Clear and fair
refunds

This policy explains when you can get a refund for money you pay directly to WinnGooTrade, such as:

• supplier and business plans (for example Silver, Gold and Platinum);
• plan upgrades, renewals and add-on features;
• paid promotions or featured placements bought on the platform.

It does not cover payments you make to another member for goods or services. See the section on buyer and supplier orders below.

You can ask for a full refund if:

• you request it within 7 days of your first payment for a new plan and have not used the paid features in a meaningful way;
• you were charged twice for the same plan or period (duplicate payment);
• you were charged after you cancelled on time, because of an error on our side;
• a paid feature could not be delivered to you because of a fault on our platform that we were unable to fix within a reasonable time.

• renewals that you did not cancel before the renewal date;
• requests made after the 7-day window, unless one of the cases above applies;
• plans or accounts suspended or closed because of a breach of our Terms & Conditions;
• partly used billing periods after you choose to downgrade or cancel (your plan simply runs until the end of the period you paid for);
• promotions, featured placements or advertising that has already run;
• lack of enquiries or sales, since we cannot guarantee business results.

WinnGooTrade is a marketplace. When a buyer pays a supplier for products or services, that is a contract between those two members, and WinnGooTrade is not a party to it.

• Refunds, returns and replacements for goods or services must be requested from the supplier directly, under the terms they agreed with you.
• If a supplier does not respond or you have a dispute, tell us. We may help with communication and, in cases of fraud or breach of our terms, take action on the supplier’s account, but we cannot guarantee a refund.

You can cancel your plan at any time from your account settings or by emailing us. Cancelling stops future renewals. You keep access to the paid features until the end of the period you have already paid for.

• Email us at the address below from the email registered on your account.
• Include your business name, the plan or feature, the payment date and amount, and the reason for your request.
• Attach your payment receipt or transaction reference if you have it.

We will review your request and reply within 3 working days.

• Approved refunds are returned to the original payment method used for the purchase.
• Once approved, it usually takes 5 to 10 working days to appear, depending on your bank or payment provider.
• Payment gateway charges and taxes are refunded only where the law or the payment provider allows it.

If money left your account but your plan was not activated, or you were charged more than once, contact us with your transaction details. Where we confirm the issue, we will either activate your plan or refund the extra amount, normally within 7 working days.

Please contact us before raising a dispute with your bank or card provider. We will do our best to fix the problem quickly. Chargebacks raised without contacting us first may lead to your account being suspended while the matter is reviewed.

We may update this policy from time to time. When we make important changes, we will update the date at the top of this page and notify you by email or on the site. Changes apply to payments made after the update.