Refund & Cancellation Policy
Version v1-2026-06-03 · Effective 6/3/2026Refund & Cancellation Policy
_DRAFT — pending review by legal counsel before production publication. Reflects platform behaviour as of June 2026._
This policy explains when and how you can cancel a purchase or request a refund on TheMarketRobo. It applies to purchases where TheMarketRobo is the seller of record. Purchases made through the Apple App Store are governed by Apple's refund process (see "Apple App Store purchases" below).
Nature of our products
Our products are **digital goods and services** (trading software, licences, configurations, and related digital content) delivered electronically and accessible immediately or shortly after purchase.
EU/UK right of withdrawal and the digital-content exception
If you are a consumer in the EU or UK, you generally have a **14-day right of withdrawal** for distance purchases. However, for digital content supplied immediately, this right **does not apply once supply has begun with your prior express consent and acknowledgement that you thereby lose the right of withdrawal** (Article 16(m) of the EU Consumer Rights Directive; the equivalent UK regulations). Where you have given that consent at checkout, your purchase is final once delivery begins, subject to the discretionary and statutory-defect provisions below.
When you are entitled to a refund
**Defective or materially mis-described product** — if a product does not work as described or contains a
material defect we cannot remedy within a reasonable time, you are entitled to a refund.
**Duplicate or erroneous charge** — accidental duplicate purchases or charging errors are refunded in full.
**Non-delivery** — if you were charged but did not receive access to the product.
Discretionary refunds
Outside the cases above, refunds are at our reasonable discretion. We may decline a refund for a digital product that has been downloaded, activated, or substantially used, consistent with the digital-content exception described above.
Subscriptions and recurring purchases
You can cancel a subscription at any time from your account; cancellation stops future renewals. Amounts already paid for the current period are generally non-refundable except as required by law or under the cases listed above.
How refunds are processed
Approved refunds are returned to your **original payment method**:
**Card / PayPal** — refunded through PayPal to the original source. Funds are released back to your provider
before our records mark the order refunded.
**Cryptocurrency** — crypto payments are non-reversible on-chain; eligible refunds are handled case by case.
Contact support to arrange.
**Apple App Store** — see below.
Refunds typically appear within the timeframe of your payment provider (often 5–10 business days).
Tax and credit notes
Where your purchase included sales tax or VAT, an approved refund is accompanied by a **credit note** that reverses the original tax treatment, issued with its own sequential number and retained for the statutory period.
Apple App Store purchases
For in-app purchases made on iOS, **Apple** processes refunds under Apple's own policies. Request these directly from Apple via **reportaproblem.apple.com** or your App Store account; we cannot refund Apple transactions on Apple's behalf.
How to request a refund
Contact **support@themarketrobo.com** with your order number and the reason for your request. We aim to respond within a reasonable time and will tell you whether your request is approved and how the refund will be issued.
Your statutory rights
Nothing in this policy limits any non-waivable rights you have under applicable consumer-protection law.