Refund Policy
Seraphim Quant LLC
Effective date: 06/09/2026
EXECUTIVE SUMMARY
S-23 is a digital software product with immediate activation by license. Due to the nature of the product, no refunds are offered once the license has been activated or the software file has been downloaded. Read this complete policy before purchasing.
1. General No-Refund Policy
Since S-23 is a digital software product with instant delivery, and since license activation involves manual authorization of your NinjaTrader username that cannot be reversed without administrative cost, Seraphim Quant LLC does not offer refunds once any of the following conditions occur:
a) The license has been authorized in the NinjaTrader Ecosystem system. b) The software file has been downloaded by the buyer. c) The buyer has activated the software in their NinjaTrader instance.
1.1 Express consent to immediate delivery (digital content)
By completing checkout, you expressly request immediate delivery of digital content and license activation and, to the extent permitted by applicable law (including consumer-protection and distance-selling rules in the European Union, the United Kingdom, and elsewhere), you acknowledge that you lose any applicable right of withdrawal or cancellation once the license is activated or the software file is downloaded. This consent is captured as a mandatory checkbox at checkout.
1.2 Payment processing (Merchant of Record)
Payments and any applicable taxes are handled by Lemon Squeezy as Merchant of Record. Where a refund is due under this Policy, it may be processed through Lemon Squeezy.
2. Limited Exceptions
Despite the general policy above, we will consider refund requests in the following exceptional circumstances:
2.1 Duplicate purchase due to technical error
If the system charges the same purchase twice due to a technical processing error, we will fully refund the duplication within 5 business days following notification of the error.
2.2 Unresolvable product failure
If after purchase, the product presents technical failures that completely prevent its operation, and our support team cannot resolve the issue within 14 business days from the initial report, we will consider a full or partial refund on a case-by-case basis.
This exception does NOT apply if the technical failure is due to:
a) Incorrect user configuration. b) Hardware or software incompatible and not documented as supported. c) Problems with the user's broker or data provider. d) Changes introduced by NinjaTrader that temporarily affect compatibility. e) Dissatisfaction with the bot's performance in real trading (performance is the responsibility of the user and market conditions, not the software).
2.3 Fraudulent charge
If the purchase was made without your authorization (fraudulent credit card use, identity theft), we will fully refund upon confirming the fraud. We also recommend notifying your bank and corresponding authorities.
3. What Is NOT Grounds for Refund
To avoid misunderstandings, the following scenarios do NOT qualify for refund:
a) Dissatisfaction with trading results. Future performance is not guaranteed and risks are clearly communicated in the Risk Disclosure Statement.
b) Change of mind after purchase. We recommend reviewing manuals, demos, and public documentation before purchasing.
c) Incompatibility with specific prop firm. It is the user's responsibility to confirm compatibility with their prop firm before purchasing.
d) Lack of technical knowledge to configure the software. The product includes a detailed manual and standard technical support.
e) Changes in your personal or financial situation after the purchase.
f) Decision to change platforms (from NinjaTrader to another platform) after purchasing.
g) Trading losses incurred during use of the software.
h) License lock or suspension due to EULA violation.
4. Refund Request Process
If you believe your situation qualifies for refund under any of the exceptions in Section 2, follow this process:
4.1 Initial contact
Send an email to support@seraphimquant.com within 30 days of the purchase date, including:
a) Your order number. b) The email associated with the purchase. c) Your NinjaTrader username. d) Detailed description of the reason for your request. e) Any relevant evidence (screenshots, error logs, correspondence with support).
4.2 Review
Our team will review your request within 7 business days. We may request additional information during this period.
4.3 Decision
We will notify you of our decision by email. Decisions are made at our sole discretion and are final.
4.4 Processing
If the refund is approved:
a) Processing occurs within 10 business days from approval. b) The refund is credited to the original payment method. c) Your license will be revoked simultaneously with the refund. d) You must uninstall the software from all your machines.
5. Chargebacks
Initiating a chargeback with your bank or card issuer without first contacting our support team and without exhausting the resolution process described in this document may result in:
a) Immediate revocation of your license. b) Permanent suspension of your ability to purchase products from Seraphim Quant LLC in the future. c) Possible legal actions to recover funds in case of unjustified chargeback.
We strongly request that you first contact support@seraphimquant.com before initiating any dispute with your bank. Most problems can be resolved directly with us.
6. Jurisdiction and Applicable Laws
This policy is governed by the laws of the State of Florida, United States. Any dispute will be resolved in accordance with the jurisdiction clause established in the EULA and Terms of Service.
If you reside in a jurisdiction where local consumer protection laws grant additional refund rights that cannot be contractually waived, those rights prevail to the extent required by applicable law.
7. Modifications to This Policy
Seraphim Quant LLC reserves the right to modify this policy at any time. Modifications will be effective upon publication at seraphimquant.com/refund-policy. Purchases made under a previous version of the policy are governed by that version.
8. Language
This Refund Policy has been provided in English and Spanish for the convenience of the reader. In case of any inconsistency, discrepancy, or conflict between the English and Spanish versions, the English version shall prevail and govern for all interpretive and enforcement purposes.