Introduction
This policy applies to purchases made directly from Blackline. By ordering a program, you acknowledge that simulated-account access is a digital service and may begin shortly after payment.
1. Refund eligibility
Subject to local consumer law, you may request a refund within 14 calendar days of purchase if you have not placed, modified or closed a simulated order and none of the disqualifying circumstances below applies. Logging in alone does not necessarily remove a statutory right, but beginning the evaluation may constitute a request for immediate digital-service performance.
2. Non-refundable circumstances
- Trading activity has begun on the issued account.
- The account failed an objective or breached a program rule.
- Fraud, abuse, payment misuse or account sharing is reasonably indicated.
- A promotional purchase was expressly described as final, where lawful.
- The request concerns market movement, ordinary spreads, the user's device or internet connection.
- The same order has already been refunded or replaced.
3. How to request a refund
Email billing@blacklinefunding.com with the subject “Refund Request” and include the registered name, account email, order or transaction reference, and a short explanation. Never email full card details or passwords.
4. Review and acknowledgement
Blackline aims to acknowledge a complete request within two business days. Additional identity, payment-ownership or account evidence may be required before a decision.
5. Processing an approved refund
Approved refunds are normally returned to the original payment method. Card refunds may take approximately 5–10 business days and other methods approximately 5–14 business days after processing, depending on the provider. These are estimates, not guarantees.
6. Partial remedies
Where part of a service was delivered or a verified Blackline-side issue had limited impact, Blackline may offer an extension, replacement account, credit, partial refund or full refund as appropriate and lawful.
7. Duplicate and incorrect charges
A verified duplicate debit or billing error will be corrected in full. Provide the order references and a redacted payment record sufficient to identify the duplicate.
8. Technical service issues
A verified failure within systems controlled by Blackline that materially prevents use will be investigated. Third-party outages, maintenance, ordinary simulated execution, device problems and program breaches are assessed separately.
9. Suspension and termination
An account terminated for fraud, platform abuse, prohibited conduct or a material terms violation is generally not refundable, subject to mandatory law and the outcome of any applicable appeal.
10. Chargebacks and disputes
Contact Blackline before initiating a payment dispute so support can review the issue. A chargeback does not itself prove entitlement and may cause temporary account restriction while the transaction is investigated. Legitimate consumer dispute rights are not waived.
11. Cancellation
You may ask to cancel a service or recurring feature. Cancellation prevents future service where applicable but does not retroactively refund a period or evaluation already delivered. If the request falls within the eligibility window and trading has not begun, it will be reviewed under Section 1.
12. Changes and contact
Future changes apply from the posted effective date and not retroactively unless required by law. Contact billing@blacklinefunding.com with refund questions. Before launch, verify cooling-off, digital-content consent and payment timelines for every jurisdiction served.