Refund & Cancellation Policy

Last updated: October 4, 2026. Effective: May 23, 2026.

This Refund & Cancellation Policy is part of and incorporated into the MyTradeCrate Terms of Service. Capitalized terms have the meanings given in the Terms. By creating an Account you agree to this policy.

1. Free Trial

Each new Account receives one fourteen (14) day Trial Period at no charge. A payment method is optional during the trial. If you add one before the trial ends, it is saved but not charged until the trial ends; your first charge happens on that date. If you don't add one, nothing is ever charged and your Account moves to limited access when the trial ends until you subscribe. You may cancel during the Trial Period and you will not be charged.

2. Recurring Monthly Charges

After the Trial Period, MyTradeCrate bills your selected Subscription Plan and add-ons monthly in advance through Stripe, on the same day each month. By keeping a payment method on file you authorize each recurring charge until you cancel. If you upgrade your Plan or add an add-on in the middle of a billing period, the prorated cost for the rest of that period is charged right away and the full price applies from the next billing date.

3. Refund Eligibility

First seven (7) days after the first paid charge: full refund of that charge if you ask within seven (7) days of the charge date — either from Help & support → "Refund request" in the app or by emailing Billing@MyTradeCrate.com with the subject "Refund request". The date your request reaches us is the date that counts.
After the first seven (7) days: all charges are non-refundable, except as described in Section 4. We do not pro-rate refunds for partial months, unused seats, unused add-ons, or unused messaging quota. Your Subscription will remain active through the end of the current monthly billing period after you cancel, and you will not be charged for the next period.
Annual plans: not currently offered. When introduced, refunds for annual plans will be pro-rated only within the first thirty (30) days.
How refunds are paid: to the original payment method through Stripe. Refunds are never paid as account credit unless you ask for that instead.

4. Exceptions — We Always Refund

Duplicate or accidental charges caused by our system.
Unauthorized use of your payment method, subject to verification.
Documented material billing errors on our part.
Continuous service unavailability of twenty-four (24) hours or more directly caused by MyTradeCrate (excluding scheduled maintenance, force-majeure events, and outages of third-party services). The refund is the prorated portion of that month's Subscription fee for the time the Service was unavailable.

5. Add-On Charges

Add-ons are billed on the same monthly cycle as your base Plan: extra team seats at $5.00 per seat per month, extra trades at $4.00 per trade per month above the first 2 included, email packs at $10.00 per pack per month (Plus plan and above), Premium Document Templates at $5.00 per month (Plus plan and above), and the Inventory module at $5.00 per month. Removing an add-on stops the charge from the next billing date; it stays active through the end of the period you already paid for and does not generate a refund for that period.

6. Cancellation, Pausing, and Closing Your Account

Cancel: at any time from Account → Subscription → Cancel subscription, or by emailing Billing@MyTradeCrate.com. Cancellation takes effect at the end of the then-current monthly billing period; you keep full access until then and we email you to confirm the end date. No partial-month refunds are issued except as described in Sections 3 and 4.
Pause: instead of cancelling for an off-season, you can pause from Account → Subscription for 2, 3, or 4 months or until you resume. You are not billed while paused and keep read-only access to your data. The period you already paid for before pausing is not refunded. Billing restarts, and your card is charged, on the day the pause ends.
Close account: from Account → Close account. This cancels your Subscription immediately (no refund of the current period except as described in Sections 3 and 4) and schedules your data for permanent deletion thirty (30) days later. You can undo it any time in those thirty (30) days.

7. What Happens After Cancellation

For ninety (90) days after the end of your final paid period, you retain limited-access mode: you can log in, view your data, and download exports.
After ninety (90) days, Customer Content is permanently deleted from production systems. We email you before that happens. Backups containing your records are overwritten within an additional ninety (90) days.
You may resubscribe within the ninety (90) day grace period to restore full access without data loss.
Stripe billing records are retained for seven (7) years for tax compliance.

8. Failed Payments

If a charge fails, we email you and you keep full access for twenty-four (24) hours so you can update your payment method. After that your Account enters limited (read-only) mode until the charge succeeds. Stripe automatically retries the charge over an approximately twenty-one (21) day window. If all retries fail, your Subscription is cancelled and the grace-period rules in Section 7 apply. To fix a failed payment, update your card from Account → Subscription → Update card.

8A. Account Credits and Complimentary Items

From time to time we may add account credit, or give a Plan upgrade or add-on at no charge, as a courtesy or promotion. Account credit is applied automatically to your next charges, has no cash value, and is not refundable or transferable. Complimentary items are not billed while they last; when one ends (we email you three (3) days before) it simply stops, and nothing is charged unless you choose to add it as a paid add-on.

9. Chargebacks and Payment Disputes

Please contact us first — from Help & support → "Dispute a charge" in the app or at Billing@MyTradeCrate.com — before disputing a charge with your bank or card network. Initiating a chargeback or payment dispute without first contacting us is a material breach of the Terms and may result in immediate Account suspension. You will be charged any chargeback or representation fees we incur (currently $15.00 per dispute from Stripe).

10. Refunds You Issue to Your Own Customers

Refunds you issue to your end-customers through Stripe Connect are processed on your own connected Stripe account. MyTradeCrate is not a party to those refunds and your Subscription fees are not adjusted as a result. To issue a refund, log into the Stripe Dashboard for your connected account, locate the charge under Payments, and click Refund.

If instead you recorded a payment as Cash, Check, PayPal, Venmo, Cash App, or Zelle, that payment was made directly between you and your customer and was never processed by Stripe or MyTradeCrate. Any refund for a payment made through one of those methods must be issued directly through that same method (for example, sending the refund back through the same Cash App or PayPal account). MyTradeCrate has no record of, visibility into, or ability to process a refund for those payments.

11. How to Request a Refund

The fastest way is Help & support → "Refund request" inside the app: you get a request number right away and a confirmation email. You can also email Billing@MyTradeCrate.com with the subject "Refund request". Either way, include:

The email address associated with your Account.
The charge date and amount (Account → Billing lists every charge with its receipt).
A brief explanation (optional but helpful for our records).

We reply within five (5) business days. Approved refunds are issued to your original payment method and we email you when the refund is processed. Funds typically appear on your statement within five (5) to ten (10) business days depending on your bank or card network. Refunding a charge does not cancel your Subscription — cancel separately if you don't want to be charged again.

12. Contact

Refund requests and billing questions: Billing@MyTradeCrate.com, or Help & support inside the app.