Refund Policy

1. Overview

Trading Hub Terminal sells access to a software-as-a-service product. We charge for Pro subscriptions in Indonesian Rupiah (IDR) at the rate disclosed on the Pricing page before checkout. This Refund Policy describes when refunds are available, how to request one, and how cancellations affect your billing.

2. 14-day money-back guarantee (first subscription only)

If you are subscribing to Pro for the first time and decide it is not for you, you may request a full refund within 14 (fourteen) calendar days of the initial payment, no questions asked. The refund is processed to the same payment method used at checkout, typically within 5–14 business days depending on your bank or wallet provider.

This guarantee applies only to the first-ever Pro payment made by an account. Subsequent renewal charges, upgrades, or repeat subscriptions are not covered by this clause — see Section 3 below.

3. Renewal and cancellation

Pro subscriptions renew automatically each month unless you cancel auto-renewal before the next billing date. You can cancel any time from your account settings inside the application (/profile → Metode Masuk & Langganan).

• If you cancel before the next billing date: you will not be charged again. Your Pro access remains active until the end of the current paid period, then downgrades to Free.
• Renewal charges are non-refundable after the new billing cycle has started, except as required by Indonesian consumer protection law (UU No. 8 Tahun 1999) or where we determine, in our sole discretion, that exceptional circumstances apply.

4. Service unavailability and material defects

If the Service is materially unavailable for an extended period (more than 72 consecutive hours of total downtime in a billing cycle) due to issues on our side, you may request a pro-rated refund or service credit covering the affected days. Contact support@tradinghub.id with the affected dates.

Outages caused by third-party providers (broker APIs, market data vendors, payment gateways, hosting providers) do not automatically trigger refunds, but we will assess on a case-by-case basis.

5. Promo code purchases

Subscriptions paid with a promo code are eligible for the same 14-day money-back guarantee on the actual amount paid (after discount). Promo codes themselves cannot be refunded as cash.

6. What is not refundable

• Renewal charges after the initial 14-day window (see Section 3).
• Subscriptions where the user has substantially used Pro-tier features (e.g., downloaded large volumes of data, executed extensive analytical queries) within the refund window. We reserve the right to deny refunds in cases of evident misuse.
• Accounts terminated for breach of the Terms of Service.
• Free accounts (no charge has been made).

7. How to request a refund

1. Email support@tradinghub.id from the address registered on your account.
2. Include the email address registered on your account and the approximate payment date.
3. State whether you would prefer cancellation only (no refund) or a refund.

We will acknowledge your request within 2 business days and process approved refunds via our payment partner Midtrans. Refund processing time depends on the original payment method:

• Credit/debit card: 7–14 business days back to the card.
• QRIS, GoPay, OVO, ShopeePay, DANA: 1–7 business days.
• Bank transfer (Virtual Account): 3–10 business days.

8. Chargebacks

We strongly prefer that you contact us first via support@tradinghub.id before initiating a chargeback with your card issuer. We are responsive and resolve most refund requests quickly. Unwarranted chargebacks may result in account suspension.

9. Changes to this policy

We may update this Refund Policy from time to time. Changes are effective on the date stated at the top of this page and will not retroactively apply to refund requests already submitted under the previous version.

10. Contact

Refund requests, billing questions: support@tradinghub.id
General questions: hello@tradinghub.id