Refund Policy

Last Updated: October 22, 2025

This document is prepared in English and shall be interpreted in English. Translations may be provided for convenience only. In the event of any inconsistency, conflict, or ambiguity between any translation and the English version, the English version shall prevail. Translations do not amend, supplement, or replace the English version. To the maximum extent permitted by law, the English version is the binding and controlling text.

TL;DR

Generally, no refunds except where required by law or otherwise stated in this Policy.
Billing errors/unauthorized auto-renewals will be refunded upon verification.
EU/EEA/UK consumers: 14-day cooling-off is handled per applicable law.
If you run into issues, contact [email protected] and we’ll help.

This Refund Policy ("Policy") outlines the conditions under which Zwinner Technology Limited ("DCAUT", "we", "us", or "our") may provide refunds for our Service (as defined in our Terms and Conditions).

By subscribing to or using our Service, you agree to this Refund Policy.

1. General Refund Policy - No Refunds

Due to the nature of digital services and immediate access to our proprietary tools and strategies, in general, all sales are final and non-refundable; however, where this Policy provides otherwise, or where required by applicable law (including Sections 2.3 and 2.4) or a final court order, we will handle refunds accordingly.

This Policy does not affect any non-excludable statutory rights you may have.

We do NOT offer refunds, credits, prorated amounts, or any form of reimbursement for:

Partially used subscription periods
Unused subscription time after cancellation
Service downgrades or plan changes
Changes of mind or buyer's remorse
Dissatisfaction with features, performance, or results
Trading losses or lack of profitability
Technical issues with third-party exchanges
User errors, misconfiguration, or failure to use the Service
Any other reason not expressly listed in Section 2 below

2. Refunds in Specific Circumstances

For Sections 2.1–2.2, we may consider a refund after reasonable discretion based on verified facts and evidence. Sections 2.3–2.4 are statutory circumstances that will be handled in accordance with applicable law.

2.1 Total Platform Failure

Complete and total inability to access ANY core Service features for more than 7 consecutive days
The failure must be directly and exclusively caused by DCAUT's systems, not by:
- Third-party exchange API issues
- User's internet connection or equipment
- Network infrastructure problems
- User's failure to maintain account in good standing
We recommend contacting us within 24 hours of the outage beginning for quicker assistance; late submissions will still be accepted and assessed based on evidence

2.2 Billing System Error

Duplicate charges or incorrect billing amounts directly caused by DCAUT's payment system (not payment processor errors)
We recommend contacting us within 48 hours of the charge appearing on your statement for quicker assistance; late submissions will still be accepted and assessed based on evidence
Requires documentary evidence (bank statements, payment receipts)
Proactive correction commitment: We proactively monitor and correct duplicate/incorrect billing; once verified, refunds will be returned to the original payment method within 5–10 business days.

2.3 Mandatory Legal Requirement

Where a refund is explicitly mandated by a final, non-appealable court order or regulatory decision
Or where consumer protection laws of your jurisdiction provide an absolute right to refund (e.g., certain EU distance selling regulations, if applicable)

ALL REFUND REQUESTS UNDER THESE EXCEPTIONS WILL BE INVESTIGATED AND VERIFIED. FALSE OR FRAUDULENT REFUND REQUESTS MAY RESULT IN ACCOUNT TERMINATION AND LEGAL ACTION.

2.4 Regional Differences (EU/EEA/UK Cooling-Off)

If you are a consumer in the European Union, European Economic Area (including Norway, Iceland, Liechtenstein), or the United Kingdom, you have a right to withdraw within 14 days from the date of subscription/purchase under applicable consumer protection laws.

How to exercise: Submit a withdrawal request during the cooling-off period via [email protected] and include your account/email, order number, and your place of residence or billing country information.
Timeline and method: We will process your refund within 14 days of receiving your withdrawal notice and return it to the original payment method, in accordance with applicable law.
This clause does not affect other non-excludable statutory rights. Where applicable law sets different or specific rules for digital content/services, those rules prevail.

3. Non-Refundable Items/Situations

To maintain policy consistency and protect the interests of most users, the following scenarios are typically not eligible for refunds. If you can provide additional facts or evidence, we will evaluate your case based on fairness. This does not affect your rights under Sections 2.3 and 2.4:

Change of Mind: Deciding not to use the Service after purchase
Trading Performance: Lack of trading profits, losses, or unsuccessful strategies
Market Conditions: Volatility, price movements, or unfavorable market conditions
Account Violations: Suspension or termination due to breach of Terms and Conditions
Third-Party Issues: Problems with cryptocurrency exchanges, payment processors, or other external services
User Error: Misconfiguration, incorrect strategy settings, or failure to understand Service features
Technical Requirements: Service not meeting your expectations or technical needs
Availability: Temporary outages, maintenance, or service interruptions lasting less than 7 consecutive days
Feature Changes: Modifications, updates, or discontinuation of specific features
Partial Use: Any use of the Service, however brief, makes the entire subscription period non-refundable
Dissatisfaction: General dissatisfaction with performance, features, or user experience
Competitor Comparison: Finding similar or better features on competitor platforms

4. How to Request a Refund (If You Believe You Qualify)

If you believe you meet the circumstances described in Section 2, you should: To help us assist you quickly, we recommend contacting us within 24 hours (for Section 2.1) or 48 hours (for Section 2.2). Late submissions will still be accepted and assessed based on your evidence. Unless otherwise required by law, other cases should be submitted within 7 days.

Submit a written request to [email protected] as soon as possible
Include the following information (incomplete requests will be rejected):
- Your DCAUT account email address
- Transaction ID or invoice number
- Exact date and time of the issue
- Detailed explanation with specific facts supporting your claim
- Supporting documentation (screenshots, logs, bank statements, etc.)
- Your proposed resolution
Cooperate with our investigation, including providing additional information or evidence upon request

No refunds will be processed without full investigation and verification. For discretionary refunds under Sections 2.1–2.2, we will make a determination based on this Policy and verified facts. If you disagree with the outcome, you may request a one-time review within 7 days via [email protected]; a senior specialist will respond within 5 business days. This does not apply to statutory refunds under Sections 2.3 and 2.4.

5. Refund Process (If Approved)

IF and ONLY IF your refund request is approved at our sole discretion (not applicable to statutory refunds under Sections 2.3 and 2.4):

The approved refund amount (which may be less than the full subscription fee) will be processed within 14 days, or a shorter period required by applicable law (e.g., Section 2.4)
Refunds will be issued to the original payment method only
Your account will remain active, but paid services/entitlements and any remaining paid subscription time related to the refund will terminate. You will no longer have access to the corresponding paid features. If free features are available, your account may continue to access them within their available scope.
Additional time may be required for the refund to appear on your statement (not controlled by DCAUT)

6. Customer Support and Escalation

If you need further assistance or disagree with the outcome, please contact [email protected]. Where necessary, you may request escalation to our compliance/senior team for review, and we will respond within a reasonable timeframe.

Approval of a refund in one instance does NOT set precedent for future requests and does NOT waive our right to deny similar requests in the future.

7. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last Updated" date. We will also notify you via email and/or a prominent notice on our Service, prior to the change becoming effective.

8. Contact Us

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

By email: [email protected]
Company: Zwinner Technology Limited