Refund & Cancellation Policy.
What can be refunded, what cannot, and how to ask.
Trade Master 9 Technologies • Last revised:
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TM9 is software, not a broker.
TM9 (Trade Master 9 Technologies) is a financial technology software provider. We license multi-asset trading platform software and server infrastructure to brokerages, funds and other institutional clients. TM9 is not a financial brokerage, does not accept client trading deposits, and does not execute retail financial transactions.
Who does this policy cover?
This Refund and Cancellation Policy covers:
- Broker software licences and enterprise services: the Standard, Business and Express platform tiers licensed to brokerages and funds.
- Infrastructure and setup services: provisioning, server setup, data feed integration and gateway configuration.
- Traders using the TM9 apps: the TM9 mobile, web and desktop terminals.
Do traders pay TM9 anything?
No. The TM9 mobile app (iOS and Android) and the web terminal are free for traders.
- TM9 collects no download fees, upfront charges or mandatory terminal subscription fees from traders.
- Trading funds and broker deposits: TM9 does not hold, custody or manage trader funds. Margin deposits, account balances, withdrawals and trading disputes are strictly between you and your broker. TM9 cannot issue refunds or handle cancellations for broker account deposits or trading losses.
How do broker licence fees and cancellations work?
Licence terms for the Standard, Business and Express tiers are set by each client's Master Services Agreement (MSA) and Service Level Agreement (SLA):
- Setup and deployment fees: one-time fees for server deployment, architecture provisioning, gateway integration and onboarding cover non-recoverable cloud infrastructure costs and engineering work. They are non-refundable once server deployment has started.
- Recurring licence fees: monthly or annual platform fees are billed in advance, according to the contracted billing cycle.
- Cancellation notice: brokers may cancel a recurring licence by giving written notice at least thirty (30) calendar days before the next billing cycle starts, unless the MSA says otherwise.
- Partial periods: except where applicable law or an SLA default clause requires it, fees for partly used billing periods or unused account capacity are non-refundable.
Are add-ons and custom integrations refundable?
Fees for bespoke gateway development, proprietary bridge integrations, custom API integrations or third-party liquidity connector configuration are non-refundable once the deliverables have been tested and approved under the statement-of-work milestones.
What happens during a service outage?
If a qualifying service disruption affects TM9-managed server infrastructure (Trade, History, Access or Backup Servers), the remedy is platform service credits as defined in your SLA, not a cash refund.
How do you send a request?
To send a question or formal request about licence fees, contact the TM9 billing and legal desk:
- Address: Office 2006, Churchill Tower, Business Bay, Dubai, UAE (P.O. Box 118767)
- Email: support at trademaster9.com
- WhatsApp: +971 58 551 5448
Please include your company name, licence tier, invoice number and the reason for the request. The billing team reviews every formal request within five (5) business days.
For other concerns, see the Grievance Redressal page, and read this policy together with our Terms of Service and Disclaimer.
