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Planet Algo
Document 3 of 7Last reviewed 14 August 2026

Money Back

This page opens with the fastest way to get your money looked at, because that is what most people arrive needing. The reasoning comes after it: why a file that has already been downloaded changes the arithmetic, which faults we put right on sight, which cases stay closed, and where the law of your own country overrules every line of it.

1.The fast route

  1. 1.1

    One email settles nearly everything. Write to [email protected] within 14 days of the purchase, quote your Orbit Key or your order reference, and say in two or three lines what went wrong. Somebody reads it inside one business day and comes back with a decision rather than a ticket number.

    Before you call your bank

    Everything in section 3 is settled the day it arrives. A card dispute cannot beat that, and it costs both of us more.

  2. 1.2

    The two routes, side by side:

    Emailing usFiling a card dispute
    An answer inside one business day.Weeks, on the issuer's timetable.
    Decided by the people who wrote the software.Decided by a bank that has never seen it.
    Costs us nothing.Costs us a fee whichever way it is decided.
    The same money, sooner.The same money, later, at best.
  3. 1.3

    A refund we have agreed goes back through the card processor to the card that paid, because that is the only path it can take. Reckon on five to ten working days between our approval and the line showing up on your statement; that stretch of the journey belongs to the banks.

2.Why a downloaded file changes the arithmetic

  1. 2.1

    Your dock opens the ZIP the second the charge clears, and nobody has yet worked out how to un-download a file. That second is when the order completes, and as a general rule it cannot be unwound afterwards.

  2. 2.2

    Where the law you live under grants a cooling-off period for digital content, a purchase here counts as asking for delivery inside that period and as accepting that the period closes at the moment of delivery. Section 5 takes over for anyone whose law will not permit that acceptance.

3.Put right without argument

  1. 3.1

    No persuasion is needed for any of these. State which line applies and the rest is bookkeeping.

    What went wrongWhat we do
    The processor took the same payment twice.The duplicate goes back in full.
    A card was charged without its holder's permission.Refunded in full and the order closed.
    The charge cleared but the dock never opened.Opened by hand the same day, or refunded if we cannot open it at all.
    The ZIP holds a different engine or a different orbit from the one ordered.A corrected archive lands the same day; say the word and we refund instead.
    The engine will not install or run at all, and a fair stretch of joint effort has not shifted it.Refunded in full.
    A law that binds us calls for a refund.Refunded, without an argument about it.

4.Where the answer is no

  1. 4.1

    Losing trades. Trading software that loses on a trade is trading software behaving normally. The risk of loss is printed on the engine page, on the launch page, in the flight manual and in the Risk Notice, all four of them before a card is touched.

  2. 4.2

    Second thoughts once the ZIP has opened. The download is the delivery.

  3. 4.3

    Wanting a different engine, or a higher orbit. Moving up costs the difference in list price, which is the cheaper answer in any case.

  4. 4.4

    A setup problem the Mission Desk can clear. Once the broker's own spelling of a symbol is in place, or the terminal option is ticked, the product does what it was sold to do — and a product that works is not a product to refund.

  5. 4.5

    A 12-month term that has simply run out. A term that lasted its full length was delivered in full.

  6. 4.6

    A result that fell short of a public account page. Any page we link is an account we fund, at our broker, on our leverage, with our inputs, started on our date. Yours matches none of those, which is the whole subject of About Our Figures.

5.Your own law wins

  1. 5.1

    Nothing on this page strips away a right that binding consumer protection in your country hands you. Wherever that protection is more generous than these clauses, it is the protection that applies. Read the page alongside the Purchase Terms.