Refund Policy

LAST UPDATED: 29 MAY 2026

1. Our approach to refunds

VNQSH is a digital service that requires immediate setup, configuration, and deployment to your trading account. Because of the nature of the product, refund eligibility depends on what stage your subscription is at when you request a refund.

We aim to be fair and clear. This policy explains exactly when refunds are available and when they are not.

This policy operates alongside your statutory rights under Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any consumer guarantees that cannot be excluded under law.

2. Monthly subscriptions

Before the Bot is deployed to your account

If you cancel your monthly subscription within 14 days of purchase and the Bot has not yet been deployed to your trading account, you are entitled to a full refund.

To request a refund:

• —Contact us through the contact form on vnqshfx.com
• —Include your member number and registered email
• —Refunds will be processed within 10 business days via the original payment method

After the Bot is deployed to your account

Once the Bot is deployed and active on your trading account, the monthly subscription is non-refundable for the current billing period. You may cancel at any time to prevent future billing. Access continues until the end of the paid period.

Why this distinction matters

Deployment requires us to provision a dedicated VPS, configure the trading environment, and establish your account connection. These resources are consumed at deployment and cannot be recovered.

3. Pre-paid 3, 6, and 12-month subscriptions

Pre-paid subscriptions are paid in full upfront in exchange for a discounted rate. They represent a commitment from both parties to the agreed term.

Pre-paid subscriptions are non-refundable for the duration of the pre-paid term, except in the following circumstances:

• —Within 14 days of purchase, before Bot deployment. Full refund available
• —Major failure under Australian Consumer Law. Where the service is found to have a major failure that cannot be remedied, a refund will be provided in accordance with Australian Consumer Law

By selecting a pre-paid term, you acknowledge that you understand these are non-refundable and you are accepting the discount in exchange for that commitment.

You may cancel a pre-paid subscription at any time to prevent auto-renewal at the end of the term.

4. Founding member subscriptions

Founding member subscriptions (£149 GBP per month) follow the same rules as standard monthly subscriptions.

Founding member benefits, including member number, physical card, Telegram access, and lifetime locked rate, are tied to your active subscription. If you cancel and re-subscribe later:

• —Your member number may not be reassigned
• —You will pay the then-current public pricing, not the founding rate
• —Physical cards already shipped do not need to be returned

5. What is not eligible for refund

The following situations do not qualify for a refund:

• —Losses incurred while trading with the Bot
• —Trading performance not meeting your expectations
• —Disagreement with the Bot’s strategy or trade decisions
• —Broker-related issues, including broker fees, broker downtime, or broker policy changes
• —VPS downtime where we make reasonable effort to restore service
• —Internet connectivity issues on your end
• —Decision to switch brokers mid-subscription
• —Change in personal financial circumstances
• —Forgetting to cancel before auto-renewal

6. Chargebacks and disputed payments

We take chargebacks seriously and consider them a last resort.

Before initiating a chargeback with your bank or card issuer, please contact us first. Most issues can be resolved directly within 48 hours.

If a chargeback is initiated without prior contact:

• —We reserve the right to terminate your subscription immediately
• —We will dispute the chargeback with full transaction records
• —You may be banned from future VNQSH subscriptions

We comply with all Paddle merchant agreements and applicable card scheme rules in handling chargeback disputes.

7. Your Australian Consumer Law rights

Despite anything in this policy, you have statutory rights under the Australian Consumer Law that cannot be excluded, restricted, or modified.

You are entitled to a refund or other remedy if VNQSH:

• —Is not of acceptable quality
• —Does not match its description
• —Fails to do what we said it would do
• —Has a major failure

For minor failures, we may repair the service or provide a partial refund rather than a full refund.

For major failures, you have the right to a refund or replacement, plus compensation for any other reasonably foreseeable loss or damage.

These rights apply in addition to the refund eligibility described above.

8. How to request a refund

1. 1.Contact us through the contact form on vnqshfx.com
2. 2.Include the following information: your registered email address, your member number (if applicable), date of subscription, reason for refund request
3. 3.We will respond within 2 business days
4. 4.Eligible refunds are processed within 10 business days via the original payment method
5. 5.Paddle (our payment processor) handles the actual refund transaction

9. Refund processing time

Once approved:

• —Credit or debit card refunds. 5 to 10 business days to appear on your statement
• —PayPal refunds. 1 to 3 business days
• —Bank transfer refunds. 5 to 10 business days

Processing times depend on your bank and card issuer. We have no control over delays after Paddle initiates the refund.

10. Currency and exchange rates

All transactions are processed in British pounds sterling (GBP). If your card was billed in a different currency, the refund will be processed in GBP and converted by your bank at their prevailing rate, which may differ from the original purchase rate. We are not responsible for currency conversion differences.

11. Changes to this policy

This refund policy applies to subscriptions purchased on or after the “Last updated” date above. Subscriptions purchased before policy changes are governed by the policy in effect at the time of purchase.

Material changes will be notified via email at least 14 days before taking effect.

12. Questions

If you have questions about your refund eligibility before purchasing, please contact us through the contact form on vnqshfx.com before subscribing. We would rather answer your questions upfront than process a refund later.

This document is being finalised by our legal team. For any urgent questions, please contact our team.