1. Overview

At Bitlax Smart AI, we are confident in the quality of our AI trading platform and services. This Refund Policy outlines the circumstances under which refunds may be requested and the process for obtaining them. We strive to ensure customer satisfaction while maintaining fair and transparent policies.

2. Refund Eligibility

2.1 Subscription Refunds

Refunds for subscription fees may be available under the following conditions:

Plan Type	Refund Period	Conditions	Refund Amount
Starter Plan	14 days from activation	No trades executed or less than $100 in trades	100% of subscription fee
Professional Plan	14 days from activation	No trades executed or less than $2000 in trades	100% of subscription fee
Enterprise Plan	30 days from activation	Custom terms based on agreement	Prorated based on usage

2.2 Performance Fee Refunds

Performance fees charged on profitable trades are generally non-refundable. However, refunds may be considered in cases of:

• System errors that resulted in incorrect fee calculations
• Unauthorized trades due to technical malfunctions
• Pricing errors or billing mistakes

2.3 Non-Refundable Items

The following are not eligible for refunds:

• Trading losses due to market movements
• Subscription fees after the refund period has expired
• Third-party fees (brokerage commissions, data feeds, etc.)
• Setup or onboarding fees for Enterprise customers
• Custom development or integration services

3. Refund Process

To request a refund, please follow these steps:

4. Specific Refund Scenarios

4.1 Technical Issues

4.2 Unauthorized Trades

In cases where trades are executed without proper authorization due to:

• Account security breaches
• System glitches or bugs
• Incorrect algorithm behavior

We will investigate the incident and may provide refunds for associated fees and documented losses directly attributable to our platform errors.

4.3 Billing Errors

If you are charged incorrectly due to:

• Pricing display errors
• Double billing
• Incorrect plan assignments
• Failed cancellation processing

We will correct the billing error and refund any overcharges within 5 business days.

5. Cancellation and Refunds

5.1 Subscription Cancellation

You may cancel your subscription at any time through your account settings or by contacting support. Upon cancellation:

• Your access continues until the end of the current billing period
• No further charges will be made
• Refunds for unused time depend on your plan and timing

5.2 Mid-Cycle Cancellations

Cancellation Timing	Refund Eligibility	Processing Time
Within 14 days of billing	Prorated refund available	5-7 business days
After 14 days of billing	No refund (service continues until period end)	N/A
Annual subscriptions	Prorated refund for unused months	7-10 business days

6. Special Circumstances

6.1 Compassionate Refunds

In exceptional circumstances such as:

• Serious illness or medical emergencies
• Job loss or significant financial hardship
• Death of the account holder

We may consider refunds outside our standard policy on a case-by-case basis. Please contact our support team with relevant documentation.

6.2 Regulatory Refunds

If regulatory changes make our services unavailable in your jurisdiction, we will provide prorated refunds for any unused subscription periods.

7. Refund Processing

7.1 Payment Methods

Refunds will be processed to your original payment method:

• Credit Cards: 3-5 business days
• Bank Transfers: 5-7 business days
• PayPal: 1-3 business days
• Cryptocurrency: 1-2 business days

7.2 International Refunds

For international customers:

• Refunds are processed in the original currency
• Bank fees or currency conversion charges may apply
• Processing may take additional time due to international banking procedures

8. Dispute Resolution

If you are not satisfied with our refund decision, you may:

• Request a review by our customer service manager
• Escalate to our disputes resolution team
• Contact the Better Business Bureau
• Initiate a chargeback with your credit card company

9. Refund Limitations

9.1 Time Limits

All refund requests must be submitted within:

• 6 months of the original transaction date
• 30 days of discovering billing errors
• The refund period specified for your plan type

9.2 Account Status

Refunds may be denied or delayed if:

• Your account is under investigation for suspicious activity
• You have violated our Terms of Service
• There are outstanding charges or fees on your account
• You have previously received refunds for similar issues

10. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be communicated through:

• Email notifications to active subscribers
• In-app notifications
• Updates to our website

Continued use of our services after changes take effect constitutes acceptance of the revised policy.

11. Contact Information