Alphanex is a digital service with immediate access. Once the subscription period has started and access to the platform has been provided, no refunds are issued for the period already used, except for the specific cases listed in section 5.
Alphanex offers a digital service with immediate access to the backtest platform, historical data and all features of the subscribed plan. In compliance with Swiss regulations and consolidated practices for SaaS services, our refund policy is based on the following principles:
The Free plan involves no charges. There are no refund terms applicable. The user can use the free plan indefinitely or upgrade to a paid plan at any time.
The Free plan remains active even after canceling a paid plan. You never lose access to the platform.
Monthly subscriptions (Basic, Pro, Max) renew automatically every month on the anniversary date of the first payment.
| Situation | Refund |
|---|---|
| Cancellation during the current month | No refund — access guaranteed until the end of the already-paid period |
| Cancellation before automatic renewal | No charge — renewal does not occur and subscription expires |
| Accidental charge after confirmed cancellation | Full refund — contact support within 7 days |
| Double charge due to technical error | Full refund of the duplicate |
Annual subscriptions offer a discount compared to monthly and renew automatically after 12 months.
| Situation | Refund |
|---|---|
| Cancellation within 48 hours of the first payment (if you have not used the platform) | Full refund — evaluated case by case |
| Cancellation after 48 hours from purchase | No refund — access guaranteed until annual expiration |
| Cancellation before automatic annual renewal | No charge — renewal does not occur |
| Accidental charge after confirmed cancellation | Full refund — contact support within 14 days |
In case of documented economic hardship or exceptional circumstances, we evaluate partial refund requests proportional to unused months for annual subscriptions. Contact us at support@alphanex.io for individual evaluation.
If the platform is inaccessible or severely compromised for more than 72 consecutive hours due to causes attributable to us (not to scheduled maintenance communicated in advance), we grant a refund proportional to the days of service outage.
If you detect a charge that does not match the subscribed plan, a double charge or a charge that occurred after confirmed cancellation, we proceed with a full refund of the erroneous amount.
If due to a technical error attributable to Alphanex you could not access the account despite having an active subscription, we evaluate a free extension of the period or a partial refund.
In the event that Alphanex ceases operations, we refund the share proportional to the remaining months of active annual subscriptions at the time of closure.
Not using the platform during the subscribed period does not constitute grounds for refund. The service has been made available.
Change of opinion about the service, preference for a competitor or dissatisfaction with existing and documented features does not entitle to refund. We invite you to test the Free plan before subscribing.
We do not provide refunds for features that the user expected but that were never indicated as available on the subscribed plan.
If the account is suspended or closed due to a violation of the Terms and Conditions, no refund is provided for the remaining period.
Brief service interruptions for scheduled maintenance, communicated at least 24 hours in advance, do not entitle to refund.
Internet connection problems, device or browser incompatibility of the user, or access blocked by the user's firewall or VPN are not attributable to Alphanex.
A User who initiates a chargeback or charge dispute procedure with their bank or payment provider without first contacting Alphanex support at support@alphanex.io and without waiting for a response within the timeframes indicated in Art. 7, is considered in violation of these Terms. In such case the Provider reserves the right to: (i) suspend or permanently close the account without refund of the remaining period; (ii) dispute the chargeback by producing documentary evidence of the service provided; (iii) request compensation for fees and administrative costs incurred due to the abusive dispute. Resorting to chargeback is a legitimate tool for unauthorized charges or technical errors — not a substitute for the refund procedure established by this policy.
To request a refund follow these steps:
Refunds are always credited to the original payment method used for the purchase. It is not possible to request refunds in cash, bank transfer to a different account or credits on the platform.
| Phase | Timeframe |
|---|---|
| Support response to the request | Within 3 business days |
| Approval and refund initiation | Within 2 business days from approval |
| Credit to credit/debit card | 5–10 business days (depends on issuing bank) |
| Credit to PayPal or other methods | 3–5 business days |
Credit times depend on the financial institution or payment method provider and may vary. A confirmation will be sent by email upon refund issuance.
You can cancel or downgrade your subscription at any time from the Settings → Subscription section of the platform, or by contacting support.
For consumers residing in the European Union, Directive 2011/83/EU generally provides for a 14-day right of withdrawal for distance contracts. However, this right lapses immediately and irrevocably for digital content and digital services when:
⚠️ Explicit waiver of withdrawal. By completing payment and accessing the Platform, the User expressly confirms: (a) requesting immediate provision of the digital service before the end of the 14-day withdrawal period; (b) being fully aware that such request entails irrevocable loss of the right of withdrawal pursuant to Art. 16(m) of Directive 2011/83/EU and applicable national transposition regulations; (c) accepting the refund conditions described in this Policy as the sole applicable regulation. This waiver is recorded at the time of purchase and constitutes documentary evidence of the agreement.
In Switzerland the Code of Obligations (CO) does not provide for a general right of withdrawal for digital service contracts concluded online. The refund conditions described in this Policy are already more favorable than the basic Swiss legislation.
For any doubts before purchase, the User is invited to test the free plan or contact support at support@alphanex.io.
For refund requests or questions about this policy:
See also our Terms and Conditions and Privacy Policy for complete information about the service.