Refunds & Withdrawal.

Version 1.0 — in force from 7 October 2026

This policy explains three different things, and it matters not to confuse them: your statutory right to withdraw from a distance contract within 14 days, and why it is lost at checkout for a Product delivered at once; a voluntary refund Viroan offers for certain Products that have not been activated; and your rights, which cannot be taken away, if a Product is defective or not as described. It forms part of the Terms of Service (clause 4.5) and uses the terms defined there.

1. Your 14-day right of withdrawal, and how it is lost

1.1. As a consumer you have the right to withdraw from a distance contract within 14 days, without giving any reason.

1.2. A Licence is delivered immediately upon payment. The law therefore lets this right be lost only if, before delivery, you (i) expressly request that performance begin immediately and (ii) acknowledge that you will thereby lose the right of withdrawal — and only if Viroan then confirms your request and acknowledgement to you on a durable medium. At checkout these two confirmations are shown as two separate boxes, neither of them pre-ticked, and payment cannot be completed until you tick both; Viroan then sends you a written confirmation, recording the exact wording and the version you accepted, by email.

1.3. Until you give both confirmations, the right stands. If you do not request immediate performance, delivery waits and your 14-day right is unaffected.

1.4. Losing the right of withdrawal does not affect your rights if the Product is defective or not as described (clause 4).

2. How to withdraw

Where a right of withdrawal applies to a purchase, you may exercise it in any of these ways: from your account, through a clearly labelled control, “Withdraw from this contract” (in Polish, “Odstąp od umowy tutaj”), which takes you through a short confirmation step and then sends you an automatic confirmation on a durable medium; by email to support@viroan.com; or by any other clear statement, for which you may use the model form in clause 3. To meet the deadline it is enough that you send your withdrawal before the 14 days expire.

3. Model withdrawal form

You may, but need not, use this form; complete and return it only if you wish to withdraw from the contract.

— To Viroan sp. z o.o., ul. Wielicka 42, lokal B3, 30-552 Kraków, Poland (support@viroan.com):
— I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following Product: …
— Ordered on / received on: …
— Name of consumer(s): …
— Address of consumer(s): …
— Signature of consumer(s) (only if this form is sent on paper): …
— Date: …

4. If a Product is defective or not as described

4.1. These rights are separate from the right of withdrawal, cannot be excluded or waived, and are not affected by the loss of the right of withdrawal. If a Product does not conform with the contract — it does not install or run on the stated platform, or does not perform the functions described on its page and in its Certificate — you are entitled, against Viroan as seller, to have it brought into conformity and, if that is not done, to a reduction in price or to end the contract with a refund.

4.2. A trading loss, or live results that differ from a backtest, is not of itself a lack of conformity (see the Risk Disclosure and clause 8 of the Terms of Service). For a Product supplied in a single act the law covers a lack of conformity that appears within two years; for a Licence for a number of months that renews automatically, or a time-limited key, throughout its term.

4.3. To make a claim, write to support@viroan.com. We may ask you for information within your control, such as the MetaTrader journal and the terminal build, so that the problem can be reproduced.

5. Voluntary refund — 14 days if not activated

5.1. Separately from your statutory rights, Viroan offers a voluntary refund for certain Products within 14 days of purchase, provided the Licence has not been activated.

5.2. Because this depends on our being able to confirm that the Licence was not activated, it applies only to Products whose licence check shows whether they were activated: a MetaTrader Product that verifies activation online, or a cTrader Product for which no key has yet been issued to you. It does not apply to a Product delivered as an offline key or as source code once that key or source has been delivered, because non-activation cannot then be confirmed. Whether a given Product offers this voluntary refund is stated on its page.

5.3. This voluntary refund is in addition to, and does not limit, your rights in clauses 1 and 4.

6. Automatic renewal — cancelling, withdrawing and refunds

6.1. Cancelling the automatic renewal of a Licence for a number of months and withdrawing from the contract are different things. Cancelling, which you may do at any time from your library, stops the next charge; your access continues to the end of the period you have already paid for, and no further amount is taken. Cancelling is not in itself a refund of the current period.

6.2. A refund of a current or past period arises only where the right of withdrawal applies (clause 1), where the voluntary refund applies (clause 5), or where the Product is defective or not as described (clause 4). A renewal charged to you in error, or after you had cancelled, is refunded in full.

6.3. If a renewal payment fails, we tell you and allow a reasonable period to provide a valid means of payment before the Licence is suspended; we do not suspend a Licence while you are lawfully withholding payment because of a lack of conformity.

7. How and when we refund

7.1. A refund is always made as money returned to the means of payment you used, without undue delay: where you exercise the right of withdrawal, within 14 days of our being informed of it; and in any other case within 14 days of our accepting that a refund is due. We do not charge a fee for a refund.

7.2. Any account credit available to you is a separate, optional discount which you may choose not to apply; it is never given instead of a refund you are owed.

8. Payment reversals and chargebacks

If you reverse a payment through your bank or card provider in respect of a Product that was delivered to you and was neither undelivered nor defective, Viroan may suspend the Licence obtained by that payment, stating its reasons, with the review route set out in the Terms of Service; a reversal on account of genuine non-delivery or a defect is never held against you. Please contact us first — we can usually resolve the matter faster than your provider can. This is set out in clause 6 of the Terms of Service.

9. How to ask, and our answer

To ask for a refund, to withdraw, or to report a defect, write to support@viroan.com or use the facility in the application; no particular form is required, and the period for us to answer begins when you send it. We answer a consumer complaint within 14 days, on a durable medium. The full complaints procedure and the available out-of-court routes are in the Complaints & Dispute Resolution policy.

10. Changes, contact and language

We may update this policy; the version number and effective date are shown above. For any question write to support@viroan.com. This policy is published in English and Polish; if you are a Polish citizen or resident in Poland the Polish version applies to you, in all other cases the English version applies, and any other translation is for information only (clause 16.3 of the Terms of Service).