Scope of Refund Policy
Alpha Capital Group maintains a defined policy regarding refunds that applies to all fee-based services and products offered through its trading assessment platform. This policy governs the circumstances under which funds may be returned to a client following a purchase transaction. It encompasses fees associated with assessment plans, credential issuance, account verification procedures, and any ancillary charges that arise during onboarding. The framework is designed to ensure transparency in financial transactions while protecting the integrity of the assessment services provided.
Non‑Refundable Transactions
Any fee paid for the purpose of enrolling in an assessment plan or trading challenge is deemed non‑refundable. Clients who complete the purchase of an assessment plan—irrespective of outcome—are not eligible to receive a refund of those challenge or evaluation fees. All sales related to assessment plans are final, and no reversal of payment will be issued under standard circumstances. This non‑refund stance applies equally to:
- Initial assessment plan purchases, whether the client successfully completes the assessment or not.
- Fees associated with additional challenge phases or verification stages.
- Charges incurred for extended access or subsequent retakes of an assessment plan.
- Any payments made through credit card, electronic wallet, or traditional banking channels for these purposes.
This principle reflects the commitment of Alpha Capital Group to allocate resources toward the administration of assessments, system maintenance, and ongoing platform development immediately upon transaction completion.
Conditions for Refund Eligibility
Despite the general non‑refund provision for assessment fees, there exists a narrowly defined exception related to mandatory identity verification procedures. Clients are required to complete a Know Your Customer (KYC) screening process after successful completion of the assessment in order to receive a qualified trader account. In the event that a client is unable to satisfy the mandatory KYC requirements due to factors outside of their control—such as lack of acceptable documentation or residence in a restricted jurisdiction—refund consideration may be granted. Key points regarding this exception include:
- Refund requests must be submitted only after a formal determination of ineligibility for a qualified trader account has been made by the compliance team.
- The calculation of any refund amount will consider processing or administrative fees incurred by third‑party service providers during the KYC workflow.
- Clients will be informed via official communication channels when they qualify for a refund under this exception and will receive guidance on next steps.
Any such refund is processed in accordance with internal procedures and is not guaranteed; it remains contingent upon demonstration that the client could not fulfill KYC obligations despite genuine effort.
Cryptocurrency Transaction Refunds
When purchasing assessment plans via cryptocurrency, clients must ensure that the amount remitted covers both the fee for the assessment plan and any network transaction (gas) fees. Should a transaction be underpaid—meaning the amount received by Alpha Capital Group does not match the sum required to cover both components—a refund process may be initiated. The following considerations apply:
- Underpaid cryptocurrency transactions trigger a manual review to calculate the shortfall and determine the total amount to be refunded.
- Clients may be required to advance the network (gas) fees necessary to execute the on‑chain refund.
- Timeframes for cryptocurrency refunds may extend beyond standard banking settlement periods, reflecting the variable nature of blockchain confirmation times.
- No refund will be issued for underpaid transactions unless the client expressly requests reimbursement and agrees to cover the necessary gas fees.
This policy aims to minimize losses on both sides and to ensure that clients retain control over whether a partial or total reversal of an underpaid transaction is executed.
Process for Requesting a Refund
Clients seeking a refund under the limited exception for KYC ineligibility or to resolve an underpaid cryptocurrency transaction must adhere to the following procedure:
- Contact Support
Submit a detailed request via email to the official support address, clearly stating the purchase date, payment method, transaction identifier, and the specific reason for the refund request. - Provide Documentation
Supply any relevant documentation to substantiate the claim—this may include proof of transaction underpayment, correspondence regarding KYC submission, or evidence of residence that conflicted with eligibility criteria. - Await Eligibility Determination
The compliance or finance team will review submitted materials to confirm whether the request aligns with the narrow conditions for refund eligibility. - Receive Confirmation and Next Steps
If approved, the client will receive instructions on any actions required to facilitate the refund—such as covering blockchain fees or providing payment details for bank or electronic transfers. - Refund Execution
Upon completion of all prerequisites, the refund will be issued via the same channel used for the original payment, unless otherwise agreed in writing.
Clients are encouraged to retain original transaction records and to monitor official support channels for updates regarding their refund status.
Processing Timeline and Fees
While there is no standard schedule for processing refunds related to assessment fee purchases—given the general non‑refundable nature of those fees—the timeline for exception‑based refunds typically follows these guidelines:
- Review Period
Requests are evaluated on a case‑by‑case basis and may require up to two business days for initial assessment by the compliance or finance team. - Additional Verification
Should further information or documentation be required, clients will be notified promptly. Any delay attributable to incomplete submissions may extend the overall timeframe. - Completion
Once eligibility is confirmed and all procedural requirements are met, refunds are processed without undue delay. Clients should allow standard banking or blockchain confirmation times for final settlement.
Processing or administrative fees may be deducted from any refund amount to cover third‑party service charges; clients will be advised in advance of any such deductions.
Alternative Options and Considerations
Given the strict non‑refund policy for assessment fees, clients are advised to consider the following alternatives before initiating a refund request:
- Rescheduling Assessments
In some circumstances, clients may defer the start of an assessment or request an alternate assessment window without additional fee. This option is subject to availability and must be arranged in advance. - Credit for Future Services
On rare occasions, and at the discretion of Alpha Capital Group, a credit note may be issued for future use—particularly if a client encounters technical issues that prevent commencement of the assessment. Any credit arrangement will be documented formally and must be redeemed within a specified period. - Resolution of Underpayment
For cryptocurrency underpayments, clients may opt to send the missing amount directly rather than pursue a refund. This approach can expedite credential issuance and reduce administrative overhead.
These alternatives may offer viable pathways when a full refund is not available; clients seeking clarity on these options should raise inquiries through official support channels.
Conclusion
The Alpha Capital Group refund policy upholds a clear principle: fees paid for assessment plans and related services are final and non‑refundable, reflecting the immediate allocation of resources toward platform operation and challenge administration. Exceptions to this rule are narrowly confined to situations where clients are demonstrably unable to complete mandatory KYC screenings or where cryptocurrency transactions are underpaid. In such cases, refund requests must follow a specified procedure and may involve nominal processing fees. Clients are encouraged to review payment requirements carefully prior to purchase and to engage with the support team promptly should any issues arise.
