Refund Policy

We build custom software to order. Once work begins, the time spent cannot be recovered or resold, so refunds work differently here than for an off-the-shelf product. This page sets out exactly where you stand.

01How payment works

Every project starts with a written specification and a fixed price, both agreed before any money changes hands. Payment is normally 50% to begin and 50% on delivery. Paying the deposit confirms that you accept the specification and this policy.

02When you get a full refund

• You cancel before we have started coding. The deposit is returned in full.
• We decline the project, become unavailable, or fail to deliver by the agreed date without a revised date you have accepted.
• You were charged twice, or charged the wrong amount.

03When you get a partial refund

• You cancel after coding has started. We refund the deposit less the value of the work already completed, assessed against the specification.
• The delivered code cannot be made to match the agreed specification, and we cannot fix it within a reasonable time. You are refunded for the part that was not delivered.

04When no refund is due

These are the situations that cause most disputes, so we state them plainly.

• The strategy did not make money. We are paid to turn your rules into working code, not to produce profitable rules. Trading results are never part of what we promise.
• You changed your mind about the strategy after the specification was agreed and the code was written to it. New requirements are quoted as new work.
• The code works but you no longer want it, or you never installed or used it.
• Backtest results differ from live results, or results differ between brokers, spreads, feeds or account types. These depend on your broker and market conditions, not on the code.
• The file was modified by you or another developer after delivery, or is being run on a platform, symbol or timeframe outside the agreed specification.
• A platform or third-party change — a MetaTrader build update, a Pine Script version change, a broker restriction — alters how the script behaves after delivery. We will quote to update it.
• Delivery is delayed by you, for example while we wait on information, files or account access we asked for.

05Revisions and fixes come first

Every project includes the number of revisions stated in your quote, plus 30 days of free fixes for anything that does not match the agreed specification. Most problems are a fix, not a refund. Please raise the issue with us before requesting money back — we would rather correct the work.

06How to request a refund

Email support@strategy2code.com within 14 days of delivery with your invoice reference, the specification point you believe was not met, and any screenshots or logs that show the problem. We respond within 3 working days, and approved refunds are issued to the original payment method within 7 to 10 working days.

Bank, gateway or currency-conversion charges are not refundable and are deducted from the amount returned.

07Chargebacks

Please contact us before raising a chargeback or payment dispute. Opening one without giving us a chance to resolve the issue ends any support obligation on our side and revokes your licence to use the delivered code.