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Refund policy

1. General

This Refund Policy (“Policy”) governs the conditions for refunding payments made by users (“User”, “Trader”, “you”) to KHOOD FINTECH FZCO (“Company”, “we”) for services provided on the khood.capital platform.

This Policy applies to fees for participation in evaluation programs (challenges), to fees for additional challenge options, and to other paid services of the Platform. By making a payment, you confirm that you have read and agree to this Policy.

The Policy governs two distinct mechanisms: (a) cancellation of a payment before activation of the evaluation account (Sections 3–4), and (b) the refund of the fee for a passed challenge as part of the first payout (Section 5).

2. Nature of the Service

A challenge fee is payment for a digital service: provision of access to an evaluation trading account and the related infrastructure. The service is deemed rendered upon activation of the evaluation account.

“Activation” means the earlier of the following events:

  • (a) the User’s first login to the evaluation (challenge) trading account; or
  • (b) the opening of the first trade on the evaluation account.

The mere issuance of credentials, without a subsequent login or trade, does not constitute activation.

3. Payment Cancellation Before Activation (Cooling-off Period)

The User may request a full refund of the challenge fee provided that both conditions are met simultaneously:

  • the request is submitted within 14 (fourteen) calendar days of the payment date; and
  • the evaluation account has not been activated (see Section 2).

In this case, the full amount actually paid is refunded, less non-refundable payment-system fees and network fees (see Section 8).

4. Cases Without Payment Cancellation

Payment cancellation is not provided in the following cases:

  • the evaluation account has been activated (Section 2);
  • more than 14 calendar days have passed since the payment;
  • the User’s account has been restricted, blocked, or disqualified for a breach of the Terms of Use, the Challenge Rules, or the Anti-Cheating Policy;
  • the User has breached applicable law or provided false information during registration or verification (KYC);
  • the service has been fully rendered in accordance with its terms.

A User’s failure to pass the challenge (not reaching the profit target, not passing the phases) is not grounds for a refund, as the evaluation service has been rendered.

This Section governs payment cancellation and does not limit the refund of the fee for a passed challenge as part of the first payout provided for in Section 5.

5. Challenge Fee Refund with the First Payout

5.1. The fee for a passed challenge is refunded to the Trader as part of the first profit payout on the funded account to which that challenge granted access.

5.2. This refund is part of the performance-based payout and is not a payment cancellation. The right to it arises together with the right to the first payout under the Challenge Rules.

5.3. The amount actually paid for the challenge is refunded — in full, without deduction of payment-system fees. For purchases made at a discount or with a promo code, the amount actually paid is refunded, not the nominal plan price.

5.4. Fees for additional challenge options (including a retake) are non-refundable — regardless of whether the option was used. The non-refundability condition is displayed on the platform before the option is paid for.

5.5. The refund is made as part of the first payout — using the same method and in the same transaction as the payout itself. It is not made separately from the first payout; no separate request is required.

5.6. One fee — one refund: only the fee for the challenge through which access to the given funded account was obtained is refundable. Fees for the User’s other challenges (including failed ones) are not refundable under this Section.

5.7. If the results that gave rise to the payout are subsequently annulled for a breach of the platform rules, the refunded fee is subject to return to the Company as part of unjustifiably received funds (Section 7 of the Anti-Cheating Policy).

6. Technical Errors and Erroneous Payments

A refund is provided in the following cases, regardless of timing or activation status:

  • a double (repeated) charge for the same service;
  • a charge without provision of access to the paid service;
  • a confirmed technical failure on the Company’s side that made the service unavailable through our fault.

In such cases, the amount overpaid or erroneously paid is refunded.

7. Promotions and Discounts

For payments made at a discount or as part of a promotion, only the amount actually paid is refundable, not the nominal price of the service. Bonus and promotional funds are non-refundable.

8. Method and Currency of Refund

  • Refunds are made using the same method as the payment, unless otherwise agreed.
  • For payments made in cryptocurrency, the refund is made in the same cryptocurrency to the wallet address from which the payment was received, in an amount equal to the amount actually paid. The Company does not compensate for exchange-rate fluctuations.
  • Network fees (gas/network fee) and non-refundable payment-provider fees may be deducted from refunds under Sections 3 and 6.
  • The Company is not liable for refunds to an incorrect wallet address or details provided by the User.

9. How to Request a Payment Cancellation

To request a payment cancellation (Sections 3, 6), write to support@khood.capital, providing:

  • the email linked to your account;
  • the order ID / transaction number;
  • the date and amount of the payment;
  • the reason for the request.

The refund of the fee for a passed challenge (Section 5) is made automatically as part of the first payout — no request is required.

10. Processing Times

  • Requests are reviewed within 5 (five) business days of receipt of all required information.
  • Approved refunds are processed within 10 (ten) business days of approval. The actual crediting of funds depends on the payment provider or network.

11. Chargebacks

Initiating a payment dispute (chargeback) or a claim through a payment provider in circumvention of this Policy is treated as a breach of the Terms of Use and may result in immediate account suspension and loss of associated rights. Please contact our support team first.

12. Amendments to the Policy

The Company may amend this Policy at any time. The current version is published on khood.capital with the effective date indicated. The version in effect on the payment date applies to each payment.

13. Governing Law and Contacts

This Policy is governed by the laws of the United Arab Emirates and the Emirate of Dubai. Disputes are resolved by the competent authorities of the UAE.

For all matters: support@khood.capital | KHOOD FINTECH FZCO, IFZA Free Zone, Dubai, UAE.