something somebody else already bought.

You do not need to ask for this refund. It is issued by the system as part of processing your payment.

How to ask

Contact support with the transaction reference from your payment history. We aim to answer within two business days, and approved refunds return to the original payment method within ten business days.

Chargebacks

Please talk to us before raising a chargeback. It is faster. Accounts with fraudulent chargebacks are suspended and their positions released.