1. Where purchases are made
The ExpertCodeFX website is a product and information hub. Unless expressly stated otherwise, payment, licence issue, download access and order records are handled by the official marketplace linked on the product page, such as MQL5 Market or cTrader Store.
The marketplace may be the first point of contact for payment failures, duplicate charges, licence delivery, account access and refund processing because it controls the transaction system and purchase record.
2. Check before buying
Before purchasing, review the product page and marketplace listing and confirm:
- the correct platform and product edition—MT5 and cTrader products are not interchangeable;
- supported platform and operating-system requirements;
- your broker's exact symbol, contract specifications and account restrictions;
- marketplace activation, device and licence limits;
- that automated trading is permitted by your broker or prop firm; and
- the current marketplace price, currency, tax and refund process.
A change of mind, buying the wrong platform edition or expecting a particular profit outcome may not by itself create a right to a refund, subject always to applicable law and marketplace rules.
3. Technical help first
If the software is not operating as expected, contact [email protected] and include the product name and version, platform build, broker and symbol, relevant settings, steps to reproduce the problem and privacy-safe screenshots or logs.
Do not send passwords, payment-card information, API secrets or remote-access credentials. We may ask you to perform a clean platform check, confirm symbol specifications or reproduce the issue on demo so the cause can be distinguished from broker, settings, platform or connectivity problems.
4. Refund or remedy requests
- Collect the marketplace order reference and evidence of the issue.
- Contact ExpertCodeFX support for product troubleshooting where appropriate.
- Submit any payment reversal, refund or licence-delivery request through the marketplace's official support channel.
- If the marketplace asks for vendor input, send the case reference to ExpertCodeFX so we can provide relevant technical information.
We will assess support requests in good faith. We cannot directly reverse a marketplace payment where the funds and transaction controls are held by the marketplace.
5. Australian Consumer Law
Nothing in this policy or the website Terms & Conditions excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded. Where the Australian Consumer Law applies, products and services come with statutory guarantees, and an appropriate remedy may be available if those guarantees are not met.
The remedy can depend on whether a failure is major or minor and on the circumstances. Marketplace processes do not remove non-excludable legal rights. This policy does not promise a refund where the law and marketplace rules do not require one.
6. Trading outcomes are not product guarantees
Losses, drawdown, missed trades, different broker execution or failure to achieve a target do not by themselves prove that software is defective. Automated trading performance depends on market conditions, data, costs, settings, broker execution, connectivity and user decisions.
No ExpertCodeFX product guarantees profit, a particular return, a prop-firm pass or ongoing compatibility with every third-party rule. See the Trading Risk & General Information Disclaimer.
7. Contact
For product support or help identifying the correct marketplace process, email [email protected].