Refund Policy

1. Free Trial and Free Plan

TopPlaybook offers a free plan that allows you to try our core features before subscribing to a paid plan. We encourage all users to thoroughly evaluate our service using the free plan before upgrading. Since you can test the platform at no cost, this reduces the need for refunds.

2. Subscription Refund Eligibility

We evaluate refund requests on a case-by-case basis. You may be eligible for a refund in the following circumstances:

• Technical Issues: If you experience significant technical problems that prevent you from using the service, and our support team is unable to resolve them within a reasonable timeframe.
• Billing Errors: If you were charged incorrectly due to a billing error on our part.
• Duplicate Charges: If you were accidentally charged multiple times for the same subscription period.
• Service Unavailability: If the service experiences extended downtime (more than 48 consecutive hours) during your billing period.

3. Refund Request Timeframe

To be considered for a refund, you must submit your request within the following timeframes:

• Monthly Subscriptions: Within 7 days of the charge date
• Annual Subscriptions: Within 14 days of the charge date

Refund requests made after these timeframes will generally not be approved, except in cases of documented technical issues or billing errors.

4. Non-Refundable Situations

Refunds are generally not provided in the following situations:

• You simply changed your mind about using the service
• You forgot to cancel before the renewal date
• You did not use the service during the billing period
• You found an alternative service you prefer
• Your refund request is outside the eligible timeframe
• You violated our Terms of Service, resulting in account termination

5. How to Request a Refund

To request a refund, please follow these steps:

1. Log in to your TopPlaybook account
2. Navigate to your account dashboard
3. Submit a support ticket with the subject "Refund Request"
4. Include your account email, the date of the charge, and the reason for your refund request
5. Provide any relevant documentation (e.g., screenshots of technical issues)

Alternatively, you can reach out to us on Discord for assistance with your refund request.

6. Refund Processing

Once a refund is approved:

• Refunds are processed through our payment processor, Paddle
• The refund will be credited to your original payment method
• Processing time is typically 5-10 business days, depending on your bank or card issuer
• You will receive an email confirmation when the refund is processed

7. Partial Refunds

In some cases, we may offer a partial refund or account credit instead of a full refund. This may apply when:

• You have used the service for a portion of the billing period
• The issue affecting your use was resolved partway through the billing period
• A pro-rated refund is more appropriate based on the circumstances

8. Cancellation vs. Refund

Please note the difference between cancellation and refund:

• Cancellation: You can cancel your subscription at any time from your account settings. When you cancel, your subscription will remain active until the end of your current billing period. You will not be charged again, but you will not receive a refund for the remaining time.
• Refund: A refund returns money to you for a charge that has already been made. Refunds are subject to this policy and must be requested separately from cancellation.

9. Account Status After Refund

If a refund is approved and processed:

• Your paid subscription will be cancelled
• Your account will be downgraded to the free plan
• Your trading data will be preserved and remain accessible on the free plan
• You may re-subscribe at any time

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of TopPlaybook after changes become effective constitutes your acceptance of the revised policy.

11. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us through the support ticket system in your account dashboard, or reach out to us on Discord.