Refunds are handled by Paddle, the merchant of record that sells every Reamer Labs licence, under Paddle's refund policy. A request goes to Paddle within 14 days of purchase, and Paddle decides it case by case. There is no partial refund or cancellation partway through a term. The paid trial is where you decide whether the product fits, and much of it can be checked for free before that.
How a refund request works
- Who decides. Paddle sells the licence, so Paddle decides. Its refund policy treats purchases as non-refundable by default and reviews requests made within 14 days of the transaction, looking at the product, the reason and how much it has been used.
- Where to ask. Through paddle.net, Paddle's order-help site.
- Consumer withdrawal rights. Where the law of your country gives a right to withdraw from a digital purchase, Paddle's policy and that law decide when it applies. In the EU, EEA, UK and Switzerland it ends once you start downloading or using the software after agreeing to immediate delivery.
- Faults. If something does not work as described, write to support@reamerlabs.com first so it can be fixed.
What is not refunded outside Paddle's policy
- The unused part of a term. You can stop using the software at any time, but there is no pro-rated credit for the time left.
- Expiry. A term ending does not entitle you to a refund or to renewal at the same price.
- Revocation for breach. A key revoked for breaking the terms, such as sharing it or running more machines than you hold seats for, is not refunded.
The software is sold for use in a trade or profession, by firms and by individual researchers and traders, not to consumers for personal use. The terms set this out in full.
Checking fit before you pay
- For free: the Spec Notes, which publish how execution is modelled, this FAQ, the benchmark method and raw data, and the uncut integration recordings.
- For the price of a trial: the full product for 30 days on your own data, hardware and strategy code. See Is there a free trial?
Avoiding the wrong purchase
- Pick the right product. Reamer Research and Reamer Server are licensed separately, and a key for one does not activate the other.
- Check your platform. There is no Windows version, and the two products have different Linux requirements. See Which operating systems are supported?
- Know what you bring. Neither product includes market data, and Reamer Server ships no ready-made broker connection. See Does it include market data? and Which brokers does Reamer Server connect to?
If something goes wrong after buying
For a lost key, or a seat stuck on a machine that has died, write to support@reamerlabs.com; a stuck seat is released for you. See What counts as a seat? Questions about a charge or an invoice go to hello@reamerlabs.com.