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The short version. 30 days, any reason, no argument. Email us and we refund you. If you are an EU or UK consumer you also have a separate statutory right of withdrawal — section 5.
1. The 30-day guarantee
If a Holdfast product does not earn a place on your chart, email us within 30 days of purchase and we will refund you in full.
You do not need to justify it. We may ask what did not work, because it is useful to us, but answering is optional and the refund does not depend on it.
2. How to request one
Email support@holdfastlevels.com from the address you purchased with, or include your order number. That is the whole process.
We aim to action refunds within 3 business days. Once processed by Lemon Squeezy, our payment processor, the money returns to your original payment method — typically 5 to 10 business days, depending on your bank.
3. What happens to your license
A refunded license key is revoked. The software stops rendering the next time it validates, and you should uninstall it. Keeping and using a refunded copy is a breach of the Terms of Service.
The free tools are unaffected by anything in this policy. They stay yours regardless of what you do or do not buy.
4. Subscriptions
Cancel any time from the link in your purchase email. Cancellation stops future billing and you keep access until the end of the period you have already paid for.
The 30-day guarantee applies to your first payment on a subscription. Later renewals are not automatically refundable — but if a renewal caught you by surprise and you have not used the software in that period, email us. We would rather refund it than argue about it.
Lifetime licenses are covered by the 30-day guarantee in the ordinary way.
5. EU and UK consumers: your right of withdrawal
If you are a consumer resident in the European Union or the United Kingdom, you normally have a 14-day right to withdraw from a distance contract without giving a reason.
For digital content delivered immediately, that right is lost once download or streaming begins — but only if you expressly requested immediate delivery and acknowledged that you would lose the right. Our checkout asks for exactly that, because delivery of software and a license key is instant.
This does not disadvantage you. Our voluntary 30-day guarantee in section 1 is longer and less conditional than the statutory 14-day right, and we apply it regardless of what you clicked at checkout. The statutory right is described here for completeness; nothing in this policy removes any right you have under mandatory consumer law.
6. When we may decline
We reserve the right to decline a refund where there is clear evidence of abuse. In practice that means:
- Repeated purchase-and-refund cycles of the same product.
- Redistributing, reselling, or publishing the software, or tampering with the license validation.
- A request made well outside the 30-day window with no attempt to contact us earlier.
These are rare and we will explain our reasoning rather than simply refusing. We will not decline a refund because you did not like the product, because you could not get it to work, or because you did not read something first.
7. If the problem is the data feed
Holdfast Liquidity Levels requires an order-by-order (MBO) market depth feed, which you buy separately from a data vendor. We say so on the product page, in the documentation, and in detail on our market data page.
If you bought it and then discovered you do not have the required feed, that still qualifies for a refund under section 1 — we would rather return your money than have you feel misled.
What we cannot refund is market data you purchased from a vendor. Those subscriptions are between you and CME Group, Rithmic, your broker, or your proprietary trading firm. We receive nothing from them and have no ability to cancel or refund them.
8. Chargebacks
Please email us before disputing a charge with your bank. A chargeback costs us a fee, freezes the process for months, and gets you your money slower than simply asking would have. There is no scenario where the dispute route serves you better — we have never refused a good-faith refund request.
License keys are revoked automatically when a chargeback is filed.
9. Who actually issues the refund
Lemon Squeezy is the merchant of record for all Holdfast purchases. It appears as the seller on your invoice and issues the refund, including reversing any sales tax or VAT collected. We authorize it; the money movement is theirs.
10. Contact
[ENTITY]
[ADDRESS]
support@holdfastlevels.com