Last updated: 2026-09-23
Quick answers about KENZO products, downloads, Market Scan, support and your rights. For the exact contents and requirements of a product, check its own listing.
Do KENZO signals, EAs or indicators guarantee profit?
No. Any strategy can lose money. There is no guaranteed return, win rate or profit factor. Read the Risk Disclosure before using a product with real funds.
What is the difference between an EA, indicator and signal?
An EA or robot may execute or manage trades after you install and enable it. An indicator displays information on a chart; a signal or scan describes a possible setup. The exact behavior depends on the product description and your settings.
Will an MT5 file work on MT4?
Not generally. MT4 and MT5 use different program formats and are not interchangeable. Check the stated platform, version and other requirements before buying. Ask support if you are unsure.
Should I start on a demo account?
Yes. Check installation, settings, trade size and behavior in a demo environment before considering live use. Demo behavior still cannot guarantee the same outcome with a live broker.
How do I get my purchased files?
After successful payment, use the download links available with your order or in My Account → Downloads. Account and licence requirements can still apply. If a link is missing, contact support with your order number.
How do I open a password-protected ZIP?
Download the ZIP and any separate unlock-instructions PDF provided with your purchase. On Windows, download 7-Zip from its official website using the link below, install it, right-click the ZIP and choose 7-Zip → Extract files. Enter the passcode from your private instructions when asked. Keep the ZIP and instructions together; do not publish the passcode. Contact support if the supplied files or passcode do not work.
Can I return a digital product because I changed my mind?
We generally do not offer discretionary change-of-mind refunds once digital content is delivered or access has begun. This is subject to all applicable cancellation and consumer rights. Defective, misdescribed or undelivered content may qualify for a legal remedy. See Refunds & Support.
What if a download, licence or installation does not work?
We are happy to help. Email support@kenzoea.com with your order number, product/version, platform, error message and steps already tried. Remove sensitive information from screenshots. We will investigate and work toward a practical resolution and any legally required remedy.
Can I get a refund because an EA lost a trade?
Trading profits are not guaranteed, so a losing trade or disappointing result alone is not a refund entitlement under our discretionary policy. This does not remove rights concerning a real defect, misdescription or another legal issue.
How many free Market Scans can I use?
Guests receive 5 free scans per UTC day and signed-in accounts receive 10. Guest visitors on the same internet address may share the allowance. Daily allowances reset at midnight UTC.
How much is a paid scan?
A paid scan uses 2 credits after your daily free allowance. At the base rate of US$0.10 per credit this is US$0.20 per scan, before applicable tax. Bonus-credit bundles reduce the effective price; the current pack and checkout show the price and credits received.
Do I pay when a scan fails or says wait?
An unavailable, failed or timed-out scan releases its reserved allowance or credits. A completed analysis that finds no qualifying setup and says wait is still a completed scan.
Why can I see a chart but not run a scan?
The chart and scanner are separate services. Scanning requires a connected local worker and a supported data feed for the selected instrument and strategy. A visible chart does not mean that a scanning feed is connected.
Are the observed results actual trading profits?
No. They track subsequent market price paths under the published methodology. They do not show executed customer trades or account returns and do not model every fee, spread, slippage or execution constraint.
Does Market Scan place trades or need my broker password?
The website scanner does not place orders and does not need your broker password. Never send trading passwords, API secrets or private keys to support or a chat agent. An EA installed in your own terminal is a separate product with the permissions you enable.
How can I get help or ask about my personal information?
Use the support options available in your account or email support@kenzoea.com. For a privacy request, explain what you want to access, correct or remove. We may need proportionate verification to protect your account.