Refund Policy

1. Summary

SignalFloor offers refunds in the specific cases set out below. Outside of those cases, subscriptions are non-refundable because each payment immediately credits the relevant provider’s payout ledger. This page is the full policy — we do not operate any case-by-case discretion outside of it.

2. 14-day EU / UK cooling-off period

If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from a subscription within 14 days of the first payment, without giving a reason.

Exception: this right is waived the moment you view a signal issued under the subscription. EU Consumer Rights Directive Article 16(m) excludes digital content from the cooling-off right once performance has begun with the consumer’s express consent. We flag this explicitly at checkout; proceeding past that warning constitutes consent.

To exercise the cooling-off right (if you have not viewed a signal), email legal@signalfloor.com from the address on your account. Refunds process within 14 calendar days to the original payment method.

3. Duplicate or accidental charges

If you are charged twice for the same period, or charged after cancelling, we refund the duplicate in full. Email support@signalfloor.com with the transaction IDs. Processed within 5 business days.

4. Banned or deplatformed providers

If we remove a provider from SignalFloor (for trust-and-safety, legal, or regulatory reasons), active subscriptions to that provider are cancelled and the unused pro-rata portion is automatically refunded to subscribers within 7 days. You do not need to request this — it fires the moment the ban takes effect. Tracked as a first-class platform commitment under SB-096.

5. Platform outages

If SignalFloor is unavailable for a continuous period exceeding 24 hours, affected subscribers receive a pro-rata service credit against the next billing cycle. Platform status is published at status.signalfloor.com.

6. Cases we do not refund

We do not refund in the following situations. These are deliberate, not discretionary:

• Trading losses from following any signal. SignalFloor does not execute trades on your behalf and does not guarantee any outcome (see the Risk Disclosure and Terms).
• Dissatisfaction with a provider’s performance after the cooling-off period. Every provider’s win rate, drawdown, and full signal history is public before you subscribe; reviewing that history is the intended pre-purchase check.
• Failing to cancel before a renewal. You can cancel at any time from /subscription — cancellation stops the next renewal, does not refund the current period.
• Crypto refunds rely on a confirmed on-chain transaction and wallet ownership matching the original payment. If the original sending wallet can't be verified or is no longer accessible to you, we freeze the subscription and invite you to contact support to resolve.

7. Chargebacks

Initiating a chargeback instead of contacting support@signalfloor.com first will suspend your account pending resolution. We do not discipline good-faith chargebacks but we do contest patterns consistent with abuse. Refund requests routed through support are always faster than a chargeback.

8. How to request a refund

1. Email support@signalfloor.com from the address on your account.
2. Include the transaction ID (visible in Subscription → Payment History) and a one-sentence reason.
3. We respond within 1 business day. Approved refunds process within 5 business days to the original payment method (card or crypto wallet that sent the payment).

9. Changes to this policy

We may update this policy. Changes apply to subscriptions started after the effective date above. Historical refund eligibility is assessed against the version of this policy in force at the time the subscription started.