1Introduction
This Refund Policy explains when fees paid to WhitePips for evaluations, instant accounts, and add-ons may be refunded. It forms part of the Terms of Service and should be read together with the Plan Specification of the account concerned and the Trading Rules, which set out what earlier documents called the Challenge Terms and Instant Account Terms.
WhitePips provides access to digital simulated-trading products. Because these products are delivered digitally and access is granted immediately, refund eligibility is limited and is described below.
Words used in this policy. Capitalised terms, such as Fee, Trading Account and Plan Specification, have the meanings given in the Terms of Service. “Refund” in this policy means returning money you paid to WhitePips.
2Nature of the product
The fee you pay is for access to a digital evaluation or simulated account, together with the related dashboard and tools. It is a one-time fee for that access. It is not a deposit, not trading capital, and not held on your behalf. No part of the fee is placed at market risk.
3Digital delivery and access
Access to an evaluation or account is provisioned promptly after payment is confirmed. Where you request and receive immediate access to the product, you acknowledge that provision of the digital service has begun. To the extent permitted by applicable consumer law, this may affect any statutory right to cancel once access has been granted and used.
When access counts as used. A Trading Account counts as used once any trade has been placed on it, or once its trading credentials have been used to log in to the Trading Platform, whichever happens first. Our platform and server records are used to decide this.
4Payment methods at checkout
Methods. Depending on your country and your order, checkout may offer payment by card, Apple Pay, Google Pay, UPI, bank transfer, cryptocurrency, QR code, Skrill or Binance Pay. The methods shown at checkout are the ones available for that order.
Payment processing. Checkout payments are processed by third-party payment providers. At the date of this policy, checkout is a hosted checkout provided by UniPayment. The provider’s own terms apply to the payment itself.
Transaction fees. Any transaction fee for the method you choose is shown at checkout before you pay. Where a refund is made, a transaction fee charged by the payment provider may not be recoverable, as explained in section 14 (Currency and fees).
5When you are eligible for a refund
You may request a refund where:
- you purchased in error or were charged more than once for the same product, for example a duplicate transaction;
- you were charged as a result of a technical or billing error attributable to WhitePips or its payment providers;
- your account could not be provisioned and WhitePips is unable to provide the product you paid for; or
- applicable law grants you a mandatory refund right that has not been validly waived.
Approved refunds in these cases are returned to the original payment method.
Purchases made in error. A purchase made in error qualifies only if you tell us before the Trading Account has been used, as described in section 3 (Digital delivery and access). A duplicate charge qualifies whether or not the other account has been used.
When to ask. Please ask as soon as you notice the problem, and in any event within thirty (30) days of the charge, unless the law gives you longer.
Accounts we end without cause. Where WhitePips ends an unbreached Evaluation for a reason that is not your breach, the Terms of Service explain the refund or replacement that applies.
Professional market data (Futures). If you declared yourself a Professional Subscriber to dxFeed and do not wish to pay the professional market-data fee (Terms of Service, section 19.10), we refund the full purchase price of that Futures Trading Account to the original payment method, provided no trade has been placed on it. This applies even if you have signed in to the Trading Platform.
6When you are not eligible for a refund
Refunds are not available where:
- you have started trading on, or otherwise materially used, the account;
- the account has been breached, terminated for cause, or closed as a result of a Trading Rules violation;
- you have changed your mind after access was granted and used, except where a mandatory statutory right applies;
- the request relates to add-ons that have already been activated, such as a swap-free option or a profit split upgrade;
- the request relates to promotional credit, discounts, or amounts that carry no cash value under the promotion’s conditions; or
- the request is an attempt to reverse a fair evaluation outcome.
Further cases. Refunds are also not available:
- once the Trading Platform credentials for the account have been used to log in, except for a duplicate charge or an error on our side;
- for Instant Accounts once they have been issued and used, since they are funded at purchase;
- for resets, including a paid Funded Reset, once the reset has been applied;
- where the account, or your Account, was closed for Prohibited Conduct, false information, failed verification, a restricted jurisdiction, or a breach of the Terms of Service;
- where you have already started a chargeback or payment dispute for the same payment; or
- for a Trading Account on which a payout or a fee refund has already been paid.
Evaluation outcomes are final. Not passing an Evaluation, breaching a loss limit, or disagreeing with a rule that was published before you bought is not a ground for a refund. Questions about how a rule was measured are handled as complaints under Terms of Service, section 30 (Complaints).
7Add-ons, bundles and resets
Add-ons are optional features purchased alongside an account. Once an add-on has been activated on an account, it is consumed and is non-refundable, even where the underlying account fee might otherwise qualify for a refund.
Bundles. Where you bought several Trading Accounts in one order with a bundle discount, the refund for one account is the share of the discounted order price that relates to it. If the refund means the rest of the order no longer qualifies for the discount it received, we may deduct the difference from the refund.
Resets and replacements. A Challenge Reset requested by the trader is a new Account of the same Plan at the Account’s size, paid at the then-current price less a 20% reset discount (or a larger discount code the trader enters) plus the processing fee, and nothing is refunded for it once it is performed; a Challenge Reset required following a first warning is free. A paid Funded Reset is consumed when it is applied.
Market data (Futures). A payment for Futures market data, whether the $35 for 30 days or a professional month, is not refunded once the period it pays for has started.
8Promotions and discounted purchases
Discounted purchases. Purchases made with a discount code, a promotion or promotional credit are refunded only for a duplicate charge, an error on our side, or an account we cannot provide, and never for a change of mind.
Amount refunded. A refund is limited to the amount you actually paid. Promotional credit, discounts and free items have no cash value and are not paid out; promotional credit used on a refunded order may be reinstated at our discretion under the promotion’s conditions.
9Cooling-off and statutory rights
Mandatory law comes first. Nothing in this policy removes a refund or cancellation right that the law of your country gives you and that cannot be waived.
Digital services started at your request. In some countries, consumers have a short period after purchase to cancel a contract for digital services. By asking for immediate access to a Trading Account and then using it, you agree that performance starts straight away and you acknowledge that, where the law allows, you lose that cancellation right once the account has been used.
If a cancellation right still applies. If you validly cancel within a statutory period, we will refund you within the time that law requires, and, where the law allows, we may deduct an amount in proportion to the service already provided.
10Fee refund with the first payout
A reward, not a refund. On plans whose Plan Specification states that the fee is refundable, WhitePips pays an amount equal to the Fee for that Trading Account together with an approved payout from the Funded Account that came from it, once the condition the Plan Specification sets is met. At the date of this policy this applies to Prime 1 Step and Prime 2 Step, whose fee is refunded once the account is funded and in profit after 30 days; it does not apply to the Edge or Instant plans. Accounts bought on plans retired on 29 September 2026 keep the refund terms they were sold with. For any other plan, including futures plans, it applies only if the Plan Specification says so.
Why it is different. This amount is a reward under the plan, not a refund under this policy. It is paid only if a payout is approved and paid under the Payout Policy, and it is not available because a Trading Account was breached, closed or not funded.
How much. The amount is the price you actually paid for that Trading Account after any discount, excluding add-ons, transaction fees and taxes, unless the Plan Specification says otherwise.
How it is paid. It is paid with a payout, by the same method as that payout: bank transfer, cryptocurrency or Store Credit. It is not sent back to the original payment method.
Once per account. It is paid once for each Trading Account purchased, and not again after a reset, a scaling step or a later payout.
Clawback. If the payout it was paid with is later found not to have been validly earned, the fee refund must be repaid as well, as described in Terms of Service, section 17 (Consequences of a breach).
11How to request a refund
To request a refund, contact WhitePips at [email protected] from the email address associated with your account, and include your order or transaction reference and a short description of the reason. We may ask for additional information to verify your identity and the transaction.
What to include. Please include the date and amount of the charge, the payment method used, and, for a duplicate charge, both transaction references. For a card payment, the last four digits of the card are enough; never send us a full card number or security code.
12Processing
We aim to review refund requests promptly. Approved refunds are issued to the original payment method used for the purchase. The time for the refunded amount to appear depends on your payment provider, card scheme, or the relevant network and is outside WhitePips’s control once the refund has been issued.
What happens to the account. When a refund is approved, the Trading Account concerned, and any account that came from it, is closed, and any Simulated Profit on it is void. Promotional benefits linked to the refunded order may be removed.
13How refunds reach you
Original method where possible. Refunds are made to the payment method used for the purchase wherever the payment provider supports it, for example back to the same card, Apple Pay or Google Pay wallet, UPI account, Skrill account or Binance Pay account.
Bank transfer payments. If you paid by bank transfer, the refund is sent to the bank account the payment came from. It must be in your own name. Bank and intermediary fees on the return transfer may reduce the amount received.
Cryptocurrency payments. If you paid in cryptocurrency, the refund is sent to a wallet you control, in the same asset or, at our option, in a stablecoin, for the US dollar amount you paid, less network fees. You must give us the address and network, and you are responsible for their accuracy. Crypto refunds cannot be reversed.
QR code payments. If you paid by QR code, the refund follows the method that the QR code payment used, where the provider supports it.
When the original method cannot be used. If the original method is closed, expired or does not support refunds, we may refund by another method in your own name after verifying your identity and ownership of the new method.
14Currency and fees
Refunds are issued in the currency of the original transaction where possible. WhitePips is not responsible for differences arising from exchange-rate movements, provider fees, or third-party charges between the original payment and the refund.
Transaction fees. Transaction fees charged by a payment provider are refunded only where the refund is due to a duplicate charge or an error on our side, or where the law requires it.
15Chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve it. Initiating a chargeback or payment dispute without first contacting us may result in suspension of the associated account pending resolution. Where a chargeback is raised on a validly delivered product, we reserve the right to contest it and to recover reasonable costs.
Card chargebacks. A chargeback asks your card issuer or wallet provider to reverse a payment. Card issuers can take several weeks or months to decide one. While it is open, your Account and Trading Accounts may be suspended, and we may give the issuer evidence such as your order, your acceptance of our terms, login and IP records, and trading history.
Other methods. Similar disputes can be raised with some wallet, UPI and payment account providers. They are treated in the same way. Bank transfers and cryptocurrency payments generally cannot be charged back.
Consequences. A chargeback on a product that was delivered is a breach of the Terms of Service. The consequences, including closure, forfeiture of Simulated Profit and recovery of chargeback fees and costs, are set out in Terms of Service, section 12 (Chargebacks and payment disputes).
Choose one route. If you have raised a chargeback, we will not also process a refund for the same payment while the dispute is open.
16Discretionary refunds
Nothing in this Policy prevents WhitePips from granting a refund at its discretion as a gesture of goodwill. A discretionary refund in one case does not create any entitlement in another.
17Changes to this policy
We may update this Refund Policy from time to time. Material changes will be published on the WhitePips website, and the version in force at the time of your purchase governs that purchase.
18Contact
If you have any questions regarding this Refund Policy, please contact WhitePips at [email protected].