Scope and current status
Products listed on trader-umr.com are not yet live for purchase. This policy is intended for one-time digital products sold through the site unless a specific product page, checkout flow, or written agreement says otherwise.
The planned product model is digital delivery rather than physical shipment. That may include Sierra Chart study files, account authorization, license or access provisioning, setup guidance, documentation, and related support attached to a purchase.
Planned 60-day change-of-mind policy
UMR intends to offer a voluntary change-of-mind refund window for 60 calendar days from the original purchase date on eligible first-time one-time product purchases.
For those approved change-of-mind requests, the planned refund is 70% of the purchase price, with 30% retained. That retained portion is intended to cover non-recoverable payment costs, immediate digital fulfilment, access provisioning, support/admin time, and the practical reality that digital products can be accessed, copied, or implemented quickly after delivery.
When the 30% retention would not apply
The planned 30% retention is for voluntary change-of-mind refunds only. A full refund is intended where:
- You were charged more than once for the same order.
- You paid but the promised product, authorization, or access was not delivered.
- The delivered product has a major defect or access issue that cannot be resolved within a reasonable time.
- The product delivered was materially different from what was described on the site at checkout.
- A future pre-order, waitlist payment, or launch reservation is cancelled before delivery, unless different checkout terms were shown.
If a refund is required because of a billing mistake, non-delivery, or a product problem that UMR could not fix within a reasonable time, the intent is to refund the affected order in full rather than applying the voluntary 30% retention.
When a voluntary refund may be declined
- The request is made more than 60 days after the original purchase date.
- The order was a renewal, repeat purchase, upgrade, custom service, or another item specifically marked non-refundable.
- The issue is based only on trading losses, trading performance, or unmet profit expectations.
- The issue is caused by unsupported software versions, unsupported feeds, brokers, hardware, or setup choices outside the published requirements.
- Access was terminated because of abuse, redistribution, license sharing, chargeback threats, or other terms violations.
What happens when a refund is approved
If a refund is approved, UMR may revoke any product benefits tied to the order. That can include file downloads, license keys, Sierra Chart account authorization, private links, Discord access, GitHub access, updates, or other digital benefits that were granted because of the purchase.
Refunds are intended to go back to the original payment method. Processing times can vary depending on the payment provider and bank. If checkout is handled through Polar or a similar merchant-of-record provider, refund amounts may be issued as full or partial refunds through that system.
Requesting help before a refund
If something is not working, the best first step is to make contact and explain the issue clearly. Include the purchase email, date of payment, what was ordered, and what problem you are seeing. If the issue is technical, screenshots or short screen recordings help speed things up.
Support-first handling matters here because many delivery or setup problems can be fixed faster than a refund or payment dispute, especially for Sierra Chart products tied to install steps, supported versions, account authorization, or missing setup context.
Chargebacks and payment disputes
If you believe there has been a billing mistake, duplicate charge, or failed delivery, make contact first where possible before filing a chargeback. Many issues can be resolved directly and much faster that way. This is especially important if the checkout provider takes a strict view of dispute rates or reserves the right to issue its own refunds to prevent chargebacks.
Consumer-law rights
Nothing in this policy is meant to limit rights that cannot be excluded under applicable consumer law, including mandatory guarantees or refund rights that apply under the Australian Consumer Law or other relevant laws where they cannot lawfully be excluded. The planned 60-day change-of-mind refund is meant to sit on top of those rights, not replace them.
Changes to this policy
This policy may be revised as the checkout provider, fulfilment flow, product scope, and support process evolve. When changes are made, the date at the bottom of this page will be updated.