Refund Policy

Refund Policy

This Refund Policy applies to digital services and subscriptions purchased from TotalTrade, including access to Backtester, Journal, analytics, educational content and other features included in the selected plan.

It forms part of the Terms and Conditions. Nothing in this Policy limits rights that cannot be excluded under applicable consumer law.

1. Available plans

TotalTrade may offer monthly, annual, trial, promotional or other plans. The price, billing period, included features and any trial conditions are displayed before purchase and form part of the contract.

2. Digital-service performance

By requesting immediate access, you ask TotalTrade to begin supplying the digital service before any statutory withdrawal period expires. Where required, checkout will request your express consent and acknowledgement of the legal consequences for the right of withdrawal.

3. Fourteen-day right of withdrawal

Consumers normally have 14 days from the contract date to send an unequivocal withdrawal statement. For a service started on an express request, only a proportionate amount may be due if withdrawal occurs before completion; loss after full performance requires the statutory declarations. For immediate digital content, loss requires prior express consent, acknowledgement and confirmation on a durable medium. If checkout does not collect the required evidence, this Policy alone does not remove the right.

4. Automatic renewal

Unless otherwise stated at checkout, monthly plans renew monthly and annual plans renew annually. Cancel before the next charge through the available portal. Where Article 65-bis of the Italian Consumer Code applies, consumers receive the required durable-medium reminder at least 30 days before expiry and retain the statutory consequences if it is not sent; this does not state that a technical reminder is active unless actually implemented.

5. Cases that do not normally qualify for an automatic refund

• A monthly or annual billing period that has already started.
• Non-use or partial use of the Service during an active period.
• Failure to cancel before an automatic renewal charge.
• Purchase mistakes attributable to the user, including selecting the wrong plan or using the wrong account.
• Subjective incompatibility that was not caused by materially inaccurate pre-purchase information.
• Temporary unavailability of non-essential, beta or experimental features.

6. Cases we may assess

Without creating an automatic entitlement, TotalTrade may assess a documented request involving:

• A duplicate charge or a confirmed billing error caused by the system.
• A serious and continuous platform failure that prevented meaningful use of the purchased core service and was not caused by the user, device, connection or a disclosed third-party limitation.
• A service materially different from the description presented at purchase, excluding reasonable updates and clearly disclosed dependencies.
• Any circumstance in which a refund is required by applicable law.

7. Third-party outages and external data

Interruptions or errors originating from brokers, prop firms, market-data sources, payment networks, internet providers or other external services do not automatically entitle the user to a refund. Each request will be assessed in light of the purchased core service, the duration and the actual impact.

8. How to submit a request

Email support@totaltrade.ai from the address associated with the account. Include your full name, account email, purchase date, plan, concise reason for the request and any useful evidence, such as transaction references or screenshots. Incomplete requests may require additional information.

9. Assessment and response

We will review the account, payment record, reported incident and applicable legal rules. Sending a request does not guarantee approval. We aim to respond within a reasonable time and may ask you to complete troubleshooting that is proportionate and necessary to verify the issue.

10. Approved refunds

A refund due after valid statutory withdrawal is issued without undue delay and within 14 days of notice, using the same payment method unless otherwise agreed and without extra fees, subject to any lawful proportionate amount. Other approved refunds normally use the original method; later processing depends on Stripe, the card network and the user's bank.

11. Chargebacks and abusive disputes

Before initiating a chargeback, contact support so that a legitimate billing issue can be investigated. Fraudulent, duplicate or abusive disputes may lead to account suspension and the preservation of records needed to defend the claim, without limiting the user’s lawful rights.

12. Changes to this Policy

This Policy may be updated for legal, operational or commercial reasons. Changes apply prospectively and do not reduce rights already acquired under mandatory law. The current revision date is shown above.

13. Contact and statutory rights

For refund or withdrawal requests: support@totaltrade.ai or certified email blastrade@pec.it. Controller address: Località Comune 109, 52046 Lucignano (AR), Italy. Consumers retain all mandatory rights available under applicable law.