Legal
Refund Policy
This policy is part of our Terms of Service. It says exactly when you get your money back.
Effective October 28, 2026
The rule that surprises people
A negative answer is still the product
A screen that runs correctly and tells you your idea does not work is not refunded.
You are paying for the answer, not for a particular answer. Most ideas fail; our published pass rate is roughly one in one hundred and ninety. A verdict of DEAD is the product working, and it is the most valuable result we sell, because it cost you the price of a screen instead of the price of finding out with real money.
If that is not the deal you want, do not run a screen.
Screens written in the Strategy Language
If a Strategy Language screen does not finish, you get back every credit it cost, without asking, and those credits never expire. If it finishes, you have what you paid for, whatever the verdict or grade.
A screen that does not finish means one that fails, is refused by our engine, is stopped by us, runs past our time limit for one screen, or has not started within 24 hours of your pressing Run, for example because our engine is down; the credits come back at our next check after that, normally within a day. A heavy screen gives back both of its credits. Refunds of a Strategy Language screen are made in credits, never in cash.
When we refund
- A screen fails because of a fault on our side: a crash, a data problem, a job that never completes, or one that runs past our time limit
- RefundEvery credit it cost (two for a heavy Strategy Language screen), given back automatically. A credit given back never expires
- A Strategy Language screen has not started within 24 hours of your pressing Run
- RefundEvery credit it cost, automatically
- We cannot run your specification at all and tell you so
- RefundEvery credit it cost, given back
- You were charged twice for the same thing
- RefundFull refund of the duplicate
- A renewal charged after you cancelled
- RefundFull refund
- You subscribed for the first time, have not spent a single credit, and ask within 7 days
- RefundFull refund of that period
- We discontinue a paid feature you are subscribed to
- RefundPro-rated refund for the unused portion
- Required by the law where you live
- RefundAs required
| Situation | Refund |
|---|---|
| A screen fails because of a fault on our side: a crash, a data problem, a job that never completes, or one that runs past our time limit | Every credit it cost (two for a heavy Strategy Language screen), given back automatically. A credit given back never expires |
| A Strategy Language screen has not started within 24 hours of your pressing Run | Every credit it cost, automatically |
| We cannot run your specification at all and tell you so | Every credit it cost, given back |
| You were charged twice for the same thing | Full refund of the duplicate |
| A renewal charged after you cancelled | Full refund |
| You subscribed for the first time, have not spent a single credit, and ask within 7 days | Full refund of that period |
| We discontinue a paid feature you are subscribed to | Pro-rated refund for the unused portion |
| Required by the law where you live | As required |
A refund under the first-7-days rule also ends the subscription at once. When a charge is refunded in full, the credits it granted that you have not spent end with it.
When we do not refund
- The verdict was DEAD or INCONCLUSIVE, or a swing screen was graded PROMISING, DOUBTFUL or DEAD
- WhyThe screen ran and delivered the answer you paid for
- You did not like the result, or expected different numbers
- WhySame
- The specification you confirmed was not the one you meant, including where the research desk misread you
- WhyBefore you confirm, the menu shows your specification in plain language, and a Strategy Language specification is read back to you in full, clause by clause, with every default and departure marked. Where a departure changes the idea, you tick that the verdict will be on that version, not on your exact idea. The read-back is shown again on the report
- An answer came back faster than you expected, because someone had already run the same specification
- WhyYou paid for the answer, not for the computer time. Cached results are identical to fresh ones, and a cached Strategy Language screen costs the same as a fresh one
- A Strategy Language screen cost two credits because of its bars
- WhyThe cost, and why, are shown before you press Run
- A next screen or a nearby version you ran came back DEAD, INCONCLUSIVE or DOUBTFUL
- WhyEach is a specification of its own, screened as one
- Your plan ended or moved to Free after a screen ran
- WhyThe screen was delivered; its report stays in your account at your current plan's level
- A completed Strategy Language screen's list of trades could not be provided
- WhyThe report and every figure in it are computed on all the trades; the list does not change them
- Unspent credits at the end of a billing period, or when you cancel
- WhyCredits expire as described in the Terms
- A partial subscription period after the first 7 days
- WhyCancellation ends future billing; it does not refund the current period
- You delete your account while a subscription is active
- WhyDeleting cancels the subscription at once and does not refund the current period. The first-7-days refund above still applies if you ask for it
- You traded something and lost money
- WhyWe do not give trading advice and we are not responsible for your trades. See the Risk Disclosure
- We terminated your account for a breach of the Terms
- WhyThe Terms say the current period is then not refunded
| Situation | Why |
|---|---|
| The verdict was DEAD or INCONCLUSIVE, or a swing screen was graded PROMISING, DOUBTFUL or DEAD | The screen ran and delivered the answer you paid for |
| You did not like the result, or expected different numbers | Same |
| The specification you confirmed was not the one you meant, including where the research desk misread you | Before you confirm, the menu shows your specification in plain language, and a Strategy Language specification is read back to you in full, clause by clause, with every default and departure marked. Where a departure changes the idea, you tick that the verdict will be on that version, not on your exact idea. The read-back is shown again on the report |
| An answer came back faster than you expected, because someone had already run the same specification | You paid for the answer, not for the computer time. Cached results are identical to fresh ones, and a cached Strategy Language screen costs the same as a fresh one |
| A Strategy Language screen cost two credits because of its bars | The cost, and why, are shown before you press Run |
| A next screen or a nearby version you ran came back DEAD, INCONCLUSIVE or DOUBTFUL | Each is a specification of its own, screened as one |
| Your plan ended or moved to Free after a screen ran | The screen was delivered; its report stays in your account at your current plan's level |
| A completed Strategy Language screen's list of trades could not be provided | The report and every figure in it are computed on all the trades; the list does not change them |
| Unspent credits at the end of a billing period, or when you cancel | Credits expire as described in the Terms |
| A partial subscription period after the first 7 days | Cancellation ends future billing; it does not refund the current period |
| You delete your account while a subscription is active | Deleting cancels the subscription at once and does not refund the current period. The first-7-days refund above still applies if you ask for it |
| You traded something and lost money | We do not give trading advice and we are not responsible for your trades. See the Risk Disclosure |
| We terminated your account for a breach of the Terms | The Terms say the current period is then not refunded |
Cancelling a subscription
Cancel from your account: Account, Billing, Cancel subscription, then confirm. No phone call or email is needed. The subscription stays active, with its credits, until the end of the period you have paid for, and nothing more is charged; you can resume it from the same page before then. If the current period was never paid because a payment failed, cancelling ends it at once. Cancelling stops future renewals; it does not refund the current period (see the tables above).
Deleting your account (Account, Profile) cancels a subscription at once instead, and all its credits end with it. The current period is not refunded, except under the first-7-days rule if you ask.
Sierra Chart studies
This section, not the tables above, decides when a study is refunded.
Free studies cost nothing, so there is nothing to refund.
Paid studies are delivered in one of two ways, as each product page says. A download study is delivered when we give you its download link, straight after payment. A licensed study is delivered by enabling the licence on the Sierra Chart account you named at checkout; until we have enabled it, you can cancel the purchase and get a full refund on request. Once a study has been delivered, it is refunded only in these cases:
- We cannot enable the licence, for example because we cannot match the account name you gave even after writing to you
- RefundFull refund
- You were charged twice for the same study
- RefundFull refund of the duplicate
- The study does not load in a current version of Sierra Chart on Windows, and we cannot fix it within a reasonable time
- RefundFull refund, and the licence is removed or the download link closed
- Required by the law where you live
- RefundAs required
| Situation | Refund |
|---|---|
| We cannot enable the licence, for example because we cannot match the account name you gave even after writing to you | Full refund |
| You were charged twice for the same study | Full refund of the duplicate |
| The study does not load in a current version of Sierra Chart on Windows, and we cannot fix it within a reasonable time | Full refund, and the licence is removed or the download link closed |
| Required by the law where you live | As required |
A paid study is not refunded because you changed your mind after it was delivered, because your data feed or Sierra Chart package does not provide the data its product page says it needs, or because trades you took while using it lost money. A study is a charting tool, not advice, and we are not responsible for your trades.
Refunds for studies go back to the original payment method through Stripe. When a study is refunded, its licence is removed from your Sierra Chart account, or its download link is closed and you must delete any copy you downloaded.
How to ask
Email support@waypointquant.com from the address on your account with the job link or the invoice number. We answer within 2 business days. Approved refunds go back to the original payment method and normally appear within 5 to 10 business days, depending on your bank.
Chargebacks
If something is wrong, tell us first. We would rather refund you than argue with your bank. If you dispute a charge instead, the subscription it paid for ends at once and its unspent plan credits expire, and a disputed study's download link is closed and its licence removed. Nothing is restored automatically if the dispute is decided in your favour; write to us and we will put it right.
Questions: support@waypointquant.com