Founding Traders — 40% off your first challenge
Code: NEW40

Refund Policy

Refund Policy

This Refund Policy explains when and how refunds are available for purchases made through Monetro (monetro.com). It forms part of, and should be read together with, our Terms & Conditions. Capitalized terms have the meaning given in the Terms & Conditions.

1. What this policy covers

This policy applies to Evaluation Fees and any related paid add-ons purchased through our Website. It does not apply to performance-based Payouts, which are governed by the Terms & Conditions.

2. Nature of your purchase

When you purchase a Challenge, you are paying for immediate access to digital evaluation software, real-time market data, platform licensing, and related tools. Access is normally delivered to you instantly after payment. Because this is a digital service that is made available right away, Evaluation Fees are generally non-refundable once access has been provided, except as expressly set out in this policy or as required by applicable consumer-protection law.

3. When you may be eligible for a refund

You may request a refund of your Evaluation Fee where all of the following conditions are met:

  • the request is made within [14] calendar days of purchase; and
  • no trading activity has taken place on the relevant evaluation account (no orders have been placed); and
  • the account has not otherwise been used in breach of the Terms & Conditions.

We may also issue a refund at our discretion in cases of confirmed duplicate charges or a verified technical billing error (see Section 8).

4. When refunds are not available

Refunds will not be provided, to the maximum extent permitted by law, where:

  • trading activity has already taken place on the account;
  • the refund request is made after the eligible window in Section 3;
  • the purchase was made using a 100% discount or fully complimentary code, or was otherwise free of charge;
  • the account, or a related account, has breached the Terms & Conditions or the program rules (including prohibited trading techniques, fraud, or multi-account abuse);
  • you have already passed an evaluation phase, received a Funded Account, or received a Payout in connection with the purchase; or
  • the request relates to dissatisfaction with results, failure to meet objectives, or a breach of a risk limit.

5. How to request a refund

Send a request to support@monetro.com from the email address associated with your Account, including:

  1. your full name and the email/Account used for the purchase;
  2. the order or transaction reference; and
  3. the reason for your request.

We may ask for additional information to verify the purchase and your identity before processing a refund.

6. How refunds are issued

6.1. Approved refunds are returned to the original payment method used for the purchase, unless that is not possible, in which case we will agree an alternative with you.

6.2. We aim to review eligible requests within [7] business days and to issue approved refunds promptly thereafter. The time for funds to appear depends on your payment provider or bank and is outside our control.

6.3. Refunds are made in the original purchase currency. We are not responsible for currency-conversion differences, bank charges, or third-party payment fees, and these may be deducted from or excluded from the refunded amount.

6.4. Cryptocurrency / USDT payments. Where a purchase was made using cryptocurrency, any approved refund will be issued in the equivalent value to a wallet you nominate. Because blockchain transactions are irreversible and crypto values fluctuate, the refunded amount may differ from the original amount in fiat terms, and network fees may apply.

7. Chargebacks & payment disputes

Please contact us first — we want to resolve billing issues directly. Initiating a chargeback or payment dispute instead of using the process in this policy may be treated as a breach of the Terms & Conditions and may result in suspension or termination of your Account(s) and forfeiture of any pending Payout. We reserve the right to contest disputes we believe are unjustified and to provide payment providers with records of your purchase and use of the Services.

8. Duplicate or erroneous payments

If you are charged more than once for the same order, or are charged in error, contact support@monetro.com with the transaction details. Verified duplicate or erroneous charges will be refunded.

9. Promotions & coupons

Purchases made with promotional codes or discounts may be subject to additional conditions stated with the offer. Fully complimentary (100%-off) purchases are not eligible for a cash refund.

10. Changes to this policy

We may update this Refund Policy from time to time. Changes are effective when posted on the Website with an updated “Last updated” date and apply to purchases made after that date.

11. Contact

For any refund question, contact support@monetro.com.