ForexStore Refund Policy

In short

ForexStore acts as an intermediary between buyers and EA vendors. For EAs under ForexStore Protection, we guarantee a refund if the conditions stated on the EA's product page are met — even if the vendor disagrees. The decision is made by ForexStore. For vendor EAs without our protection, refund terms are set by the vendor; ForexStore cannot process refunds directly but can forward your complaint to the vendor. Full details below.

How ForexStore Protection works
Refund window
When a refund is guaranteed
Required evidence
When the guarantee does not apply
Replacement
Exceptions
Vendor EAs (without ForexStore Protection)
How to request a refund
Processing times
Changes to this policy
FAQ

How ForexStore Protection works

ForexStore is an intermediary between buyers and EA vendors. For products under ForexStore Protection (marked with the shield badge — see what the icons mean or use the ForexStore Protection filter):

ForexStore guarantees that if the situation on your account matches the refund conditions stated on the EA's product page on our website, you will receive a refund — even if the vendor disagrees.
The refund decision is made by ForexStore, not the vendor.

Refund window

You may request a refund within 30 calendar days of purchase. The 30-day period begins the day after the purchase date.

When a refund is guaranteed

A refund is guaranteed when one of the following applies:

1. Technical failure

The EA does not launch or cannot execute trades on a supported platform (MetaTrader 4 or MetaTrader 5), and ForexStore support has been unable to resolve the issue within 3 business days of your support request.

2. Drawdown exceeds the guaranteed threshold

While trading with the EA's recommended settings and without manual intervention, the drawdown on your account exceeds the refund threshold stated on the product page.

For most ForexStore-protected EAs, this threshold is 35%.
Some EAs have a higher threshold due to their trading strategy.
The exact threshold is always shown in the Refund Policy block on the EA's product page.

Required evidence

To process a refund you must provide:

Detailed account statement with comments enabled (exported from your broker's platform).
Experts tab log and Journal tab log from MetaTrader covering the period in question.
Screenshots of EA settings as configured on your account (for drawdown-related claims).

ForexStore may request additional evidence depending on the case. Without the required evidence, a refund cannot be processed.

When the guarantee does not apply

The refund guarantee applies only when the EA was used under the conditions described on the product page. In particular, the guarantee requires:

The EA was running on a live account (not a demo account).
The EA was configured with the recommended settings as described on the product page.
There was no manual intervention — you did not manually open, close, or modify trades on the account.
No other EAs, scripts, or third-party tools were interfering with the EA's operation on the same account.
The refund request was submitted within the 30-day window.
You provided the required evidence.

If any of these conditions are not met, ForexStore cannot guarantee a refund under the standard policy. See Exceptions below.

Replacement

In some cases ForexStore may offer, at its own discretion, a replacement with another EA of similar price (or an upgrade with a surcharge). This is not a guaranteed option and not part of the refund conditions. A replacement can be offered only once per license. You are not required to accept a replacement — if you prefer a refund and your case meets the guarantee conditions, the refund will be processed.

Exceptions

ForexStore may, at its sole discretion, make exceptions in individual cases. Exceptions for protected EAs are agreed with the vendor. Such decisions are made on a case-by-case basis and do not create an obligation or precedent for future cases.

Vendor EAs (without ForexStore Protection)

For EAs without ForexStore Protection:

Refund terms (if any) are set by the vendor and stated in the Refund Policy block on the product page. Where no refund terms are shown, the vendor does not offer a refund guarantee.
ForexStore cannot process refunds for these products, as the funds and terms belong to the vendor.
ForexStore can forward your complaint to the vendor on your behalf.
If there is evidence that a vendor is misleading customers, ForexStore will flag this on the vendor's EA pages (see the warning icon).

How to request a refund

Please start with ForexStore or the EA's support team — this is the fastest way to resolve your case:

ForexStore support — submit a request via the Contact Us page or email support@forexstore.com. We review the evidence, make the decision for protected EAs and process the refund.
EA support — contact the EA's support team (details on the product page); for vendor EAs this is the primary channel.

Please do not open a dispute with the payment provider as a first step. A dispute opened directly with the payment provider freezes the order on their side and limits what ForexStore can do to help you. Contact us first — if your case qualifies, the refund is processed without a dispute.

When submitting your request, include:

Your order number.
A description of the issue.
The required evidence listed above.

Processing times

Channel	Response time	Refund processing
ForexStore support	Within 1–2 business days (usually one)	5–7 business days after approval (depends on your bank)
Payment provider — manual request (email), only if a dispute was already opened there	Decision with evidence within 5 days	5–7 business days after approval
Payment provider — automatic request (buyer account), not recommended as a first step	Within 10 days	5–7 business days after approval

Changes to this policy

ForexStore may update this policy at any time. The current version is always available on this page.

FAQ

How long do I have to request a refund?

30 calendar days from the day after your purchase.

What is the drawdown threshold for a refund?

It depends on the EA. Most ForexStore-protected EAs have a 35% threshold. Some have a higher threshold due to their trading strategy. The exact number is always shown in the Refund Policy block on the EA's product page.

Do I need to provide proof?

Yes. A detailed account statement with comments enabled, Experts and Journal logs from MetaTrader, and (for drawdown claims) screenshots of your EA settings. Without this evidence, a refund cannot be processed.

What if I used different settings?

The refund guarantee requires you to trade with the EA's recommended settings. If the settings were changed, the standard guarantee does not apply — but ForexStore may consider exceptions on a case-by-case basis.

Can I get a refund for a vendor EA?

ForexStore cannot process refunds for vendor EAs, as the funds and terms belong to the vendor. We can forward your complaint to the vendor. If the vendor refuses and you have evidence of misleading behavior, contact ForexStore support.

What if my case doesn't fit the standard policy?

ForexStore may make exceptions at its discretion. Contact our support team to discuss your situation.

Will I get a replacement instead of a refund?

Not necessarily. In some cases ForexStore may offer a replacement EA at its own discretion (at most once per license). You are not required to accept it — if your case qualifies for a refund, the refund will be processed.