Refund Policy

Last updated: August 11, 2026
Effective date: August 11, 2026

Who We Are

KIWISKS NZ LIMITED (NZBN 9429052142369, Company No. 9252254), trading as LY Traders AI Lab ("LY Bots," "we," "us," "our").

This Refund Policy applies to all purchases made through bots.lytraders.com, processed by Stripe.

Summary

LY Bots products are one-off purchases, not subscriptions. You pay once. You receive a licence key and product files.

We offer refunds in three situations:

You didn't receive what you paid for
What you received doesn't work and we can't fix it
You tested the software and decided it's not right for you (100-Day Guarantee)

When You Are Eligible for a Refund

1. Non-Delivery (48 hours)

You are eligible for a refund if:

You completed a purchase, and
You have not received your licence key and product files within 48 hours of submitting your MetaTrader 5 account number, and
You have checked your spam/junk folder, and
You confirmed the email address you entered at checkout was correct

What we'll do: Re-send the delivery email. If delivery still fails after reasonable attempts, we will process a full refund.

2. Activation Failure (after support)

You are eligible for a refund if:

You received your licence key and product files, and
You followed the setup guide provided with your purchase, and
You are unable to activate the Expert Advisor on your MetaTrader 5 installation, and
You contacted LY Bots support (support@lytraders.com), and
LY Bots support was unable to resolve the issue within a reasonable timeframe

What we'll do: Work with you to resolve the issue. If resolution is not possible after genuine effort, we will process a full refund.

3. 100-Day Money-Back Guarantee

You are eligible for a refund if:

You purchased any LY Bots Expert Advisor or the complete set, and
You have tested the software in your own MT5 environment, and
You remain dissatisfied for any reason, and
You request a refund between day 100 and day 115 from the date of delivery

What we'll do: Process a full refund of your purchase price. No questions asked. No retention. No restocking fee.

Important:

The day 100–115 refund window applies only to the satisfaction guarantee (condition 3). Non-delivery (condition 1) and activation failure (condition 2) refunds are available immediately — the day-100 restriction does not apply to them.
This guarantee applies to dissatisfaction. You do not need to prove a fault, provide a reason, or demonstrate that the software didn't work.
To request a refund under this guarantee, email support@lytraders.com with your original invoice. Refunds are processed back to the original payment method via Stripe.

When You Are NOT Eligible for a Refund

Outside the three scenarios above, refunds are not provided in the following situations:

Reason	Why
Trading losses	You lost money while using the software
Didn't read the product description	You purchased without understanding what the product is or does
Incompatible broker or platform	Your broker or MT5 setup doesn't meet the stated requirements
Can't trade profitably	The software didn't make you money
Refund requested before day 100 or after day 115 (satisfaction guarantee only)	The 100-day satisfaction guarantee applies between day 100 and day 115. Non-delivery and activation failure refunds are available immediately — this restriction does not apply to them.

Note: "Change of mind" and "I don't use it anymore" are covered by the 100-Day Guarantee — you just need to wait until the day 100–115 window to request the refund.

How to Request a Refund

Email support@lytraders.com
Include:

The email address you used at purchase
Your order reference (from your Stripe receipt)
The product you purchased (LY-JP225, LY-Gold, LY-HK50, or Bundle)
Which refund scenario applies (non-delivery, activation failure, or 100-day guarantee)

We will respond within 2 business days (NZST).

Processing

If your refund request is approved:

Refunds are processed back to the original payment method via Stripe
Processing time depends on your bank or card issuer — typically 5–10 business days

If your refund request is declined, we will explain why in writing.

Your Statutory Rights

Nothing in this policy limits any rights you may have under the Consumer Guarantees Act 1993 (New Zealand), the Fair Trading Act 1986 (New Zealand), or equivalent consumer protection laws in your jurisdiction.

Contact

Email: support@lytraders.com
Response time: Within 2 business days

KIWISKS NZ LIMITED (trading as LY Traders AI Lab)
Company No. 9252254 | NZBN 9429052142369
1 Sandwick Drive, Weymouth, Auckland 2103, New Zealand

This Refund Policy is part of our Terms of Service and forms part of your agreement with KIWISKS NZ LIMITED.