Refund and Cancellation Policy
Contents
This policy is part of our Terms of Service. It applies to all paid subscriptions to Kalibre Markets products, including Kalibre Lab and its MetaTrader 5 add-ons. It does not reduce any right you have under consumer law.
Summary
- Subscriptions are monthly and renew automatically until you cancel.
- You can cancel at any time. You keep access until the end of the period you paid for and are not charged again.
- We do not refund a monthly period once it has started, and we do not give partial (pro-rata) refunds, except in the cases listed below.
- If you are a consumer in the EU, EEA or UK, you have a 14-day right of withdrawal that ends once you activate your licence, as explained below.
1. How to cancel
Go to your account page and choose to manage your subscription, or use the Stripe billing link we send with your receipts. Cancellation takes effect at the end of the current monthly period. You do not need to give a reason. If you have trouble cancelling, email [CONTACT EMAIL] before your renewal date and we will cancel for you.
Deleting your Kalibre Markets account also cancels your subscription at the end of the current period.
2. What happens when you cancel
Until the period ends, all paid features keep working. After that, Kalibre Engine stops opening new positions on live accounts but keeps applying the stop, target and exit rules of positions already open while it remains attached, and paid add-on downloads stop. Free parts of Kalibre Lab and the MetaTrader 5 Strategy Tester keep working. You remain responsible for your open positions.
3. When we give refunds
Apart from the right of withdrawal in section 4, we refund in these cases:
- Duplicate or mistaken charges. You were charged twice, or charged after you cancelled in time. Tell us within 30 days of the charge and we will refund the extra amount.
- Service failure on our side. A paid feature did not work because of a fault on our side that we could not fix within a reasonable time after you reported it. We will refund the affected period in full or in part, depending on how much of the period was affected.
- We stop or remove what you paid for. We discontinue a paid product, remove a paid feature that is a main reason for your subscription, end your subscription without cause, restrict access from your country for a reason other than your breach, or cannot provide the Services for more than 30 days because of events outside our control. We refund prepaid fees for the unused part of the period.
- The law requires it. Where consumer law gives you a right to a repair, price reduction or refund for digital content or services that are faulty or not as described.
We do not refund a period because you did not use the Services, forgot to cancel before renewal, changed your mind after the withdrawal period, or because of trading losses or results. If we end your subscription because you seriously breached our Terms, prepaid fees are not refunded unless the law requires it.
4. Right of withdrawal for EU, EEA and UK consumers
4.1 Your right. If you are a consumer living in the EU, EEA or UK, you may withdraw from a new subscription within 14 days of the day you bought it, without giving a reason.
4.2 Immediate access. The Services are digital content and services available straight away. At checkout we ask you to tick a box requesting that supply starts immediately and confirming that you understand you lose your right of withdrawal once your licence is activated. You cannot pay without ticking it. We keep a record of your tick, the time and the version of the Terms you accepted, and we confirm this in your receipt email.
4.3 When the right ends. "Activated" means the first time your licence key is accepted on a MetaTrader 5 account, which happens when you attach Kalibre Engine or Kalibre Bridge with your key. From that moment your right of withdrawal ends.
4.4 If you have not activated your licence. If you have not activated your licence, you can withdraw within the 14 days and receive a full refund.
4.5 How to withdraw. Email [CONTACT EMAIL] with a clear statement that you are withdrawing, or use the form below. To meet the deadline you only need to send your message before the 14 days end.
4.6 Renewals. The 14-day right applies to your first purchase of a subscription. A monthly renewal of the same subscription is a continuation, not a new purchase.
4.7 Model withdrawal form (you do not have to use it):
To: [FULL LEGAL NAME] (Kalibre Markets), [POSTAL ADDRESS], [CONTACT EMAIL]
I give notice that I withdraw from my contract for the following service: Kalibre Markets subscription ([PRODUCT]).
Ordered on: [DATE]
Name: [NAME]
Email address of the Kalibre Markets account: [EMAIL]
Address: [ADDRESS]
Date: [DATE]
5. Free periods and tester codes
If you start with a free period or a 100% discount code, you are not charged during that period. We email you before the first paid charge. If you do not want to continue, cancel before the date shown in that email. If you forget to cancel, you can ask for a full refund of that first paid charge within 14 days of the charge, as long as you have not used the paid licence since the charge (for example no MT5 activation and no use of paid Kalibre Lab features). We then cancel the subscription. After those 14 days, or once the paid licence has been used, this policy applies in the normal way.
6. How refunds are paid
Refunds go back to the payment method you used, through Stripe, in the same currency. We send them within 14 days of agreeing the refund (or of receiving your withdrawal). Your bank or card issuer may take a few more days to show it. We do not charge a fee for refunds.
7. Price changes
We email you at least 30 days before a new price applies to your subscription. If you do not accept it, cancel before the renewal on which it would first apply.
8. Payment disputes
If something looks wrong with a charge, please contact us first at [CONTACT EMAIL]; we can usually resolve it quickly. If a payment is disputed with your bank, we may suspend the licence linked to that payment until the dispute is settled. Your rights with your bank or card issuer are not affected.
9. Contact
Questions about billing, cancellation or refunds: [CONTACT EMAIL].