Refund Policy
When a refund applies, how to request one, and what happens next.
Effective Date: July 2026 · Last Updated: July 2026 · TFP Software FZCO — UAE
1. Introduction
TFP Software FZCO (“we,” “us,” “our”) is committed to ensuring customer satisfaction and providing transparent, fair refund practices in compliance with applicable laws and regulations worldwide.
This Refund Policy applies to all purchases of The Friendly PARTNER software toolkit made through our website https://tfpartner.trade/ or through Paddle, which acts as the Merchant of Record for all transactions. Paddle processes all payments, handles invoicing and tax, and processes refunds in accordance with this policy and applicable law.
Technical refund requests come to us first
Your use of the software constitutes acceptance of this policy: by downloading, installing, activating, or using The Friendly PARTNER, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
Consumer protection laws prevail: if any provision of this Refund Policy conflicts with mandatory consumer protection laws in your jurisdiction, those laws shall prevail.
2. Our Commitment — The 29-Day Free Trial
We are confident in The Friendly PARTNER. That is why we offer a 29-day free trial — so you can test the software, explore its features, and evaluate its performance for your trading strategy — at no cost and with no obligation.
The trial begins once you have both declared your MetaTrader account holder name and added at least one MT4/MT5 account number in your dashboard, and runs for 29 days from that moment. No credit card is required to start your trial, and there are no automatic charges at the end of the trial period.
Because the software is provided free of charge for 29 days before any payment is required, you have already had the opportunity to fully evaluate the product before making a purchase decision. This free trial period is a significant factor in determining your rights regarding refunds and cancellations, as discussed below.
3. Jurisdiction-Specific Refund and Cancellation Rights
We operate globally, and our users reside in jurisdictions with varying consumer protection laws. The following sections outline the rights applicable to users in each region. In all cases, the most favourable rights available to you under applicable law shall apply.
3.1. European Union and European Economic Area (EEA)
Applicable Law: EU Consumer Rights Directive (Directive 2011/83/EU), as implemented in each Member State.
- 14-Day Right of Withdrawal: Consumers have a statutory right to withdraw from distance contracts within 14 days without providing any reason.
- Exception for Digital Content: For digital content such as software, the right of withdrawal expires once the consumer has given explicit prior consent to the immediate performance of the contract and has acknowledged that they will lose the right of withdrawal. When you purchase a subscription to The Friendly PARTNER, you expressly agree that the digital content will be made available to you immediately, and you acknowledge that, as a result, you waive your statutory right of withdrawal.
- Defective Products: Consumers are entitled to a 2-year guarantee on goods that are faulty, though repair or replacement are the first options before a refund.
What this means for you
- If you purchase a subscription, you acknowledge that you have consented to immediate access to the digital content and waive your 14-day right of withdrawal.
- If the software is defective, does not function as described, or is not fit for purpose, you may request a refund.
- Refunds for defective products are subject to investigation and may be limited to the amount paid for the subscription term.
3.2. United Kingdom
Applicable Law: Consumer Rights Act 2015.
- 30-Day Right to Reject Faulty Goods: UK law requires sellers to give a full refund if faulty goods are returned within 30 days. For digital content (including software), consumers are entitled to a replacement, but generally not a refund if downloads work and the content is as described.
- Exception for Digital Content: As in the EU, the right of withdrawal for digital content is waived when the consumer consents to immediate access.
What this means for you
- You are entitled to a refund if the software is faulty, not as described, or not fit for purpose.
- If the software is defective, you have the right to a repair or replacement before a refund.
- If a download infects your computer with a virus, we may be liable to pay compensation.
- No refund is available for change of mind after the software has been downloaded and activated.
3.3. United Arab Emirates (UAE)
Applicable Law: Federal Law No. 15/2020 on Consumer Protection; Federal Decree-Law No. 14/2023 on Trading by Modern Technological Means.
- Consumer Rights: Suppliers must protect consumers' privacy and data security, provide accurate information, settle disputes promptly, and provide invoices that include the trade name, address, type of goods or services, price, and quantity.
- Right to Return: Consumers have the right to return goods if they are defective, damaged, or not as described. The right of return may be forfeited if the consumer has used the goods or missed the statutory return period. For digital software, the right of withdrawal may not apply once the software has been downloaded and activated.
What this means for you
- You are entitled to a refund if the software is defective or not as described.
- No refund is available for change of mind after the software has been downloaded and activated.
- We comply with UAE consumer protection laws and will handle disputes through the Ministry of Economy.
3.4. Kingdom of Saudi Arabia (KSA)
Applicable Law: Saudi E-Commerce Law (Royal Decree M/126) and its implementing regulations; Saudi Copyright Law.
- 7-Day Right to Return: Consumers have the right to return products within 7 days if unused.
- Exception for Digital Content: The right of withdrawal applies before the digital content is downloaded or accessed. Once the service has begun with the consumer's consent, the right of withdrawal expires.
What this means for you
- If you have not downloaded or activated the software, you may cancel within 7 days of the purchase date and receive a full refund.
- Once the software has been downloaded or activated, no refund is available for change of mind.
- If the software is defective or not as described, you are entitled to a refund.
3.5. State of Kuwait
Applicable Law: Decree Law No. 10/2026 on E-Commerce.
- 14-Day Contract Withdrawal: Consumers have a 14-day contract withdrawal right for products returned in original condition.
- E-Commerce Registration: All online sellers operating in Kuwait must be registered with the Ministry of Commerce and Industry.
What this means for you
- You have the right to cancel your subscription within 14 days if you have not downloaded or activated the software.
- If you have downloaded or activated the software, you waive your right of withdrawal.
- Defective products are eligible for refund.
3.6. Latin America (LATAM)
Applicable Law: Varies by country (e.g. Mexico, Colombia, Argentina, Peru, Brazil). Many countries in the region follow the principles of the UN Guidelines for Consumer Protection.
- Key Principles: Consumers have the right to receive products that are fit for purpose and as described. Defective or misdescribed products are eligible for refund, repair, or replacement. Many countries are developing digital consumer protection laws.
What this means for you
- You are entitled to a refund if the software is defective or not as described.
- Consumer protection laws in your country may provide additional rights regarding cooling-off periods and refunds.
3.7. Southeast Asia (SEA)
Applicable Law: Varies by country. Key jurisdictions include Malaysia, Thailand, Indonesia, Singapore, Vietnam, and the Philippines.
- Key Principles: Many Southeast Asian countries have consumer protection laws that apply to digital products. Regulators such as MAS (Singapore) and SCM (Malaysia) oversee brokers that offer MT4 and MT5 platforms.
What this means for you
- You are entitled to a refund if the software is defective or not as described.
- Consumer protection laws in your country may provide additional rights regarding cooling-off periods and refunds.
- We recommend familiarizing yourself with your local consumer protection laws.
3.8. Asia-Pacific (APAC)
Applicable Law: Varies by country. Key jurisdictions include Hong Kong, Australia, New Zealand, Japan, and South Korea.
- Australia: The Australian Consumer Law (ACL) requires businesses to provide refunds for defective or misdescribed products. It is illegal to say “no refunds on sale items.” Computer software is classified as “goods” under Australian law, providing strong consumer protections.
- Hong Kong: Consumer protection laws are evolving, with proposals to regulate digital transactions.
- Japan: Japan has robust consumer protection laws for digital services and subscriptions, with a clear regulatory framework for cancellation rights.
- South Korea: The Act on Consumer Protection in Electronic Commerce, enforced by the Korean Fair Trade Commission (KFTC), provides strong protections for consumers in digital transactions.
What this means for you
- You are entitled to a refund if the software is defective or not as described.
- Consumer protection laws in your jurisdiction may provide additional rights.
- In Australia, you have strong protections under the ACL, including the right to compensation for damages caused by defective products.
3.9. North America (United States and Canada)
Applicable Law: Varies by state and province. The United States has no federal law requiring businesses to have a refund policy; several states have specific requirements.
- California: Retailers are required to give a full refund up to 30 days after purchase if they have not posted a clear refund policy. This policy is our posted refund policy.
- State Law Variations: Laws vary across states, and some states have more stringent requirements than others.
- Canada: Consumer protection laws vary by province. Many provinces have consumer protection statutes that apply to digital purchases.
What this means for you
- For U.S. and Canadian users, refunds are provided in accordance with this policy and applicable state or provincial law.
- We comply with applicable state and provincial consumer protection laws.
3.10. Africa (MENA, South Africa, and Nigeria)
Applicable Law: Varies by country. Many African countries are developing consumer protection laws for digital products.
- MENA Region: See sections 3.3 (UAE) and 3.4 (KSA) for specific requirements.
- South Africa: The Consumer Protection Act (CPA) provides broad protections, including the right to return defective goods.
- Nigeria: The Federal Competition and Consumer Protection Act (FCCPA) provides consumer protection.
- Egypt, Morocco, Algeria: These countries have consumer protection laws with varying degrees of protection for digital products.
What this means for you
- You are entitled to a refund if the software is defective or not as described.
- Consumer protection laws in your country may provide additional rights.
- We comply with applicable local laws.
4. How the 29-Day Free Trial Affects Refund Rights
The 29-day free trial is a critical factor in determining your refund rights across all jurisdictions.
- Full evaluation opportunity: You have 29 days to use the software, explore its features, and evaluate its performance at no cost. This allows you to determine whether the product meets your needs before committing to a paid subscription.
- Waiver of statutory cooling-off periods: In many jurisdictions (including the EU, UK, and KSA), the statutory right of withdrawal from a contract does not apply to digital content once the consumer has consented to immediate access. By completing the free trial and purchasing a subscription, you acknowledge that you have already had the opportunity to evaluate the product and therefore waive your right of withdrawal to the extent permitted by applicable law.
- Performance-based refunds: Refunds for defective products, or products that do not perform as stated, remain available regardless of the free trial.
Key principle
5. Subscription Cancellation
5.1 Cancellation by you
You may cancel your subscription at any time, yourself, from your dashboard: Subscriptions → Cancel plan. Cancellation takes effect immediately upon confirmation — no request, approval or contact with us is required, and you will not be charged again.
Upon cancellation, your access continues until the end of your current billing period and is not renewed. Your dashboard shows the date on which your access ends, and we send you an email confirming it.
You may also cancel using the subscription-management link in the invoice email sent to you by Paddle, or by contacting us through the Contact page if you would prefer we do it for you.
5.2 No refund for partial billing periods
If you cancel during your subscription term, we do not provide refunds or credits for the remainder of the current billing period. Your access continues until the end of that period, and you will not be charged for the next billing cycle.
5.3 Cancellation by us
We reserve the right to terminate your account and access to the software at any time if you breach our Rules and Regulations or if we reasonably believe your conduct may cause harm to us, our users, or third parties.
6. Refund Eligibility
6.1 Defective products — full refund
If The Friendly PARTNER is defective, does not function as described in our User Manual, or is not fit for purpose, you may be eligible for a full refund. The following procedure applies:
Step 1 — Contact us first
All refund requests based on technical issues, product functionality, or software defects must be submitted through us, not through Paddle. Contact us through your dashboard or our Contact page with:
- Your full name and the email address associated with your account
- Your MT4/MT5 account number
- A clear description of the issue
- Any supporting documentation (screenshots, error messages, logs)
Step 2 — Technical evaluation
- We review your request and supporting documentation
- We verify whether the issue is a genuine software defect or a user-related error
- We attempt to reproduce the issue
- We document our findings
Step 3 — Troubleshooting
In many cases the issue relates to configuration rather than a software defect. Before a refund is considered, we will refer you to our Troubleshooting page, guide you through the correct configuration steps, and make sure the toolkit is set up according to our User Manual.
Step 4 — Resolution
- If a solution is found: we will guide you through the fix, and no refund will be issued.
- If the issue is user-related: we will provide you with the correct information to use the toolkit properly. No refund will be issued, as the product is functioning as intended.
- If the product is confirmed defective: we will confirm the defect in writing and authorise a full refund of the amount paid for the current subscription term.
Step 5 — Paddle processes the refund
Refunds authorised by us are processed by Paddle. You do not need to contact Paddle separately once we have confirmed the defect. Paddle will process the refund in accordance with their standard procedures, to the original payment method.
6.2 Change of mind — no refund
If you simply change your mind after purchasing a subscription, and you have completed the free trial period, no refund will be issued. You may cancel your subscription (see section 5.1) to avoid future charges.
6.3 Fraud or suspicious behaviour
We reserve the right to deny refund requests where there is evidence of fraud, abuse, or suspicious behaviour.
7. How to Request a Refund
Please follow the route that matches the nature of your request:
| Type of request | Where to go |
|---|---|
| Technical issues — software defects, functionality, performance | Contact us through your dashboard or the Contact page. Paddle cannot evaluate whether the toolkit is functioning as intended, so these must come to us first. |
| Billing or payment issues — incorrect charges, payment errors, invoicing discrepancies, currency | Contact Paddle directly at paddle.net. |
| A refund we have already authorised | Nothing further to do — we instruct Paddle, and the refund is issued to your original payment method. |
Refund timeline
8. Troubleshooting Before Refund
Before a refund for technical issues can be authorised, we ask that you:
- Review our Troubleshooting page for common issues and solutions
- Follow the setup instructions in our User Manual
- Allow our technical team to assist you in resolving the issue
In most cases, issues can be resolved through correct configuration rather than a refund. The Friendly PARTNER is a detailed toolkit with many settings, and many reported issues turn out to be configuration rather than defects. We are committed to helping you use the toolkit correctly and will make every effort to resolve any issue before considering a refund.
9. Paddle as Merchant of Record
All payments for The Friendly PARTNER are processed by Paddle, which acts as the Merchant of Record. This means:
- Paddle is the seller of record for your subscription
- Paddle processes all payments, handles invoicing and VAT, and manages refunds
- You can contact Paddle directly at paddle.net for billing inquiries
10. Dispute Resolution
10.1 Informal resolution
We encourage you to contact us first to resolve any dispute informally. Most disputes can be resolved quickly and amicably through our support channels.
10.2 Formal resolution
If the dispute cannot be resolved informally, it shall be referred to and finally resolved by the competent courts of the United Arab Emirates, unless mandatory local law requires otherwise.
10.3 Consumers in the European Union
If you are resident in the European Union, you may be entitled to refer a dispute to an Alternative Dispute Resolution (ADR) body in your Member State. Contact us first and we will tell you what is available to you. Your right to bring proceedings before the courts of your country of residence, where mandatory local law provides it, is unaffected.
11. Data Privacy
Any personal data collected during the refund process is processed in accordance with our Privacy Policy and applicable data protection laws, including the UAE PDPL, KSA PDPL, EU GDPR, UK GDPR, and other relevant regulations. Your data is used solely for refund validation and processing, stored securely, and retained no longer than necessary.
12. Changes to This Policy
We may revise this Refund Policy from time to time. The “Last Updated” date at the top indicates when the latest changes were made. If we make material changes, we will notify you through our Website or your dashboard.
13. Contact Us
If you have any questions, concerns, or requests regarding this Refund Policy, please contact us:
| Method | Detail |
|---|---|
| Website | Contact page |
| Dashboard | Support section |
| [email protected] |
The Friendly PARTNER — TFP Software FZCO
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