Refund Policy

This draft restates the substance of the refund policy on the current SophieSMC store. Because our products are digital software delivered at purchase, the rules below reflect that delivery is immediate and access cannot be “returned” the way a physical good can.

Sales are generally final

Once access, delivery, or download instructions have been provided, the sale is considered final. By purchasing, you acknowledge that you are buying a digital product with immediate delivery.

Refunds we will review

We review refund requests on a case-by-case basis in the following situations:

• Duplicate charges. You were charged more than once for the same purchase.
• Failed delivery. You paid but never received access, the download, or your license key, and support could not resolve the delivery.
• Unresolvable major technical issues. A significant, verified defect in the software prevents its core function, and our support team was unable to resolve it within a reasonable time. We will make a genuine effort to fix problems first; a refund is the last resort, not the first step.

Refunds we do not grant

• Change of mind. Deciding after purchase that you no longer want the software is not grounds for a refund.
• Trading losses. Losing money in the market is a risk of trading, not a defect in the software. See the Risk Disclosure.
• Unmet profit expectations. The software is an analytical and execution tool; it does not guarantee profits or any level of performance.
• Not reading the product description. Please read the product page, system requirements (MetaTrader 5, supported setup), and these policies before you buy.

How to request a review

Email sophie@sophiesmcscanner.ca with your order details, the product purchased, and a description of the issue. For technical claims, include what you have tried and any error messages, so support can attempt a fix first. We aim to respond within two business days.

Refund method and timing

Approved refunds are returned to the original payment method. Depending on the payment processor and your bank, the refund can take 5–10 business days to appear on your statement.

Chargebacks

Please contact us before initiating a chargeback — we can usually resolve eligible issues faster than the dispute process. Abusive or fraudulent chargebacks may result in license termination.