Refund Policy

Effective Date: 1, May, 2025

1. Introduction

This Refund Policy outlines the terms and conditions under which Vuetra B.V. ("Vuetra," "we," "our," or "us") may issue refunds for subscriptions and services purchased through our platform. By subscribing to or using our services, you agree to the terms of this policy. Vuetra operates in the financial technology space, offering access to trading tools, analytical data, and real-time feeds via paid subscription plans.

2. General Refund Terms

2.1. Subscription Services

Our platform operates on a subscription basis. Services are delivered digitally and accessed via secure user accounts. These services may include access to data feeds, visual tools, charting functionality, and other platform features available under various pricing tiers.

2.2. Refund Eligibility

Refunds are typically not granted unless certain predefined conditions are met. Users are responsible for reviewing all service descriptions and the terms set out in this policy before making a purchase.

2.3. First-Time Subscription Guarantee

Users who subscribe to a Vuetra paid plan for the first time are eligible for a 30-day money-back guarantee. This refund window begins on the date of the initial paid subscription and is intended as a satisfaction guarantee.
This guarantee:

• Does apply to first-time paid subscribers.
  
  

• Does not apply to subscription upgrades, downgrades, renewals, or add-on purchases.
  
  

• Is valid only once per user account and per payment method.

To exercise this right, users must submit a valid refund request (as described in Section 5) within the 30-day period. Requests received after this timeframe will not qualify.

3. Non-Refundable Scenarios

3.1. Market Losses

Refunds will not be issued due to trading losses, market volatility, or dissatisfaction with financial outcomes. Users acknowledge that trading involves inherent risk and that Vuetra bears no responsibility for trading performance or decisions made using its tools or data.

3.2. Dissatisfaction with Platform Features

We do not offer refunds based solely on dissatisfaction with the structure, content, or functionality of our platform, except where such features were materially misrepresented.

3.3. Monthly Subscriptions

Monthly subscriptions are billed in advance and are non-refundable once the billing cycle has commenced. We encourage users to review their subscription status and disable auto-renewal if they do not wish to be billed for the next cycle.

3.4. Subscription Upgrades

Upgrades to higher-tier plans or additional features do not qualify for a refund. Users are encouraged to test the features of their current plan and refer to the 30-day guarantee before upgrading.

4. Refundable Scenarios

4.1. Technical Failures

Refunds will not be issued in cases where users are unable to access core services due to technical failures, even if such issues are attributable to Vuetra. While we strive to maintain uninterrupted access to our platform, occasional downtime, disruptions, or technical limitations may occur. Vuetra does not guarantee continuous availability and cannot be held liable for any loss, inconvenience, or inability to use the platform resulting from technical issues. Users acknowledge that the service is provided on an “as-is” and “as-available” basis.

4.2. Unauthorized or Duplicate Transactions

If an account is charged without authorization, or if duplicate transactions are identified, users must notify Vuetra within 14 days of the charge. Upon investigation and confirmation, affected transactions will be refunded.

4.3. Account Security Breach Attributable to Vuetra

Vuetra does not accept liability for any unauthorized access to user accounts, including instances where a security vulnerability may have contributed to such access. Users are responsible for maintaining the confidentiality of their login credentials and for all activity under their account. In the event of a suspected account breach, we will investigate and may assist in securing the account, but refunds for unauthorized charges will not be issued under any circumstance. Use of the platform is at the user’s own risk, and Vuetra disclaims any responsibility for losses resulting from account compromise.

5. Refund Request Process

5.1. Submission of Request

To request a refund, users must submit a written request via the platform’s support tool or email us at [support@vuetra.com]. The request must include:

• Full name and email address
  
  

• The reason for the refund
  
  

• Date of the transaction and invoice/transaction ID
  
  

• Any supporting documentation (screenshots, receipts, error logs)
  
  

Incomplete requests may be delayed or denied.

5.2. Internal Review

Each request is reviewed within 5 to 10 business days of submission. We may reach out to the user for clarification or additional documentation during this period.

5.3. Final Decision and Refund Issuance

Once a decision is made, users will be notified via email. Approved refunds will be issued back to the original method of payment within 7 business days. Refunds cannot be sent to alternate accounts or methods.

6. Auto-Renewal and Cancellation

6.1. Default Auto-Renewal

All subscription plans are automatically renewed at the end of each billing cycle to prevent service interruption. This setting is enabled by default.

6.2. User Cancellation

Users can cancel auto-renewal at any time through their account dashboard. To avoid being charged for the next cycle, cancellations must be completed at least 24 hours prior to the renewal date.

6.3. Service Access After Cancellation

After a successful cancellation, users will retain full access to their subscription until the end of the current billing cycle. No partial refunds are issued for unused days or early termination.

7. Contact Information

For any questions or assistance regarding this Refund Policy, please contact:

Vuetra Support Team
Email: support@vuetra.com
Registered Address: Nijverheidsstraat 7, 7772 TP Hardenberg, Netherlands

KVK (Chamber of Commerce) number: 94510288

BTW (VAT) number: NL866803762B01