Welcome to SherAlgo. We are committed to providing a high-quality experience with the SherAlgo Layering Tool, a professional MetaTrader 5 Expert Advisor ("Service"). This Refund Policy outlines the conditions under which refunds may be requested for purchases made through our website ("Website"). Our goal is to be transparent and fair, ensuring trust and clarity in all transactions.
1. Non-Refundable Purchases
As stated in our Terms of Service, all payments for the SherAlgo Layering Tool, including Monthly, 3 Months, 6 Months, 12 Months, and Lifetime plans, are generally non-refundable. This policy reflects the digital nature of the Service, which is delivered immediately upon purchase via email with the EA file, license key, and setup instructions. Once delivered, the Service cannot be returned or undone.
2. Exceptions for Refunds
We strive to ensure your satisfaction and may issue refunds under the following strict, verifiable conditions, at our sole discretion:
- Non-Delivery of Service: If you do not receive the EA file, license key, and setup instructions within 24 hours of successful payment, and our support team is unable to resolve the issue after you contact us.
- Duplicate Purchase: If you accidentally purchase the same plan multiple times for the same MetaTrader 5 account, as verified by our payment logs.
- Technical Incompatibility (Before Activation): If the Service cannot be installed or run due to a verifiable technical issue (e.g., incompatibility with your MetaTrader 5 platform), and our support team cannot resolve it, provided the license has not been activated.
- Incorrect Purchase (Unactivated License): If you purchase a plan in error (e.g., selecting the wrong plan) and request a refund within 7 days, provided the license key has not been activated on any MetaTrader 5 account.
- Fraudulent Use of Payment: If a purchase was made with a stolen card or unauthorized payment method, as verified by our payment processors, we will process a refund and disable the associated license.
3. Refund Request Process
To request a refund under the above exceptions, please follow these steps:
- Contact our support team at support@sheralgo.com within 7 days of your purchase.
- Provide your payment details, including the transaction ID, date of purchase, and the email address used for the transaction.
- Explain the reason for your refund request, including any relevant details (e.g., non-delivery, technical issues, proof of non-activation).
- Our team will review your request and respond within 24-48 hours during business days (Monday to Friday, 9 AM to 5 PM GMT).
If approved, refunds will be processed through the original payment method (NowPayments or PayPal) within 5-10 business days. Processing times may vary depending on your payment provider.
4. Non-Eligible Refund Cases
To maintain fairness and protect the integrity of our Service, refunds will not be issued in the following cases:
- Change of Mind: If you decide you no longer wish to use the Service after receiving the EA file or activating the license.
- Trading Losses: Losses incurred from trading activities using the Service, as forex trading involves significant risk and outcomes are not guaranteed.
- Lack of Understanding: If you find the Service difficult to use or understand, as we provide a comprehensive user manual and video tutorial with your purchase.
- Strategy Mismatch: If the Service does not align with your specific trading strategy or expectations.
- Activated License: If the license key has been activated on a MetaTrader 5 account, as the Service is considered fully delivered and used.
- Missed Promotions: If you request a refund due to missing a promotional offer or discount after completing your purchase.
- Unauthorized Use: If you violate the Terms of Service, such as sharing or using the license key on multiple MetaTrader 5 accounts.
- Beyond 7 Days: Refund requests made more than 7 days after the purchase date.
5. Subscription Cancellations
For the Monthly plan, you may cancel your subscription at any time through your PayPal account or by contacting support@sheralgo.com. Cancellation will prevent future billing, but no refunds will be issued for the current billing period. Other plans (3 Months, 6 Months, 12 Months, Lifetime) are one-time purchases and do not involve subscriptions.
6. Contact Information
If you have any questions about this Refund Policy or need assistance with a refund request, please contact our support team at support@sheralgo.com. We are committed to addressing your concerns promptly and aim to respond within 24-48 hours during business days.