Refund policy

The short version

• You can cancel and get a refund within 14 days of buying, as long as you have not started the download.
• If a product is faulty, does not work or is not as described, we will fix it, replace it or refund you, whenever you tell us.
• Our products are digital and are yours to use as soon as you download them. At checkout you ask for the download to start straight away and confirm that you lose the right to cancel once it starts, so after you start the download a change-of-mind refund is not given.

Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders, so refunds are processed by Paddle.

How to ask for a refund

1. Go to paddle.net, look up your order with the email address you bought with, and choose Request refund. You can also use the link on your receipt email.
2. Or email hello@brightdragonsystems.com with your order number, and we will help.

A request to cancel before you have started the download is refunded in full. After that, a change-of-mind refund is not given, but your rights if the product is faulty or not as described are not affected. Refunds go back to the payment method you used. Once a refund is made, your licence to use the product ends and you must delete any copies you downloaded.

If something is wrong with a product

If a product does not work, is not as described, or will not download, email hello@brightdragonsystems.com first. We will fix it or send a replacement. If we cannot, or not within a reasonable time, you will get a refund, even after 14 days. These are your rights under the Consumer Rights Act 2015, and nothing in this policy takes them away.

Your legal right to cancel

If you are a consumer in the UK, you normally have 14 days to cancel a purchase. For digital content, that right ends once the download or access starts, if you agreed at checkout to receive it straight away and acknowledged that you would lose the right to cancel (Consumer Contracts Regulations 2013, regulation 37). If you have not downloaded or used the product, you can cancel within 14 days for a full refund.

When we may refuse

We will refuse a refund where there is evidence of fraud or refund abuse, for example buying, downloading and refunding products repeatedly.

Subscriptions

You can cancel a subscription at any time through paddle.net or the link in your receipt email. Cancelling stops the next renewal, and you keep access until the end of the period you have paid for.

If you cancel within 14 days of first subscribing and have not used the software, you can ask for a full refund. Later renewal payments are not normally refunded, but if you are charged for a renewal you did not intend, contact us promptly and we will look at it fairly. Faulty software is always covered, as above.

Services (strategy testing, software builds and diagnostics)

If you buy as an individual, wholly or mainly outside your trade, business, craft or profession, you can cancel within 14 days of the day you accept our quote, without giving a reason. We won't start work in those 14 days unless you ask us to in writing. If you ask us to start early and then cancel, you pay a fair share of the price for the work done up to the time you tell us. Once the work is fully complete, you no longer have the right to cancel, provided you asked us to start early and agreed that you would lose the right at that point. Where you are buying finished code or software delivered digitally, we will only send it within the 14 days if you ask us to and agree that you lose the right to cancel once we start sending it. We confirm your choices by email before we start, and every quote comes with a cancellation form. To cancel, email hello@brightdragonsystems.com; we refund any money due within 14 days of hearing from you. Businesses do not have this right. Work arranged through MQL5 Freelance is also subject to that platform's rules, which do not take these rights away. This does not affect your legal rights.

After we deliver. The work is complete when we deliver what the written specification lists. The fix period in your quote follows delivery and is a promise to fix faults, not part of the work. Once the work is complete, the fee is not refundable, except as set out here and where the law gives you a right to a refund. If what we deliver does not match the written specification, we put it right. If we cannot, we refund what you paid for that part. A fault is something that does not match the specification. A test result that differs from what you hoped, or a strategy that does not behave as you expected, is not a fault. Changes to what the specification lists are a new quote. This does not affect your legal rights.

Questions

Email hello@brightdragonsystems.com.