BLUEBOAT • CANCELLATIONS AND REFUNDS
Refund Policy
This Policy explains how requests involving withdrawal, cancellation, refunds, delivery failure and recurring charges for BlueBoat software are handled.
1. Supplier information
2. Right of withdrawal for online purchases
Where the right of withdrawal under Article 49 of the Brazilian Consumer Protection Code applies, the consumer may request cancellation within the statutory period of 7 calendar days from entering into the contract or receiving the product or service, as applicable.
A request made within the statutory period does not require a reason. Once the purchase details have been confirmed, steps will be taken to cancel the license and return the amounts paid through the same payment method, subject to the operational time frames of the payment processor and financial institution.
3. How to make a request
- Send the request to hello@xblueboat.net.
- Provide the full name, email address used for the purchase, product, date, amount and the last four digits of the card, where applicable.
- Do not send a full card number, security code, banking password or secret key.
- Wait for confirmation of receipt and any instructions for license deactivation.
4. Monthly subscriptions
The monthly plan renews until cancelled. The customer may request cancellation to prevent future charges. Cancellation does not erase charges already processed and does not by itself produce a proportional refund for a period that has already begun, except where there is a right of withdrawal, an improper charge, a service failure or another situation required by law.
After cancellation, the license may remain active until the end of the paid period unless there is a full refund, fraud, a dispute, breach of the Terms or a technical or legal need for immediate deactivation.
5. 3-, 6- and 12-month plans
These plans are fixed-term licenses paid in advance. After the statutory withdrawal period, there is no automatic refund for a change of mind, lack of use, change of strategy, trading performance, change of broker, incompatibility caused by the customer’s environment or a decision to stop trading.
Later requests will be assessed in good faith where there is a proven defect, non-delivery, improper charge, inability to correct the issue within a reasonable time or another situation protected by applicable law.
6. Delivery or activation failure
If BLUEBOAT does not deliver or activate the license within the stated time, the customer must contact support so the issue can be corrected. During the initial launch, manual activation may take place within 24 hours after payment confirmation and receipt of the correct information.
If delivery does not occur and the failure is not resolved within a reasonable time, the customer may request cancellation and a refund. The activation time is suspended while essential information is missing or where there is a registration discrepancy, suspected fraud or incorrect MT5 account, broker or server information.
7. Technical defect
Before requesting a refund because of a defect, the customer must allow support to analyze the issue and attempt to correct it. Logs, screenshots, the MetaTrader 5 version, broker, server, settings used and a description of the error may be requested.
The following do not in themselves constitute software defects:
- a negative financial result or a result different from backtests and demonstrations;
- spread, slippage, lack of liquidity, rejection or altered execution by the broker;
- interruption of the internet, VPS, computer, MetaTrader or a third-party service;
- incorrect configuration, excessive risk, or an incompatible instrument or timeframe;
- use on an MT5 account other than the authorized account;
- modification, reverse engineering or use outside the documentation.
8. Duplicate or improper charge
Duplicate charges, incorrect amounts or unrecognized payments must be reported immediately. BLUEBOAT will verify the transaction with Stripe and, if an improper charge is confirmed, make the corresponding adjustment or refund.
9. Disputes and chargebacks
Before filing a dispute with a bank, the customer should contact support to seek a solution. Filing a chargeback does not eliminate legitimate obligations and may lead to suspension of the license while the transaction is under review.
BLUEBOAT may provide the payment processor with records of acceptance, payment, communications, activation, delivery and license use in order to respond to a dispute.
10. Refund method and timing
Approved refunds will be sent to the original payment method wherever possible. After the request is submitted to Stripe, the time for the credit to appear depends on the card network, bank and billing cycle. BLUEBOAT does not control the financial institution’s internal processing time.
11. Effect of a refund
A full refund terminates the license and the right to use the software, updates and associated materials. The customer must stop using them and delete copies under their control, without prejudice to records that BLUEBOAT must retain for legal obligations, security and the regular exercise of rights.
12. Market risk
Trading losses, lack of profit, results different from expectations, failure in a proprietary trading firm challenge or changes in market conditions do not in themselves provide grounds for a refund. The products are software tools and do not include a promise of returns or a guarantee of results.
13. Contact
Requests for cancellation, withdrawal or a refund must be sent to hello@xblueboat.net.