Refund Policy

1. Overview

We want our customers to be satisfied with their purchases. Because our products are digital goods and services (software licences, SaaS access, API access, custom development), refund eligibility is more limited than for physical goods. This policy explains the specific rules that apply.

Nothing in this Policy limits any statutory consumer right you may have that cannot be waived by contract.

2. Eligible Refund Situations

We may issue a refund, in full or in part, in the following situations:

2.1 Duplicate or accidental payments

If you have been charged more than once for the same order due to a technical or processing error, we will refund the duplicate amount in full.

2.2 Non-delivery

If we fail to deliver a product or licence that was purchased and paid for, and we cannot resolve the issue within a reasonable time, you may request a refund of the affected amount.

2.3 Product not as described

If a product materially fails to match its published description and we cannot resolve the discrepancy, you may request a refund within 14 days of purchase (or licence issuance, whichever is later), provided the licence has not been activated or the product has not been substantially used.

2.4 Service failures

For SaaS products and services, if we experience a material, sustained service failure that is not remedied and that prevents you from using the product for its intended purpose, you may request a pro-rated refund for the affected billing period.

2.5 Compliance or eligibility issues

If a transaction is rejected or reversed by us due to a compliance decision (for example, a sanctions screening result), any amounts received will be refunded in full.

3. Situations Not Eligible for Refund

Refunds will generally not be issued for:

• Change of mind after the licence has been activated or the file has been downloaded;
• Failure to use the product, or lack of technical skill required to use it, where the product functions as described;
• Losses arising from use of the product (including but not limited to trading results, business outcomes, or third-party decisions);
• Cancellation of a subscription more than 14 days after the most recent renewal date (except where the subscription terms provide otherwise);
• Custom development work that has already been substantially performed and accepted;
• Requests submitted more than 14 days after the original purchase, unless a longer period is required by applicable law;
• Failure to meet our compliance requirements, if the failure is not the fault of Analyst Edge Solutions.

4. Time Limits

• One-time licence purchases: within 14 days of licence issuance, provided the licence has not been activated;
• Subscriptions (monthly, quarterly, annual): within 14 days of the most recent billing date, for that billing period only;
• Custom development and enterprise engagements: per the terms of the applicable Statement of Work or service agreement.

5. How to Request a Refund

To request a refund, submit a support ticket from your customer dashboard or email us at billing@analystedgesolutions.com with:

• Your order number;
• The name and email associated with the account;
• A clear description of the issue;
• Any supporting evidence (screenshots, error messages, logs).

We will acknowledge your request within 3 business days and provide a decision within 10 business days.

6. How Refunds Are Processed

Approved refunds are issued using the original payment method where possible:

• Bank transfer: refunded back to the originating bank account.
• Cryptocurrency: refunded in the same cryptocurrency to an address you provide. Refund amount is calculated based on the original received amount and the exchange rate at the time of refund. We are not responsible for market movements between the original payment date and the refund date.
• Payment gateway (where applicable): refunded via the same gateway, subject to the gateway's own processing timeline.

Refund processing typically takes 5–10 business days after approval, though this depends on the payment channel.

7. Partial Refunds

Where only part of an order is affected (for example, one of several products in an order, or one month of a subscription), we may issue a partial refund for the affected portion only.

8. Licence and Access After Refund

When a refund is issued for a software licence or SaaS subscription, the corresponding licence or access will be revoked or cancelled. Any downloaded files must be deleted. Continued use after a refund is a violation of our Terms of Service and the applicable Software Licence Agreement.

9. Chargebacks

If you initiate a chargeback through your payment provider without first contacting us, we may suspend your account and licences pending investigation. We ask that you contact us first so we can resolve the issue directly. Fraudulent chargebacks may result in permanent account termination.

10. Currency

Refunds are issued in the same currency as the original payment where possible. Where this is not possible, the refund amount is calculated using the exchange rate applicable at the time of the refund. Any difference arising from currency fluctuations is not refundable.

11. Changes to This Policy

We may update this Refund Policy from time to time. The current version applies to purchases made on or after the effective date shown at the top of this page.

12. Contact

For refund-related questions:

• Billing: billing@analystedgesolutions.com
• Support: support@analystedgesolutions.com
• Or open a support ticket from your dashboard