Refund Policy

1. When a remedy may apply

Contact us if:

• a valid licence key cannot be activated because of NovaQuant’s licensing system;
• the supplied download is corrupted or cannot be installed on the compatible environment described at purchase;
• the EA fails to initialise or perform its advertised core functions because of a reproducible software defect; or
• the digital content is materially not as described or otherwise fails a mandatory legal standard.

We may first offer a licence reissue, repair, replacement, corrected download, update or reasonable setup assistance where the law permits. If a qualifying problem cannot be resolved within a reasonable time and without significant inconvenience, an appropriate refund or price reduction will be provided as required by law.

2. What is not covered

Subject to mandatory consumer law, no refund or compensation is provided for:

• trading loss, drawdown, account liquidation, margin call, lost profit or missed opportunity;
• the strategy being less profitable, more volatile or trading differently than you expected;
• backtests, demonstrations or historical examples not being reproduced in live markets;
• spread, slippage, gaps, swaps, commission, rejected orders, broker restrictions or changed symbol specifications;
• MT5, broker, VPS, internet, power, payment-provider or blockchain outages;
• use on a netting account, unsupported platform, incompatible broker setup or environment contrary to the published requirements;
• incorrect installation, modified files, changed settings, insufficient margin, user error or unauthorised use; or
• a change of mind after immediate digital supply has begun with the required consent and acknowledgement.

3. Statutory cancellation rights

Where a statutory 14-day cancellation right applies and digital supply has not begun, you may cancel without giving a reason. If you expressly request immediate digital delivery and acknowledge the consequence, the cancellation right may end when supply begins. Rights relating to faulty, misdescribed or non-conforming digital content remain unaffected.

4. How to report a problem

Email support@novaquants.co.uk with:

• your name, order reference and purchase email;
• the licence error or exact behaviour observed;
• MT5 build, broker symbol, account mode and relevant non-sensitive journal messages; and
• the troubleshooting already attempted.

Do not send broker passwords, card details, private wallet keys or seed phrases. We aim to acknowledge a request within five working days. Complex reproducible defects may require additional diagnostic time.

5. Refund processing

When a refund is due, we will normally send it through the original payment provider and method within 14 days after agreeing entitlement, unless law requires a different deadline. For a crypto purchase, the refund is based on the fiat purchase amount recorded on the order, not subsequent changes in crypto value. Mandatory statutory refunds will not be reduced where a deduction would be unlawful.

6. Losses and consequential claims

Approval of a software-price refund does not admit liability for trading outcomes. To the fullest extent permitted by law, NovaQuant does not reimburse account losses, lost gains, consequential losses, financing costs or claims based on market movement. Nothing in this policy excludes liability or remedies that cannot legally be excluded.

7. Model cancellation notice

You may use this wording where a cancellation right remains available; using the exact form is not mandatory.