Last updated: August 2026.
1. The short version
TSOPEN is a digital product. The license key is generated and sent the moment your payment clears, and the software is downloadable from your account area in the same minute. Because of that, sales are final once the key has been issued, with three exceptions we spell out in section 3: a duplicate charge, a technical failure that stops you installing it and that support cannot fix, and a purchase reported as a mistake before the key has been used.
We would rather say this in one honest paragraph than hide it in clause 14 of the terms. If that policy is not one you are comfortable with, do not buy. Read section 9 first.
2. What you are buying, and when it arrives
You are buying a license to use software, delivered digitally and immediately. When the payment clears, three things happen automatically and within seconds: the license key is created, it is emailed to the address you used at checkout, and it appears in your account area along with the download and the setup guide. There is no shipping, no waiting period and no way to un-deliver a key once it exists. By completing checkout you are asking for that delivery to start straight away.
3. When we refund
Three cases, and we apply them without argument when they apply:
a) A duplicate or incorrect charge. If you were charged twice for the same order, charged for seats you did not select, or charged an amount that does not match what the checkout showed, we refund the difference in full. Tell us and we will check the Stripe record against your order.
b) A technical failure that prevents installation. If the software will not install or will not run on a system that meets the stated requirements, open a ticket and support will work the problem with you. If it cannot be resolved within 14 days of the first ticket, we refund in full. The condition is genuine engagement: we need you to try the steps support suggests and to send back what they ask for (a screenshot, a log line, an error message). A problem we are never allowed to look at is not a problem we can be asked to refund.
c) A purchase made in error. Wrong product, wrong number of seats, a second checkout because the first one seemed to fail, a card used by someone in your household by mistake. Tell us within 48 hours of the payment and before the license key has been activated on any machine, and we refund it in full. Once a key has been activated, the software has been used, and this exception no longer applies.
4. When we do not refund
Equally plainly, so nobody finds out later:
- Changing your mind after the key is activated. Once the software has run on a machine, it has been delivered and used.
- Results. Trading outcomes, a losing stretch, or a live account that does not look like the backtest are not grounds for a refund. Everything on this site says the published figures are hypothetical, and the risk disclosure says why.
- Prop firm evaluation fees. Those are paid to a third-party firm under its own contract. They are almost always non-refundable and they are never refundable by us.
- Other people's costs: your broker, your data feed, your VPS, your bank's currency conversion fee.
- A setup you will not let support see. If a ticket goes unanswered for weeks and then becomes a refund request, we have not had the chance to fix anything.
- A license terminated for breach: a shared or resold key, a tampered activation. Section 14 of the terms covers that.
5. How to ask for one
Through the contact form, which is the only way to reach us. There is no email address, no phone number and nobody to call. Pick the category "Billing and invoices" and include:
- your order reference (it looks like RB-260829-A1B2C3 and it is on your confirmation email and in your account area);
- the email address the order was placed with;
- which of the three cases in section 3 you are asking under, and what happened;
- for a technical failure, the ticket reference of the support thread where we tried to fix it, so the history is attached.
Your message becomes a ticket with its own reference and you can follow it from the link you receive by email or from your account area. Everything to do with the request (questions, the decision, the confirmation) happens in that thread, so nothing depends on somebody remembering an email.
6. What happens next
A person reads it. We check the order and the Stripe record, and if it is a technical case we check the support history. We answer with a decision within 5 business days of having everything we asked for, usually much sooner, and the answer goes into the ticket in writing (including if it is no, with the reason). If we need something else from you, the clock on those 5 days starts when you send it.
7. How the money comes back
Approved refunds are issued through Stripe to the original payment method, for the full amount of the order unless the ticket says otherwise. We cannot send it anywhere else (not to a different card, not to a bank transfer, not as store credit) because a refund is technically a reversal of the original charge. Once it is issued, it typically appears on your statement within 5 to 10 business days, depending on your bank, which is the part neither we nor Stripe control. Any currency conversion or foreign transaction fee your bank applied to the original charge is between you and your bank; the amount reversed is the amount we received.
8. A refunded order deactivates its license
This follows automatically and it is not a punishment: when an order is refunded, the license it paid for is deactivated. The key stops activating, existing seats stop checking in, and the download is removed from the account area. You must stop using the software and delete the copies you hold. If the order was an installment plan, refunding it also cancels any remaining scheduled payments, and if the plan was only partly paid the refund covers the installments actually taken.
9. Not sure? Ask before you buy, not after
If you are hesitating because you do not know whether this is for you, that is the right instinct and buying is the wrong way to find out. Read the performance page and see exactly what the backtest is and what it is not, read the risk page and decide whether you are comfortable with the losing stretches, and then send whatever is still bothering you through the contact form. We answer presale questions from the same queue as everything else, we will tell you when the answer is "this is probably not for you", and nobody will follow up to pressure you. A question costs nothing. A refund request has a policy attached to it.
10. Chargebacks
If you think something was charged wrongly, open a ticket first. A chargeback filed before you have told us takes weeks, suspends your license while the dispute is open, and gets resolved by a card network reading documents instead of by a person reading your message. We would rather refund a case that qualifies in a couple of days than defend one for a month.
11. Your legal rights
This policy sets out what we offer voluntarily. It does not limit or replace any right you have under consumer protection law that applies to you and that a contract cannot override. If a mandatory rule in your jurisdiction gives you more than this page does, that rule wins, and you should say so in your ticket so we handle the request under it.
12. Changes to this policy
We may update this page, with the date at the top changed to match. The version in force is the one published when you placed your order, so a change never takes away a right you already had on an order already paid for.