Refund Policy
1. What this policy covers
This policy covers purchases of Stratmill platform usage and billing errors. It does not insure investment performance or reimburse market losses. Mandatory consumer rights remain unaffected, including rights relating to a service that was not supplied or was defective.
2. Unused credit packs: 14 days
A one-time credit pack is refundable within 14 days of purchase if none of its credits have been used. Once credits from that pack have been spent, the pack is normally non-refundable because compute is consumed on use, subject to billing corrections and any applicable statutory rights. Contact us before using a pack if you bought it by mistake. Purchased credits do not expire.
3. Current crypto purchases
The crypto checkout purchases a one-time credit pack. It does not start a recurring payment, upgrade your plan automatically or authorize future transfers. Refund requests are reviewed by support; the checkout does not automatically send refunds. A completed blockchain transfer cannot simply be reversed.
4. Pending, incorrect and duplicate payments
If payment is not credited, first check the invoice, network, token, amount and confirmation status. Do not send a second payment just to speed up confirmation. For a duplicate, partial, late, wrong-token or wrong-network transfer, contact support with the invoice and transaction reference. We will investigate what was received and whether it can be credited, corrected or recovered. Recovery is not guaranteed for an unsupported network, asset or address.
5. Receiving an approved crypto refund
Approved refunds return the original cryptocurrency amount received, using the same token and network, rather than its fiat value at the time of the refund. Stratmill pays the outgoing refund network fee, without deducting it from the approved refund amount. Your original wallet or exchange transfer fees are not included, except where applicable law requires otherwise. Support verifies the request and confirms a suitable receiving address and network with you before processing. Do not assume the sending address can receive a refund: exchange and custodial wallets may use addresses that cannot safely receive a return transfer. Never share a seed phrase or private key. These arrangements do not limit your applicable statutory rights.
6. Subscriptions and cancellation
Where an existing plan subscription is active, cancellation stops future renewal charges and access continues through the paid period. Use the available billing controls or contact support if they are unavailable. We normally do not prorate partial months or refund unused monthly allowances, subject to applicable rights. Cancellation and a refund request are separate actions. A one-time crypto credit purchase has no subscription to cancel.
7. Marketplace subscriptions
Strategy subscriptions paid in credits renew according to the terms shown when subscribing. Cancel to stop future renewals; the current period is normally not refunded. Access to the strategy copy and its source code ends when the subscription lapses. This does not limit correction of a billing error or mandatory consumer rights.
8. Billing errors and service issues
Contact us promptly, preferably within 30 days, about a duplicate charge, a charge after cancellation, missing credits or an incorrect usage debit. We investigate and correct verified errors, including a refund where warranted. This reporting request does not shorten any statutory claim period. A failed research hypothesis or unprofitable backtest alone is not a billing error; explain any platform failure that prevented the purchased service from being delivered.
9. How to request a refund
Email support@stratmill.com from your account email with the invoice or purchase reference, date, amount, reason and, for crypto, the network, token and transaction reference if available. Never send wallet secrets. Approved refunds are normally processed within 5–10 business days after the necessary verification and destination confirmation; blockchain confirmation or payment-provider processing may take additional time. If you disagree with a decision, reply to request a review and provide any missing evidence.