1. Scope
This Policy explains when challenge fees (service fees) may be refunded or when we will re-provision access. It forms part of the Terms of Service.
2. What You Purchase
You purchase access to a simulated trading evaluation (Instant, One Step, or Two Step, as offered). Fees are service fees, not deposits or investments.
Payee: Payments should be made to Upward Trading FZCO or a payment agent expressly named at checkout. Keep your UTR / transaction reference.
Before you buy: Please review Pricing, Trading Rules, Risk Disclosure, and our FAQ or support channels so you understand the product, rules, and fee terms before purchasing.
3. Activation SLA
After we confirm valid payment, we aim to activate access within one (1) business day IST (Monday–Friday, excluding applicable public holidays). If not activated, email support@fundedsmart.com with:
- Registered email
- Plan / account size purchased
- Payment proof (UTR, screenshot, or processor reference)
- Approximate payment time
4. Generally Non-Refundable After Activation
Once access is successfully activated, fees are generally final and non-refundable, including for unused time, failed evaluations, rule breaches, inactivity expiry, voluntary cancellation, or ordinary maintenance.
5. Platform, Data, and Service Disruptions
We endeavour to avoid disruptions. However, the Service depends on third-party technology, market data, hosting, and payment infrastructure. Temporary outages, latency, incorrect or delayed data, or other disruptions do not by themselves constitute grounds for a refund after access has been activated, except where a refund is required by applicable law or falls under the carve-outs below.
6. No Pause or Temporary Stop
Once a challenge subscription or evaluation period has started, it cannot be paused, frozen, or stopped for a temporary period. Plan your purchase timing carefully. Shorter evaluation paths (where offered) may be more suitable if you expect interruptions in your schedule. Contact support before purchasing if you need guidance.
7. Refund / Re-Provisioning Carve-Outs
After verification, we will refund or re-provision (our choice) where:
- Duplicate payment for the same order was captured
- Payment was captured but access was not provisioned within the Activation SLA after timely notice with proof of payment
- A refund is required by applicable law
We may request additional information to prevent fraud. Exceptional cases outside these carve-outs may be considered on a case-by-case basis at our sole discretion; approval is not guaranteed.
8. How to Request
Email support@fundedsmart.com with subject line “Refund / Activation”. We aim to acknowledge within 2 business days and resolve within 10 business days where practicable.
9. Cancellations Before Activation
If you cancel before we activate access and payment has not yet been captured, no charge applies. If payment was captured but access not yet activated, contact support promptly — we will treat this under the Activation SLA / carve-outs.
10. Chargebacks
Please contact support before filing a chargeback so we can investigate activation or duplicate-payment issues. Abusive chargebacks after valid activation may lead to account action under the Terms.
11. Reset Fees
Reset fees (when offered) are separate purchases and follow the same general non-refundability rules after the reset access is activated, subject to the carve-outs above.
12. Contact
Upward Trading FZCO · Dubai Silicon Oasis, Dubai, United Arab Emirates · support@fundedsmart.com