1. Free Trial — Always First
Every customer receives a 10-day free trial of the Gixodia software before any payment is taken. The trial requires no credit card and no deposit. You install the software on your own MT5 broker account, configure your strategy, and run it under live conditions for 10 days. If the software is not the right fit, you simply do not upgrade. Nothing to refund — nothing was charged.
2. 14-Day Money-Back Guarantee
If you do upgrade to a paid software license at the end of the trial, you receive an additional 14 calendar days during which you can request a full refund of the license fee for any reason. No interrogation, no friction.
This 14-day window starts on the date of payment, not the date of license activation.
3. How to Request a Refund
Email support@gixodia.com from the email address on your Gixodia account with the subject line "Refund Request — [Order ID]". The body of the email should include:
- Your full name as it appears on the order
- The order ID (provided in the receipt email)
- The reason for the refund (one short sentence — required by our payment processor for refund categorization, not used to challenge the request)
A Gixodia engineer will acknowledge your request within one business day and process the refund within 5 business days. Funds typically appear in your account within 3–10 business days, depending on your card issuer or bank.
4. What Is Refundable
The following are fully refundable within the 14-day window:
- The Gixodia software license fee (Starter, Professional, or Enterprise)
- Any add-on packages purchased at the same time as the license
- Strategy customization sessions if not yet delivered
5. What Is NOT Refundable
The following are not refundable:
- Customer trading outcomes. Gixodia does not hold or manage customer funds. Trading profits and losses occur in the customer's own broker account; Gixodia is not party to those transactions and cannot refund them. If the software was used in live trading and produced trading losses, those losses belong to the broker relationship — not to Gixodia.
- Third-party costs incurred by the customer. This includes broker spreads, broker commissions, broker swap fees, VPS rental, internet costs, or any other infrastructure expenses the customer chose to incur.
- Strategy customization sessions already delivered. If a Gixodia engineer has already conducted a paid customization session, that session is not refundable (because the deliverable was rendered).
- Affiliate commissions paid out. If a customer requested a refund after the affiliate referral commission was paid to the referrer, the customer's refund is processed normally; the affiliate commission is reconciled separately.
6. Refunds After Day 14
After the 14-day money-back window expires, the license is non-refundable as a default policy. However, Gixodia evaluates exceptional circumstances on a case-by-case basis: software malfunctions that we cannot resolve, billing errors, double charges, fraudulent charges, and similar issues are addressed regardless of the time elapsed.
To request a discretionary refund after day 14, email support@gixodia.com with full context. We respond within 2 business days.
7. Chargebacks
If you have a problem with your Gixodia order, please email us first at support@gixodia.com — we resolve nearly all issues within 1–2 business days. Filing a chargeback with your card issuer before contacting us is more disruptive for both parties and may result in account suspension while the chargeback is investigated. Chargebacks filed without first contacting Gixodia may result in the underlying license being revoked once the chargeback is resolved.
8. Subscription / Recurring Charges
Gixodia does not currently charge recurring subscription fees for its software products. All software licenses are one-time, perpetual, with free updates for life. If a future product is offered on a subscription model, the cancellation policy will be displayed at checkout and will follow the same fairness principles described in this document.
9. Refund Method
Refunds are issued back to the original payment method. If the original payment method has expired or been closed, Gixodia will work with the customer to find a viable alternative (typically a bank transfer, with the customer's bank details provided through a secure channel).
10. Currency and Exchange Rates
Refunds are issued in the same currency as the original transaction. If the customer's bank applies a different exchange rate when crediting the refund vs. when debiting the original payment, Gixodia is not responsible for the difference. Please contact your bank if you observe a meaningful gap.
11. Taxes
If sales tax or VAT was collected on the original transaction, the refund includes the corresponding tax amount. Gixodia coordinates with its tax-compliance partners to ensure correct tax reporting on refunds.
12. Contact
For all refund-related inquiries:
- Email: support@gixodia.com
- Phone: +971 50 553 2560
- Address: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Refund requests are processed by our customer success team in English and Spanish.
Version History
- v1.0 — 2026-04-19 — Initial publication. 14-day money-back guarantee on all paid software licenses, with explicit non-refundable categories and chargeback policy.