Refund Policy
Summary. First-time paid subscriptions (Alpha Desk and Institutional) come with a 7-day money-back window from the date of the first charge. Email [email protected] within 7 days and we'll refund you in full and downgrade your account to Recon. Renewals, slot-pack add-ons, and lapsed windows are not refundable, but you can cancel any subscription at any time from your account.
1. The 7-day money-back window
If you are dissatisfied with your first paid subscription to Alpha Desk or Institutional, you may request a full refund within 7 calendar days of the date your card was first charged. Refunds outside this window are at our sole discretion.
This window applies once per account per tier. If you previously held a paid subscription on the same email or payment method, the window does not reset on a new signup.
2. What's covered, what's not
| Item | Refundable in 7 days? |
|---|---|
| First charge on Alpha Desk monthly | YES |
| First charge on Institutional monthly | YES |
| Renewal charges (months 2+) | NO — cancel before the next renewal |
| Slot-pack add-ons (each is a separate subscription) | NO — cancel from the customer portal |
| Tier upgrades mid-cycle | NO — pro-rata is built into the upgrade pricing |
| Free Recon tier | — no charge to refund |
3. How to request a refund
- Email [email protected] from the email address on your Alpha Suite account.
- Subject:
Refund request — [your account email]. - Body: include the date of the charge, the tier, and (optionally) the reason. The reason is helpful but not required for refunds inside the 7-day window.
We aim to respond within 2 business days. Once approved, the refund is issued through Polar.sh (our payment processor) back to the original payment method. Bank settlement typically takes 5–10 business days depending on your card issuer.
4. What happens to your account after a refund
- Your tier is downgraded to Recon (free) immediately.
- Open paper-tracked positions remain in our database. You can still view their final outcomes when they close, but you cannot open new positions from Recon.
- You can re-subscribe at any time. The 7-day window does not apply on re-subscription.
5. Cancellation vs. refund
Cancellation and refund are different. Cancellation stops future charges but you keep paid access until the end of the current billing period — no money is returned. Refund reverses the most recent charge and immediately downgrades you to Recon.
You can cancel any subscription at any time from your account → Manage subscription, which opens the Polar customer portal. Cancellation is the right choice if you want to use the rest of the period you've already paid for; refund is the right choice if you've decided in the first 7 days that the platform is not for you.
6. Slot-pack add-ons
Each slot pack is a separate Polar subscription that grants +5 paper-position slots. Slot packs are not covered by the 7-day window because they are an incremental purchase on top of a tier you already have. To stop being billed for a slot pack, cancel it from the Polar customer portal — cancellation takes effect at the end of the current billing period and your max-slots count drops by 5 the next time the webhook fires.
Cancelling a slot pack does not auto-close existing paper positions. Positions in excess of your new cap remain monitored to natural exit; you simply cannot open new ones until you are back under the cap.
7. Disputes and chargebacks
Please email [email protected] before raising a chargeback. We almost always resolve refund cases within 2 business days. Chargebacks initiated without contacting us first are likely to be contested and can result in your account being suspended pending resolution.
We retain transaction records, login activity, and access logs sufficient to evidence good-faith provision of the Service if a dispute is opened.
8. Currency and foreign exchange
Refunds are issued in the same currency as the original charge. If your bank converted the original charge from USD into your local currency, the bank will reverse the conversion at the rate prevailing on the date of refund — you may receive slightly more or less than you originally paid in your local currency due to FX movement during the window. Alpha Suite is not responsible for FX losses or gains imposed by your card issuer.
9. Suspended or terminated accounts
Accounts terminated for violation of the Terms of Service (e.g. abuse, fraud, scraping, resale of signals) are not eligible for refunds. We reserve the right to refuse a refund in cases of clear abuse of the policy, including repeated signups across multiple emails to extend the window.
10. Tax
If sales tax, VAT, or GST was applied to your subscription, the refund includes the tax component. Polar handles tax remittance to the relevant authorities.
11. Changes to this policy
We may update this policy from time to time. Material changes will be communicated via the Service or by email. The terms in effect on the date of your charge govern that charge.
12. Contact
Questions or refund requests: [email protected].