Refund Policy

1.Nature of the Product

Our product is a digital software product. Upon receipt of payment, the EA file (.ex5) and the license key are automatically sent to your email address and may be used immediately. Because digital products cannot be returned in the same manner as physical goods, refunds are granted only under the specific conditions set out below.

2.Conditions Under Which No Refund Is Available

• You find the EA unsuitable, change your mind, or decide not to use it.
• Trading losses, including partial or total loss of capital, incurred while using our EA.
• Trading results differ from backtests, simulations, Live Monitoring Accounts, or the results of other users.
• Errors on your part, such as selecting the wrong broker, account type, MT5 account number, package, or EA settings.
• Problems caused by your broker, VPS, internet connection, or MetaTrader 5 settings.
• A license that has already been activated where the EA is operating normally in your account.

3.Conditions Under Which a Refund May Be Available

• Duplicate payment: you are charged more than once for the same order. Any excess payment will be refunded in full.
• License not delivered: payment has been successfully made, but you have not received the EA file and license key, and we are unable to remedy this within 3×24 hours of your report.
• The EA cannot operate due to a problem on our side, for example, a malfunction of our license server that we are unable to remedy within 7 days of your report. Issues falling under section 2 are not covered here.

4.How to Request a Refund

Send an email to supportphoenixscalper@gmail.com no later than 7 days after payment, including:

• the order code and the email address used at checkout;
• a description of the problem you experienced;
• supporting evidence, such as proof of payment or screenshots of the error message.
• We will review your report and endeavor to resolve the problem first. If the problem cannot be resolved within the time limit in section 3, the refund will be processed.

5.Refund Process

• Funds will be returned to the payment method you used, no later than 14 business days after the refund is approved. The time it takes for the funds to reach your account or card also depends on your bank or payment provider.
• The amount refunded will be the amount you actually paid after all deductions, such as discounts, partner codes, or promo codes.
• Once a refund has been processed, the license for the relevant order will be deactivated and the EA may no longer be used.

6.Chargebacks

If there is a problem with your purchase, please contact us first before submitting a transaction cancellation (chargeback) to your bank or card issuer. While a chargeback is pending, the license associated with the transaction may be temporarily deactivated by us. If the chargeback is granted, the license will be permanently deactivated.

7.Your Statutory Rights

This Policy does not diminish your rights as a consumer, which are guaranteed under the laws and regulations in force in the Republic of Indonesia.

8.Contact

Questions regarding this Policy may be sent to supportphoenixscalper@gmail.com.