Refund policy
Last updated: 16 October 2026
Our tools and courses are digital downloads. At checkout you agree that delivery can start straight away and that the 14-day right to cancel ends once the download or delivery starts. We still want you to get what you paid for, so we refund in these cases.
We refund in full
- Before delivery. Any tool order where we haven't yet sent your licensed file. Email us and we cancel it.
- If it doesn't work as described. If a tool won't install or run as described on its product page, or a course file is faulty or incomplete, and we can't fix or replace it within 14 days of you telling us.
- Duplicate payments. If you were charged twice for the same product.
We don't refund
- A change of mind after the download or delivery has started.
- Trading results, losses or missed trades.
- A tool not suiting your strategy, broker or platform where this was described on the product page before you bought.
- Not finishing a course.
Custom builds
Refunds for custom work follow the agreed specification: if we can't deliver what was specified, we refund the part of the price that relates to the work not delivered.
How to ask
Email thechartmechanics@outlook.com with your order number and what went wrong, ideally with a screenshot of any error in MetaTrader's Experts or Journal tab. We reply within 1 working day. Approved refunds are paid back to your original payment method by our payment provider. Our payment provider may also issue refunds under its own buyer terms.
This policy does not affect your statutory rights under the Consumer Rights Act 2015, which include a repair, replacement or refund for faulty digital content.