Refund policy

1. What you are buying

LENCOE sells digital services: software subscriptions, platform access and automated trading software. These are delivered immediately and cannot be returned in the way a physical product can. For that reason we generally do not refund a subscription once it has been activated and used.

We would rather you did not need a refund at all, so we recommend running the software on a demo account first. That costs you nothing and tells you whether it suits you.

2. Cancelling a subscription

You can cancel at any time in your account settings in the client portal. There is no cancellation fee and no notice period.

• What happens next: you are not billed again from the next billing date.
• Your access: continues until the end of the period you have already paid for.
• Already paid fees: cancelling does not refund the current period.

3. When we do refund

We look at refund requests individually. We will normally refund where:

• a fault on our platform stopped you using the service entirely for more than 48 hours;
• you were charged because of a billing error on our side;
• you were charged twice for the same period; or
• we could not supply the service you paid for. In that case we refund in full within 30 days.

Where a refund is due, we pay it back to the method you paid with. Bank clearing times are outside our control but the payment usually appears within 5 to 10 working days.

4. When we do not refund

• Trading losses. Trading carries risk, and losses are a normal part of it. You accept that risk when you use automated trading software. Read the risk warning before you subscribe.
• Change of mind after you have used the service for the period in question.
• Forgetting to cancel before a renewal date. Contact us anyway. If you genuinely have not used the service in that period we will look at it.
• Problems caused by your own broker, your internet connection, or settings you changed yourself.
• Not achieving a result you hoped for. We do not promise returns and we cannot refund against one.

5. Charged twice

If the same billing period appears twice on your statement, email us with the transaction reference. Once we confirm the duplicate, we refund it immediately. This is our mistake to fix and we do not argue about it.

6. If we cannot deliver

The provision of our services is subject to availability. Where we cannot supply a service you have paid for, we refund you in full within 30 days. Cancellation of an order by you attracts a 0% administration fee.

7. Custom software projects

This policy covers subscriptions. Custom software development is governed by the written agreement we sign with you for that project, including its own payment stages, milestones and cancellation terms. If you are unsure which applies to you, ask us and we will tell you.

8. How to ask for a refund

Email info@lencoefx.com with:

• the email address on your account;
• the transaction reference or date of the charge; and
• a short explanation of what went wrong.

We reply within one working day and aim to resolve billing questions within five.

9. Billing contact

• Email: info@lencoefx.com
• Support: support@lencoefx.com
• Phone: +27 61 531 5074

This policy does not affect any rights you have under the Consumer Protection Act 68 of 2008 or other South African law.