This Refund Policy explains how refunds, cancellations and withdrawals work for MarketMates products and services.

MarketMates offers different products, including brokerage accounts, prop trading challenges, memberships and education. Refund rights depend on the product purchased and whether access, account credentials or services have already been provided.

This policy should be read together with our Terms and Conditions, Client Agreement, Prop Trading Terms and any product-specific terms shown at checkout.

1. Brokerage accounts

There is no fee to open or maintain a standard MarketMates brokerage account.

Funds deposited into your brokerage account are not treated as a product purchase. You may request to withdraw available funds from your account at any time, subject to:

• completion of required KYC and identity checks;
• anti-money laundering and compliance requirements;
• any open trades, pending transactions, margin requirements or unsettled balances;
• any third-party payment provider fees, banking fees or transaction costs that may apply;
• any restrictions that apply under our Client Agreement or applicable law.

Market movement may affect the value of your account. The amount available for withdrawal may be more or less than the amount originally deposited.

2. Brokerage agreement cancellation rights

Where applicable, you may have the right to cancel your brokerage agreement within 14 days of the business day we receive your completed account opening application.

Cancelling the agreement does not cancel, reverse or unwind transactions that were opened or completed before we received your cancellation request.

If you cancel, no cancellation penalty will apply. However, you remain responsible for:

• any fees due up to the date of cancellation;
• any pro-rata fees;
• any third-party costs or expenses incurred in closing or settling your account;
• any losses realised in settling open transactions;
• any market movement or investment losses.

To request cancellation or withdrawal, please log in to your client portal and submit a withdrawal request, or contact support at [email protected].

3. Prop trading challenges

Prop trading challenge purchases are non-refundable once account credentials have been issued.

This is because access to the challenge account is delivered instantly, and the service begins as soon as the account is created and credentials are provided.

Refunds are not provided if:

• you fail a challenge;
• you breach a challenge rule;
• you decide not to trade after receiving credentials;
• you purchased the wrong challenge size or type;
• your trading strategy, risk approach or personal circumstances change;
• you are disqualified due to rule breaches, prohibited trading activity or failed KYC.

If you believe there has been a technical issue, billing error or duplicate payment, please contact support and we will review the matter.

4. Memberships

MarketMates memberships are subscription-based.

You may cancel your membership at any time. Cancelling your membership stops future billing, but we do not provide refunds for past billing periods.

Membership fees are not refunded for:

• unused time;
• partial months;
• missed coaching sessions;
• failure to access the Members Area;
• not completing the education or workshop material;
• a change of mind after access has been provided.

You will keep access to membership benefits until the end of your current paid billing period unless otherwise stated.

5. Education and digital content

Where education, course content, workshops, tools, templates, recordings, workbooks, AI prompts or other digital resources are included in a membership or product, access is generally provided immediately after purchase.

Because digital content is delivered instantly, refunds are generally not available once access has been provided, unless required by applicable law or approved by MarketMates at our discretion.

6. Duplicate payments and billing errors

If you believe you have been charged incorrectly, charged twice, or billed after cancellation, please contact us as soon as possible.

We may ask for:

• your full name;
• account email;
• transaction receipt;
• payment date;
• product purchased;
• a short explanation of the issue.

If we confirm that a duplicate payment or billing error occurred, we will refund the incorrect charge to the original payment method where possible.

7. Failed payments and cancellations

If a subscription payment fails, access to paid benefits may be paused, downgraded or cancelled.

For brokerage-related memberships, your account may be moved to the standard or free plan where applicable. This may affect pricing, trading benefits or access to member-only perks.

8. Payment provider and bank fees

MarketMates may not control fees charged by banks, card providers, crypto payment providers, currency conversion providers or other third-party payment processors.

Where a refund is approved, the refunded amount may exclude third-party fees that have already been charged or cannot be recovered.

9. How to request a refund review

To request a refund review, contact:

Email: [email protected]

Please include:

• your full name;
• account email;
• product purchased;
• payment date;
• reason for the request;
• any relevant receipts or screenshots.

We will review your request and respond as soon as reasonably possible.

10. No guarantee of trading outcomes

MarketMates does not guarantee trading profits, funded account success, prop challenge success, investment returns or any specific financial outcome.

Trading involves risk. Refunds are not provided because of trading losses, market conditions, failed trades, failed challenges or dissatisfaction with trading results.

11. Changes to this policy

We may update this Refund Policy from time to time. The latest version will be published on marketmates.com and will apply from the date shown at the top of the policy.