Refund Policy

Part A — HIXIUS (Original EA: Subscriptions and Trials)

Sections 1–6 apply to the original HIXIUS EA only.

1. Digital Product Access

HIXIUS is digital software. When you subscribe, you get immediate access: a license key, installation instructions, downloads, preset files, and your customer dashboard. Because delivery is immediate, refunds are governed by this policy and by the legal rights described in Section 15.

2. 14-Day Functional Guarantee

If you cannot get HIXIUS installed and activated within 14 days of your first paid purchase, and our support team cannot fix it, we refund your first paid period. Contact support@hixius.com within the 14-day window so we can help first.

This guarantee covers genuine technical failures only: the software will not install on a supported MetaTrader setup, your license key will not activate, or the product does not run as documented after correct installation. It does not cover trading performance, losses, broker limitations, unsupported setups, ignored instructions, missing WebRequest configuration, VPS problems, prop-firm rules, or user configuration errors that are not reasonably correctable by support.

3. No Performance-Based Refunds

For the original HIXIUS EA, refunds are not issued based on trading results, drawdowns, market conditions, backtest differences, or dissatisfaction with performance. The functional guarantee in Section 2 is this product’s guarantee.

This section applies only to the original HIXIUS EA. HIXIUS GOLD carries its own express Pass or Refund guarantee, defined in Part B — the two are separate promises and neither modifies the other.

4. Subscriptions and Cancellations

• You can cancel anytime from your dashboard, the Stripe customer portal, or by emailing support@hixius.com.
• Cancellation stops the next renewal. You keep access until the end of the period you already paid for; the current period is not refunded except where Section 2 or the law applies.
• Downgrades may take effect at the next renewal date; no refund is issued for the remaining current period unless required by law. Upgrades may require immediate or prorated payment as shown at checkout or in the dashboard.

5. Setup Add-On

The Done-With-You setup add-on is a paid service and is non-refundable, except where required by law.

6. Free Trials

Free trials cost nothing during the trial period and expire automatically. A trial does not create a paid subscription unless you separately complete a paid checkout. If the trial converts, the charge is a normal subscription payment covered by Sections 2–4.

Part B — HIXIUS GOLD: Pass or Refund Guarantee

Sections 7–12 apply to HIXIUS GOLD only. Part A does not apply to it.

7. What This Part Covers

HIXIUS GOLD is sold for a one-time passing fee per challenge account. There are no subscriptions and no renewals. This Part B is the complete refund promise for HIXIUS GOLD.

8. The Pass or Refund Guarantee

The promise is simple: if HIXIUS GOLD does not pass your challenge, we refund your HIXIUS passing fee.

• Covered: the full passing fee you paid HIXIUS for that challenge account (or the pass credit you used — see Section 11).
• Never covered: the challenge fee you paid to the trading firm. HIXIUS does not refund money paid to the trading firm or any other third party, under any circumstances. Also excluded: VPS or hosting costs, taxes, and any claimed lost time, expected profits, or expected payouts.
• “Pass” means: your challenge account completes every evaluation phase of the challenge type you bought (one phase for 1-Step, two phases for 2-Step) and qualifies for a funded account under the firm’s rules. HIXIUS GOLD stops trading at that point; it never trades funded accounts.
• “Does not pass” means: the challenge account fails the challenge under the firm’s rules (for example, breaching a drawdown limit) while operating under the conditions in Section 10.
• If the firm withholds funding for reasons unrelated to trading performance — for example failed identity verification, or a breach of the firm’s terms by you — the guarantee does not apply: the software completed its job.

9. How to Make a Claim

• Contact us through any support channel: Telegram (direct message — link in your dashboard), Discord (open a ticket in the community embedded in your dashboard), or email support@hixius.com.
• Include your dashboard account email, your order number, and the MT5 account number of the failed challenge.
• Your challenge account is monitored from installation, so in most cases we verify the failure directly from the recorded trade history shown on your dashboard — no screenshots needed.
• Claims can be submitted up to 60 days after the challenge fails.

10. Guarantee Conditions

The guarantee assumes HIXIUS GOLD was actually allowed to do its job:

• the EA was installed on the challenge account the fee was paid for, following the setup guide (active license key, HIXIUS WebRequest URL allowed);
• HIXIUS monitoring was connected while the challenge ran — recorded trades are how a claim is verified;
• no manual trading, no other EAs, and no changes to the EA’s settings on that account — interference voids the guarantee for that account.
• If your challenge fails under these conditions, you choose the remedy: the refund, or a free retry pass for the same account size and challenge type.
• One passing fee covers one challenge account (see the Terms and Conditions).

11. Multi-Pass Packs and Pass Credits

• Every purchase produces prepaid pass credits: a single pass produces one credit; 3-Pass and 5-Pass packs produce three or five. Each credit is locked to the account size and challenge type it was bought for.
• If a challenge run on a pass credit does not pass, the credit returns to your dashboard automatically. If you prefer cash, we refund the pro-rated price of that pass (the pack price divided by its number of passes) on request.
• Unused credits are not refundable — the refund side of Pass or Refund exists for failed passes only. Unused credits stay in your dashboard for your next pass.
• Pass credits do not expire.

12. Refund Method and Timeline

• Approved refunds are returned to your original payment method through Stripe.
• Processing time: within 10 business days of approval. Your bank may take additional days to post the funds.

Part C — Both Products

Sections 13–15 apply to the original HIXIUS EA and to HIXIUS GOLD.

13. Chargebacks and Abuse

• Talk to us first — a support message resolves refund questions faster than a card dispute, and for HIXIUS GOLD the monitoring record usually makes verification quick.
• If you open a card dispute, we respond to it with the relevant records: order details, license activity, and, for HIXIUS GOLD, the recorded trade history of the challenge account.
• Submitting false claims, disputing a charge that was already refunded, or similar abuse may result in license termination and refusal of future service.

14. How to Request Help or a Refund Review

• Original HIXIUS: email support@hixius.com with your account email, license key, payment date, issue description, and — for technical issues — screenshots and MetaTrader journal or experts logs where relevant.
• HIXIUS GOLD: Telegram DM, a Discord ticket from your dashboard, or email support@hixius.com, with your account email, order number, and the MT5 challenge account number.
• Every request is reviewed individually. We may ask for additional information to verify the issue.

15. Legal Rights

• Nothing in this policy limits rights that consumer law gives you and that cannot be waived by contract. Where the law of your country gives you a stronger right than this policy, that right applies.
• EU/EEA and UK consumers: our software is digital content delivered immediately. At checkout you consent to immediate delivery and acknowledge that the statutory 14-day withdrawal right ends once delivery begins. Statutory rights that cannot be waived remain unaffected.
• This policy is part of, and interpreted with, our Terms and Conditions.