Legal

Refund Policy

Last updated: April 22, 2026

This Refund Policy explains the terms and conditions for requesting a refund for your PropSync software license. By purchasing PropSync, you agree to be bound by this policy.

1. 14-Day Limited Refund Period

We offer a limited 14-day refund window from the date of purchase, subject to the conditions outlined below. This refund period is intended solely for customers who experience genuine technical compatibility issues that prevent the Software from functioning.

Note: A refund is only available if PropSync does not work with your specific NinjaTrader 8 setup due to technical incompatibility. This is not a "try before you buy" or "satisfaction guarantee" policy.

2. Conditions for Refund Eligibility

To be eligible for a refund, ALL of the following conditions must be met:

  • Timeframe: Your refund request must be submitted within 14 days of the original purchase date
  • Technical Issue: You must demonstrate that PropSync does not function with your NinjaTrader 8 installation due to a technical compatibility issue
  • Support Contact: You must have contacted our support team and allowed us reasonable time (at least 48 hours) to attempt to resolve the issue
  • Cooperation: You must have cooperated with our troubleshooting efforts, including providing requested information, logs, screenshots, or remote access if necessary
  • No Misuse: You must not have violated our Terms of Service

3. Refunds Are NOT Available For

The following situations do NOT qualify for a refund:

  • Change of Mind: Deciding you no longer want or need the Software
  • Failure to Read Documentation: Not understanding how to use the Software or its features
  • Trading Losses: Any losses incurred while trading, regardless of whether they were related to Software behavior
  • Software Bugs or Errors: Bugs, errors, or unexpected behavior that cause trading losses or missed opportunities (see our Terms of Service for liability disclaimers)
  • Prop Firm Rule Violations: Account terminations or penalties from prop firms
  • External Factors: Issues caused by your broker, NinjaTrader, internet connection, computer hardware, or other third-party software
  • Feature Requests: The Software not having features you expected or wanted that were not advertised
  • Price Changes: Purchase made before a sale or price reduction
  • Duplicate Purchases: Accidental duplicate purchases (contact us immediately for resolution)
  • Late Requests: Refund requests submitted after the 14-day period

4. Refund Request Process

To request a refund:

  1. Email support@propsync.io with the subject line "Refund Request - [Your Order Number]"
  2. Include your order number, purchase email, and date of purchase
  3. Provide a detailed description of the technical issue you're experiencing
  4. Attach any relevant screenshots, error messages, or log files
  5. Confirm that you have read and agree to this Refund Policy

We will review your request within 5 business days and respond with either a resolution or a request for additional information.

5. Refund Processing

If your refund is approved:

  • The refund will be issued to the original payment method
  • Processing time is typically 5-10 business days, depending on your payment provider
  • Your license key will be deactivated upon refund approval
  • You must immediately uninstall and delete all copies of the Software

6. One Refund Per Customer

Each customer is entitled to a maximum of one (1) refund. If you have previously received a refund for PropSync, you are not eligible for any future refunds, regardless of the circumstances of a subsequent purchase.

7. Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your bank or payment provider without first contacting us to resolve the issue:

  • Your license will be immediately and permanently revoked
  • You will be banned from future purchases
  • We reserve the right to dispute the chargeback and provide evidence of the transaction and this policy
  • We may pursue recovery of any fees incurred as a result of the chargeback

8. Disclaimer Regarding Trading Losses

IMPORTANT: Under no circumstances will refunds be issued for trading losses. PropSync is a tool that copies your trading activity. All trading decisions are made by you, and all trading risk is borne by you. Software bugs, latency, connectivity issues, or any other technical problems that may result in trading losses do not entitle you to a refund. By purchasing PropSync, you acknowledge and accept this risk.

Please refer to our Terms of Service for complete details on our liability disclaimers and risk acknowledgments.

9. Contact Us

If you have questions about this Refund Policy, please contact us:

Email: support@propsync.io

Please allow up to 48 hours for a response during business days.

10. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will govern your refund eligibility.