Refund and Returns Policy with clear and fair review rules

This Policy explains the refund and return rules that apply when a Client purchases directly from ActiveTrader through the website, Client Portal, checkout, invoice, or another official sales channel.

Purchases completed through an independent marketplace, broker, copy trading platform, payment provider, reseller, or other third party may also be subject to that party’s refund, cancellation, billing, or dispute rules.

ActiveTrader products are digital software and licence-based services. Delivery may include:

• access to a downloadable Expert Advisor file;
• documentation, presets, or installation resources;
• Client Portal access or an order-download entitlement;
• manual registration of an approved account, broker, and server;
• licence activation or activation confirmation; and
• support required to complete the initial installation.

Unlike a physical item, a digital file or activated licence cannot be physically returned after it has been supplied, copied, downloaded, accessed, or used.

Before placing an order, the Client should review:

• the selected product and supported instruments;
• the MetaTrader 5 platform requirement;
• minimum operating balance and broker requirements;
• Personal, 3 Corporate, or 10 Corporate licence rules;
• account-number, broker, and server restrictions;
• installation, VPS, internet, and technical requirements;
• the Terms and Conditions, Risk Disclosure, and Licence Guide; and
• whether automated and leveraged trading is suitable for the Client.

A Client may ask to cancel an order before:

• the digital file or download entitlement is made available;
• the product has been downloaded or accessed;
• manual licence registration has started;
• an account has been activated; or
• product-specific work has otherwise begun.

ActiveTrader will review a timely cancellation request in good faith. Where no delivery, personalisation, activation, or irreversible work has begun, the order may be cancelled and the payment returned, subject to fraud review, payment-provider processing, and applicable law.

A cancellation is not complete until ActiveTrader confirms it in writing.

Digital delivery or performance may be considered to have begun when any of the following occurs:

• a download link, file, Client Portal entitlement, or product access is issued;
• the Client downloads, opens, copies, or accesses the product;
• ActiveTrader registers or activates the approved account;
• a personalised licence file, activation record, or account registration is created;
• the Client requests or receives installation assistance for the delivered product; or
• another product-specific digital service has materially begun.

System records, order logs, download records, activation logs, and support communications may be used to determine whether delivery or activation has begun.

ActiveTrader may review a refund or other remedy request where there is reasonable evidence of:

Approval is not automatic. Each request is assessed using the order, delivery, activation, product, account, platform, and technical evidence.

A product is not considered defective merely because it is installed or used outside the published requirements.

The Client is responsible for confirming:

• MetaTrader 5 availability;
• the correct broker terminal and server;
• supported product symbols and symbol suffixes;
• sufficient account balance, margin, leverage, and trading permissions;
• adequate VPS or computer resources;
• stable internet and platform operation;
• correct EA installation and Algo Trading permissions; and
• compliance with broker and jurisdiction rules.

ActiveTrader may help identify compatibility issues, but cannot control a broker’s server, symbol, execution, leverage, account approval, or future platform changes.

Where a request is based on a technical issue, the Client should allow ActiveTrader a reasonable opportunity to investigate and provide an appropriate remedy.

Depending on the issue, a remedy may include:

• installation guidance;
• correction of the account, broker, or server information;
• reactivation within the purchased licence rules;
• a replacement file or updated build;
• a configuration correction or documented workaround;
• verification of Experts and Journal logs;
• confirmation that a third-party problem must be resolved with the relevant provider; or
• another proportionate remedy agreed with the Client.

A verified duplicate payment for the same intended order may be returned where the Client did not request or receive an additional product or licence corresponding to the extra payment.

The Client should provide the order number, transaction references, payment dates, amounts, and proof showing the duplicate charge.

A second intentionally placed order, an additional licence, a different product, or a larger Corporate licence is not treated as an accidental duplicate.

If ActiveTrader delivers or activates a product or licence that differs from the accepted order, ActiveTrader may first correct the order by supplying the correct product or licence.

If correction cannot be completed within a reasonable period, the Client may request a refund for the affected item.

An incorrect selection made by the Client at checkout is not automatically treated as an ActiveTrader delivery error. Contact support immediately and do not download, activate, or use the incorrectly selected product while an exchange request is reviewed.

A delivery or activation request may be reviewed where:

• payment has been successfully confirmed;
• the Client has provided complete and accurate information;
• the selected account and product satisfy the written requirements;
• the issue is not caused by the broker, platform, VPS, device, internet, or another third party; and
• ActiveTrader has been given a reasonable opportunity to complete or correct delivery.

Incorrect account number, broker, server, unsupported platform, unsupported symbol, or delayed Client response is not an internal delivery failure.

A material defect means a verified failure of the delivered product to perform a core function expressly described in the written product information when used in the supported environment.

The following do not by themselves prove a material defect:

• market loss or unfavourable performance;
• a trading result different from historical or monitored accounts;
• lower trade frequency than expected;
• a broker-specific execution difference;
• a temporary or correctable configuration issue;
• an unsupported account, symbol, platform, or operating environment; or
• a future third-party change outside ActiveTrader’s control.

ActiveTrader may offer repair, replacement, reactivation, an update, a workaround, account correction, or another reasonable remedy before a refund is considered.

Personal Licence Lifetime

The activated real account number and broker are fixed and cannot be changed after activation. A later desire to use another real account or broker does not create refund eligibility.

3 Corporate and 10 Corporate Licence Lifetime

Eligible real-account numbers may be replaced within the purchased quota, subject to verification and licence rules. A replacement request does not cancel the licence and does not by itself create a refund right.

All licence types

Each licence applies to one selected product. It cannot be transferred, resold, sublicensed, or exchanged for an unrelated product after delivery or activation unless ActiveTrader agrees in writing.

Digital products cannot be physically returned. Deleting the file, uninstalling the EA, closing the broker account, or stopping use does not reverse the delivery.

Before delivery or activation, ActiveTrader may consider an exchange to another product or licence, with any price difference settled by the Client or returned as appropriate.

After delivery or activation, an exchange or store credit may be offered only at ActiveTrader’s discretion or where required as a lawful remedy. An offered credit does not have cash value unless expressly stated.

Send the request to support@activetrader.co.id with the subject Refund Request or Order Cancellation.

Include:

• full name and email used for the order;
• order number and purchase date;
• product and licence type;
• payment method and transaction reference;
• account number, broker, and server where relevant;
• a clear description of the issue;
• the requested remedy;
• screenshots, logs, error messages, or other supporting evidence; and
• confirmation whether the file was downloaded, opened, activated, or used.

ActiveTrader may review:

• order and payment records;
• download and Client Portal records;
• licence registration and activation logs;
• account, broker, and server information;
• screenshots, Experts and Journal logs, platform build, and error messages;
• support communications and attempted remedies; and
• relevant third-party status or transaction information.

ActiveTrader aims to acknowledge a complete request within three business days and normally aims to provide a decision within fourteen business days after receiving the information reasonably required for review. A complex, fraudulent, incomplete, third-party, or legally sensitive matter may take longer.

Missing information may pause the review until the Client provides a reasonable response.

An approved refund will normally be sent to the original payment method where possible and lawful.

If the original method cannot receive the refund, ActiveTrader may request reasonable verification and agree another appropriate method.

ActiveTrader aims to initiate an approved refund within seven business days after approval. The time required for the funds to appear depends on the payment provider, bank, card network, currency, country, compliance review, and settlement process.

After a full refund, the relevant product access, download entitlement, activation, licence, update entitlement, and support entitlement may be cancelled or deactivated.

A refund is based on the amount actually received by ActiveTrader for the affected item, subject to applicable law.

The Client may receive a different converted amount because of exchange-rate movement, card-network conversion, bank charges, intermediary fees, or payment-provider settlement rules outside ActiveTrader’s control.

Promotional, discounted, bundled, or coupon orders are refunded based on the actual allocated or paid amount, not the later full retail price.

Taxes, bank fees, payment fees, or third-party charges will be handled according to applicable law and the relevant provider’s rules.

ActiveTrader does not refund independent charges made by:

• brokers;
• VPS or hosting providers;
• MetaTrader or platform-related providers;
• copy trading or monitoring platforms;
• banks, card networks, or payment processors;
• internet or telecommunications providers; or
• another independent third party.

Requests concerning those charges must be submitted to the provider that supplied and charged for the relevant service.

An ActiveTrader affiliate or partner link does not make ActiveTrader responsible for the third party’s refund decision.

Nothing in this Policy excludes, limits, or replaces a consumer right, warranty, compensation right, replacement right, or other remedy that cannot lawfully be excluded under applicable law.

Where applicable law requires a repair, replacement, refund, compensation, disclosure, or dispute process, ActiveTrader will apply that requirement to the extent legally required.

A Client’s jurisdiction may provide rights in addition to this Policy. Clients may seek independent legal advice or contact the relevant consumer authority where appropriate.

ActiveTrader may update this Policy to reflect product, payment, security, operational, legal, or regulatory changes.

The latest version will display the updated date. A change will not be applied retroactively to remove a mandatory legal remedy or an approved refund.

The version in effect when the relevant order was placed will normally govern that purchase, together with any mandatory law and any written product- or order-specific terms.

For cancellation, refund, delivery, activation, or product-support questions, use an official ActiveTrader channel.

Support hours: Monday–Friday, 09:00–17:00 WIB. Saturday–Sunday support is available as needed.

Office information: My Republic Plaza d/h Green Office Park 6, Wing A, Tangerang, Banten 15333, Indonesia.