Refund & Cancellation Policy

You never have to pay to find out whether PassTraq works for you. The Starter plan is free for as long as you want it (one prop account, CSV import and export, journal, rules dashboard and base analytics). Every new signup lands on Starter — no card, no charge, nothing to cancel, and no time limit. You upgrade to a paid plan only when you choose to, through Stripe checkout.

AI coaching, advanced analytics and strategy tools are on paid plans. The trading workbench, live market data and historical replay are also only available on a paid plan, because that surface depends on your own broker data entitlement — see the Terms of Service. Because you can evaluate the product for free first, refunds for paid plans are deliberately narrow, as set out below.

Trader, Pro and Quant are monthly subscriptions billed in advance by Stripe (currently Trader $19/mo, Pro $49/mo, Quant $79/mo; the price at checkout is authoritative). Each plan renews automatically at the end of every billing period at the price shown when you subscribed (or as later notified to you), until you cancel.

You can cancel at any time from Settings (the Subscription section), which opens your Stripe customer portal. There are no cancellation fees. Cancelling:

• stops the next charge — you will not be billed again;
• keeps your paid access until the end of the period you have already paid for; nothing is cut off early;
• then moves your account to the free Starter plan. Your accounts, trades, journals and other data stay exactly where they are — nothing is deleted when you cancel, although Starter’s plan limits then apply.

If a renewal payment fails, your account is placed in a past-due state and you will be asked to update your payment method before you can continue using your account. That screen opens the same Stripe portal, so you can also cancel there instead of updating your card; if the payment is never fixed the subscription is cancelled and the account moves to Starter.

Because you keep access until the end of the paid period when you cancel, we do not refund the unused remainder of a billing period. Cancelling on day 3 or day 29 of a month gives the same result: no further charge, access until the period ends. We also do not refund for time you were subscribed but did not use the product.

If you upgrade to a paid plan for the first time and it turns out not to be for you, email us within 7 days of your first charge and we will refund that charge in full. No questions asked — you do not need to give a reason (though feedback helps us improve). This is a firm commitment.

• It applies one time per customer, to the first charge of your first paid subscription only.
• Renewals, plan changes and any later subscription (including one taken out after a previous refund) follow the no-proration rule above and are not covered.
• The refund is issued through Stripe to your original payment method and typically appears within 5–10 business days (see “How to request a refund” below).
• When we issue the refund we cancel the subscription and your account returns to Starter immediately, with your data intact.
• Your statutory rights are unaffected and are covered separately below.

Regardless of the 7-day window, we will refund:

• Duplicate charges — if you were billed twice for the same period;
• Charges after a confirmed cancellation — if you cancelled through the portal and were still billed for a later period;
• Verified billing errors — for example being charged the wrong plan price, or being charged after we told you a charge would not occur.

Please include as much detail as you can (dates, amounts, the email on the account) so we can verify the charge quickly against Stripe.

• Renewals you forgot to cancel. Subscriptions renew automatically and it is your responsibility to cancel before the renewal date. That said, if you contact us we will cancel the subscription immediately on request so it does not renew again, and you keep access until the end of the period you have paid for.
• Downgrades part-way through a period. If you move to a cheaper paid plan mid-period, the difference is not refunded in cash. Any prorated adjustment is shown in the Stripe billing portal at the time you make the change and is applied to your future invoices.
• Accounts terminated for breach. If we close your account for a breach of the Terms of Service — for example redistributing market data or abusing the service — any remaining subscription time is forfeited and not refunded.

Email [email protected] from, or naming, the email address on your PassTraq account, and tell us briefly what happened. We will confirm receipt and normally respond within a few business days.

Approved refunds are issued through Stripe back to the original payment method. We cannot send a refund to a different card or account. Once issued, the money typically appears within 5–10 business days, depending on your bank or card issuer; we do not control that timing.

If you believe a charge is wrong, please contact us first — almost every issue is resolved faster by email than through a card dispute, and anything covered by the first-charge refund or “What we always refund” above we will refund without argument.

If you open a chargeback or payment dispute with your bank instead, we may suspend your account while the dispute is pending, and we may close accounts where a dispute is resolved in our favour. If a dispute is resolved in your favour we treat it as a refund and no further refund is owed for that charge.

Nothing in this policy limits any consumer rights you have under law that cannot be waived by agreement, including any statutory right to withdraw from a distance contract or to a refund for a service that is not provided as described. Where such a right applies it takes precedence over the terms above.

This policy forms part of our Terms of Service and should be read together with them and our Privacy Policy. We may update it from time to time; the effective date at the top of this page tells you when it last changed, and refunds are handled under the version in force when the charge was made. This policy is governed by the laws of the jurisdiction in which the operator is established, without regard to conflict-of-law rules.

Questions about billing or this policy: [email protected].