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Billing & Refund Policy

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Last updated: 20.05.2026. This Billing & Refund Policy forms part of the TensorAlgo Terms of Service.

1. Overview

This Billing & Refund Policy governs all payments, subscriptions, one-time purchases, and refunds for TensorAlgo ("Platform", "we", "us"). By purchasing or subscribing, you agree to this policy in full.

2. Payment Processor

All payments are processed securely by Stripe, a third-party payment processor. By making a purchase, you agree to Stripe's Terms of Service and Privacy Policy. TensorAlgo does not store full payment card details on its servers. Stripe processes and stores payment information in accordance with their own security standards and applicable law.

3. Pricing & Plans

TensorAlgo may offer subscription plans, one-time payment top-ups, free access, or trial access. All prices and applicable taxes are displayed before purchase. Prices are shown in GBP or USD as indicated at checkout.

4. Subscriptions

Subscriptions are billed on a recurring basis (monthly or annually, as selected at the time of purchase) and renew automatically at the end of each billing period unless cancelled before the renewal date.

To cancel, you may do so at any time through your account settings or by contacting us at hello@tensoralgo.com or via our contact form. Cancellation stops future billing. Your access continues until the end of the current paid billing period. We do not provide partial refunds for unused time within a billing period.

5. One-Time Payments & Top-Ups

We may offer one-time payment options, including credit top-ups or access upgrades. One-time payments are charged immediately at the time of purchase. Unless a specific refund window is stated at the time of purchase, one-time payments are non-refundable once access or credits have been granted.

6. Free Trials

If a free trial is offered, no charge occurs until the trial period ends. You must cancel before the trial ends to avoid being charged. Trial terms and duration will be stated at the time of registration.

7. Refund Policy

All payments are generally non-refundable due to the digital and immediate-access nature of the Platform.

We do not provide refunds for:

  • Unused subscription time within a billing period
  • Partial billing periods
  • User inactivity or lack of usage
  • Change of mind after purchase
  • Dissatisfaction with trading results or outcomes
  • Unused credits or top-up balances, except where required by law

Refunds may be issued at our sole discretion in limited cases, including:

  • Duplicate charges or verified billing errors
  • Technical issues that completely prevent access to the Platform, where we are unable to resolve them within a reasonable timeframe

All refund requests must be submitted within 14 days of the charge. Requests submitted after this window may not be eligible for review. To request a refund, contact us at hello@tensoralgo.com or via our contact form.

UK & EEA Consumer Rights (Cooling-Off Period)

If you are a consumer located in the United Kingdom or European Economic Area, you may have a statutory right to cancel a purchase within 14 days under applicable consumer protection law (the "cooling-off period").

However, by completing a purchase and accessing the Platform, you expressly request that the service begins immediately and acknowledge that you lose your right to cancel once the service has begun or digital content has been delivered. This waiver applies where you have actively accessed the Platform or consumed digital content following purchase.

If you have not yet accessed the Platform and wish to exercise your cooling-off right, please contact us within 14 days of purchase at hello@tensoralgo.com or via our contact form.

8. No Guarantee of Outcomes

Purchasing access to the Platform does not guarantee any trading results, performance improvements, signal accuracy, or financial outcomes. Refunds will not be granted based on dissatisfaction with platform outputs or trading results.

9. Failed Payments

If a payment fails, we may attempt to retry the charge automatically. We will endeavour to notify you of a failed payment. You will have a grace period of up to 7 days to update your payment method via your account settings. If payment is not resolved within this period, access to the Platform may be limited or suspended. Continued non-payment may result in account termination.

10. Pricing Changes

We may update pricing at any time. For existing subscribers, pricing changes apply at the start of the next billing cycle. We will provide advance notice of material pricing changes by email or in-platform notification.

11. Taxes

Displayed prices may exclude applicable taxes such as VAT. The applicable tax amount, if any, will be shown at checkout. You are responsible for any taxes based on your location that are not collected and remitted by TensorAlgo.

12. Chargebacks & Disputes

If you initiate a chargeback or payment dispute with your bank or card provider without first contacting us, we may suspend or terminate your account pending investigation. Chargebacks initiated without a legitimate basis may be contested.

If you believe a charge is incorrect or unauthorised, please contact us first at hello@tensoralgo.com or via our contact form. We will investigate and aim to resolve genuine billing disputes promptly.

13. Service Nature Disclaimer

TensorAlgo is a digital software service. Access may be granted immediately upon purchase. No physical goods are delivered. All purchases are for access to a software platform and related digital features.

14. Contact

For billing support, contact us at hello@tensoralgo.com or via our contact form.