Refund Policy
Last Updated: March 2025
At UltraPoint Terminal, we aim to provide financial analysis tools that meet the needs of investment professionals. We understand that sometimes a subscription might not align with your expectations. This policy outlines when refunds are available and how to request them. Please read through the details carefully—knowing your options upfront helps avoid confusion later.
Eligibility Criteria
Refunds are considered under specific conditions. We've designed these criteria to be fair while maintaining service integrity for all users.
- Requests must be submitted within 14 days of your initial subscription purchase
- Account usage should not exceed 20% of available data queries or reports during the refund period
- Technical issues that prevented platform access despite reasonable troubleshooting efforts
- Duplicate charges or billing errors that occurred due to system issues
- Subscription cancellations made before the service activation date
Important Note: Annual subscriptions purchased at discounted rates have different eligibility windows. Refund requests for annual plans must be made within 7 days with minimal platform usage.
Processing Timeline
Once we receive your refund request, here's what happens next. The process typically moves quickly, though external factors like bank processing can add a few days.
Request Submission
Submit your refund request through our support portal or email. Include your account details and reason for the request.
Review Period
Our team reviews your request within 2-3 business days. We'll check eligibility criteria and usage patterns.
Decision Notification
You'll receive an email with our decision. If approved, we initiate the refund immediately.
Refund Processing
Refunds appear in your account within 5-10 business days, depending on your payment provider.
Refund Scenarios
Different situations call for different approaches. Here's how we handle various refund scenarios that might apply to your case.
Technical Issues
If you experienced persistent platform access problems that our support team couldn't resolve, you're eligible for a full refund regardless of the standard timeframe.
Billing Errors
Duplicate charges or incorrect billing amounts are refunded immediately upon verification. No usage restrictions apply to these cases.
Service Mismatch
If the platform features don't match what was described in our materials, refunds are processed within the 14-day window with standard usage limits.
Unused Subscriptions
Accounts with zero activity and no data queries within 14 days qualify for full refunds. This applies to cases where you changed your mind before using the service.
Upgrade Differences
If you upgraded plans and the higher tier doesn't meet your needs, we can refund the difference within 7 days of the upgrade.
Auto-Renewal Issues
Unintended auto-renewals are refunded if reported within 7 days of the charge, provided you haven't used the service during the new billing period.
Payment Methods & Processing
Refunds are issued to your original payment method. Processing times vary based on how you paid, but we initiate all approved refunds within 24 hours of approval.
For payment methods that are no longer active or accessible, we'll work with you to find an alternative refund method. This might take a bit longer, but we'll ensure you receive your funds.
Non-Refundable Items
Some items don't qualify for refunds under any circumstances. Being upfront about these exceptions helps set clear expectations.
- Custom data analysis reports that have been generated and delivered to your account
- Premium research documents that have been downloaded or accessed
- API access credits that have been consumed
- Training sessions or webinars that have been attended
- Third-party data feeds integrated into your account
- Subscription periods beyond 14 days with regular platform usage
How to Request a Refund
Getting your refund request started is straightforward. Here's what you need to do:
- Email our support team at help@ultrapointterminal.com with "Refund Request" in the subject line
- Include your account email address and subscription details
- Explain the reason for your refund request with relevant details
- Attach any supporting documentation if applicable (screenshots of errors, billing statements)
- Wait for our response within 2-3 business days
You can also call us at +842633711711 during business hours (Monday-Friday, 9 AM - 6 PM ICT). Phone requests still require email confirmation for record-keeping purposes.
Questions About Refunds?
Our support team is here to help clarify any aspect of this policy. Don't hesitate to reach out if you're unsure whether your situation qualifies for a refund or if you need assistance with the process.