Refunds & Support

1. Digital delivery and change of mind

Once digital content has been delivered or access has begun, we generally do not offer discretionary refunds simply because you changed your mind or the product’s trading results did not meet your expectations. This policy applies only to the extent permitted by law.

Before buying, check the product description, required platform/version, included files, licence conditions, supported markets and any other stated requirements. If something is unclear, ask us before paying. If you contact us before delivery, we will check the order and any applicable cancellation rights.

2. Your legal rights remain

This policy does not remove rights relating to content that is defective, materially misdescribed, not supplied, or otherwise fails to meet a legal requirement. Depending on the circumstances and applicable law, remedies may include assistance, correction, replacement, a price reduction, cancellation or a refund.

Where a cooling-off or withdrawal right applies to digital content or services, it continues unless it has lawfully ended. Any required prior express consent, acknowledgement and contract confirmation must be obtained; a general no-refund statement does not replace them.

Nothing here prevents you from contacting your payment provider or exercising a legal complaint or dispute right. We do not require you to give up those rights in order to receive support.

3. Let us help resolve the problem

We will make reasonable efforts to understand and resolve a reported problem. Depending on the issue, we may explain the setup, help restore access, correct a file or provide a replacement. Support does not guarantee a particular trading outcome.

Email support@kenzoea.com, or use the support options available in your account. Tell us what happened and the outcome you are requesting. If you believe a legal refund right applies, say so; the request will be assessed on its circumstances.

• Your order number and the email used for purchase.
• The product name/version and whether you use MT4, MT5, TradingView or another stated platform.
• The error message, steps already tried and relevant screenshots with account balances, passwords and other unnecessary personal details removed.
• For delivery problems, identify which download or archive is affected.

4. Trading losses are not a profit guarantee claim

Buying an EA, indicator, signal, setting file or other trading tool does not buy a guaranteed profit. Losing trades, drawdown or different live results do not by themselves show that the product is defective.

This does not excuse a false product description or remove a remedy where a real defect or other legal issue exists. Review our Risk Disclosure before using any product on a funded account.

5. Market Scan credits

Credit packs provide access to scans; they are not an investment, deposit or cash account. Any cancellation or refund request for a pack is assessed under the same applicable legal rights, taking account of the service supplied.

Unavailable, failed or timed-out scans return their reserved allowance or credits. A completed analysis that returns wait/no setup is a completed scan. That outcome does not alone mean the service failed.

When a payment is validly refunded or reversed, the associated credit grant can also be reversed. A balance may become negative if those credits have already been spent. This accounting adjustment does not remove any legal right to a refund.

6. Refund processing and follow-up

If a refund is due, we will confirm the amount and how it will be processed, normally through the original payment method where possible and lawful. Payment-provider processing times may vary. We do not require store credit instead of a monetary refund when the law requires a monetary refund.

Please contact us again if a promised resolution has not arrived. We want to help find the best practical and lawful way to resolve the issue.

• Risk Disclosure
• Frequently Asked Questions