This Refund Policy describes the circumstances under which Zero Drift ("we," "us," or "our") may issue refunds for fees charged in connection with our execution platform and related services (the "Services"). This policy is part of and subject to our Terms and Conditions.

1. Scope

This policy applies to service fees, platform access fees, and subscription fees charged directly by Zero Drift. It does not apply to:

  • Third-party exchange trading fees, gas costs, or OTC counterparty spreads incurred during trade execution

  • Losses resulting from market movements, trade outcomes, or execution slippage within your defined bounds

  • Fees charged by third-party payment processors

Third-party fees are governed by the respective third party's own policies and are outside our control.

2. Platform Access and Subscription Fees

2.1 Monthly Subscriptions

If you are on a monthly subscription plan, you may cancel at any time. Upon cancellation:

  • Your access continues through the end of the current billing period

  • No refund is issued for the remaining days in the current billing period

  • No further charges will be applied after the current period ends

2.2 Annual Subscriptions

If you are on an annual subscription plan:

  • You may request a prorated refund within the first 30 days of your subscription term if you have not used the Execution Services during that period

  • After 30 days, or after first use of Execution Services, annual subscriptions are non-refundable

  • Prorated refunds are calculated based on the remaining full months in the subscription term, less a 10% early termination fee

2.3 Enterprise and Custom Plans

Refund terms for enterprise and custom service agreements are governed by the specific terms of your signed service agreement. In the absence of specific refund terms in your agreement, this policy applies.

3. Execution Fees

3.1 Completed Trades

Execution fees for trades that have been completed (fully or partially filled) are non-refundable. Once an order is executed according to your defined parameters, the execution service has been delivered.

3.2 Failed Executions Due to Platform Error

If a trade fails to execute or executes incorrectly due to a verified error in our Platform (not due to exchange outages, network congestion, or market conditions), you may be eligible for:

  • A full refund of the execution fee charged for the affected trade

  • Compensation for demonstrable direct losses caused by the platform error, subject to the liability limitations in our Terms and Conditions

To request a refund under this section, you must submit a written claim within 7 calendar days of the affected trade, including the order ID, a description of the issue, and any supporting evidence.

3.3 Trades Not Executed

If an order does not execute because market conditions could not satisfy your Hard Execution Bounds, no execution fee is charged and no refund is applicable.

4. Overpayment and Billing Errors

If you have been overcharged due to a billing error on our part:

  • We will issue a full refund of the overcharged amount within 14 business days of verification

  • You may also request that the overcharged amount be credited to your account for future use

Please report billing discrepancies within 60 days of the charge. We may not be able to process refund requests for charges older than 60 days.

5. How to Request a Refund

To request a refund, please contact us using one of the following methods:

Email: hello@usezerodrift.com

Your refund request must include:

  • Your account name and email address

  • The specific charge(s) you are requesting a refund for, including dates and amounts

  • The reason for the refund request

  • For execution-related claims: the order ID(s) and a description of the issue

  • Any supporting documentation or evidence

6. Processing and Timeline

We will acknowledge your refund request within 2 business days and aim to resolve it within 14 business days. If additional investigation is required (particularly for execution-related claims), resolution may take up to 30 business days. We will keep you informed of the status.

Approved refunds are processed via the original payment method. Depending on your bank or payment provider, it may take an additional 5 to 10 business days for the refund to appear in your account.

7. Disputes

If you disagree with our decision on a refund request, you may escalate the matter by:

  • Requesting a review by our senior operations team by emailing hello@usezerodrift.com with the subject line "Refund Escalation"

  • If the dispute remains unresolved after internal review, the dispute resolution procedures outlined in our Terms and Conditions apply

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on our website and, where material, communicated to you by email. The policy in effect at the time a charge was incurred applies to refund requests for that charge.

Contact Us

If you have any questions about this policy, please contact us:

Email: hello@usezerodrift.com

Website: https://usezerodrift.com