▸ Back to the front door
Our promise: We do not want to keep money from members who genuinely do not get value. But we have to protect against abuse so we can keep operating. This policy tries to be fair to both sides.
Subscription Refunds
24-Hour Money-Back Guarantee
Unsatisfied within 24 hours of your first paid charge? Email support@makethemarkets.com — full refund, no questions asked.
This applies to:
- Your first paid month only
- Refund requested within 24 hours of initial charge
- Account in good standing
Standard Cancellation (No Refund)
You can cancel anytime from your account dashboard. Cancellation:
- Stops future billing
- Keeps your access through the end of the current billing period
- Does NOT refund the current billing period
Plan accordingly: If you do not want the next month, cancel before your billing date.
Locked-In Pricing Note
If you cancel and re-subscribe later, you will NOT keep your previous locked-in pricing. You will be at the then-current standard rates.
Trial Refunds
The 14-day Spectator trial is free. There are no charges to refund.
If you were accidentally charged during a trial, contact us immediately for a full refund.
Training Add-On Refunds
Unused Add-Ons
Purchased a training add-on and have not used it yet? Full refund within 7 days of purchase.
Partially Used Add-Ons
Partially used add-ons are non-refundable. The session window was reserved for you.
Technical Issues During Training
- EVE fails during your paid session: full refund or rescheduled session
- Your own technical issues (internet, browser): no refund
Disputes and Chargebacks
Contact Us First, Please
If you have a billing concern, please email support@makethemarkets.com BEFORE filing a chargeback. We can usually resolve issues within 48 hours.
▸ Important: Filing a chargeback without contacting us first may result in immediate account termination and a permanent ban.
We understand legitimate disputes exist. Please give us a chance to address them first.
How to Request a Refund
Step 1: Email Us
Send a message to support@makethemarkets.com with:
- Your registered email
- Date of charge
- Amount of charge
- Reason for refund request
- Order/invoice ID if you have it
Step 2: Wait for Response
We respond within 2 business days. Most refund requests resolve within 5 business days.
Step 3: Refund Processing
Once approved:
- Subscription refunds: 5-10 business days on your statement
- Add-on refunds: 3-7 business days
- Bank-dependent — we cannot speed up your bank
Refund Method
Refunds go to the original payment method:
- Credit/debit card → refund to that card
- ACH → refund to bank account
What Is NOT Refundable
To be clear, we do NOT refund for:
- Trading losses you experienced
- "I changed my mind" after 24 hours
- Failure to use the service you subscribed to
- Account suspensions for rule violations
Special Circumstances
Hardship Refunds
Experiencing financial hardship? Contact support@makethemarkets.com. We may offer:
- Account pause (up to 60 days) with no charges
- Tier downgrade with no setup fee
- Compassionate refund (case-by-case)
Service Discontinuation by Us
If we close your account for reasons other than rule violations (e.g., we discontinue the service):
- Pro-rated refund of unused subscription time
- Refund of all unused training add-ons
- Refund of unused credit packs
Contact
Billing & Refunds: support@makethemarkets.com
Response time: 2 business days
Refund processing: 3-10 business days from approval
We are committed to fair treatment. If something seems wrong, tell us — chances are we can fix it.