Last Updated: February 2026

Overview

At SURA PTY LTD, customer satisfaction is our top priority. We are committed to providing first-class financial services and ensuring that our customers receive the expected value from our market solutions and investment services. This Refund Policy outlines the circumstances under which refunds may be requested and processed.

We understand that business needs can change, and we are dedicated to accommodating our customers' requests while maintaining fair and transparent policies. This policy applies to all services and fees of SURA PTY LTD.

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

Timing requirements:

• Subscription fees: Refund requests must be submitted within 14 days of payment receipt.
• Processing fees: Refund requests must be submitted within 7 days if the service is canceled before processing.
• Consulting fees: Refund requests must be submitted within 48 hours if the consultation has not taken place.
• Platform fees: Refund requests for annual subscriptions must be submitted within 30 days.

Service condition requirements:

• The services must not have been substantially delivered or used.
• No trades or transactions have been executed through this service.
• No market data or analysis reports have been delivered
• No third-party obligations have been incurred on behalf of the customer.

Required documentation:

• Original invoice or payment receipt
• Signed service agreement or contract
• Written explanation for the refund request
• Valid identification and authorization to request a refund

Non-Refundable Items

The following services and fees are generally non-refundable:

• Completed market analyses and research reports
• Trade execution fees for completed transactions
• Subscription fees for services already accessed or used
• Third-party data feed costs (market data, news services, etc.)
• Customized investment strategies that have been delivered
• Platform access fees for periods already consumed
• Educational webinars or training sessions that have taken place
• Regulatory and compliance services rendered

Please note that certain services may no longer be eligible for refund once specific milestones are reached or third-party obligations are incurred.

Refund Process

To request a refund, please follow these steps:

Step 1: Contact our Support Team
Send an email to info@sura-pty.it.com or call +61 0299309500 to submit the refund request. Please provide your account information and the reason for the refund request.

Step 2: Submit required documentation
Please submit all required documentation, including invoices, contracts, and a written explanation for your refund request. Incomplete documentation may delay processing.

Step 3: Review and assessment
Our team will review your request within 3-5 business days. If necessary, we will contact you to clarify additional information or questions.

Step 4: Decision notification
You will receive our decision in writing by email. If approved, we will process the refund according to our refund policies.

Refund Methods

Payment method:
Refunds will be processed, where possible, via the original payment method:

• Credit/debit card: 5-10 business days
• Bank transfer (SEPA): 3-7 business days
• Digital wallets: 2-5 business days
• Wire transfer: 5-10 business days (international)

Processing time:
Once a refund is approved:

• Refund processing begins within 2 business days.
• You will receive confirmation once the refund has been initiated.
• The actual processing time depends on your financial institution and the chosen payment method.

Exchanges

In some cases, an exchange or service modification may be more appropriate than a refund:

Service modifications:

• Changing the subscription tier or service level
• Adjusting the scope of services or features
• Transferring to a different investment product or service
• Credit towards future services or platform upgrades

Exchange process:
Exchanges follow the same process as refunds but may offer more flexible solutions. Our team will assist you in finding the best alternative for your business needs.

Damaged or Defective Services

If you believe our services did not meet the agreed-upon standards or contained errors:

Immediate action required:

• Report issues within 48 hours of service delivery.
• Please provide a detailed description of the defect.
• Submit relevant supporting documentation if applicable.

Resolution options:

• Full refund for affected services
• Rerun of services at no additional cost
• Partial refund upon service correction
• Alternative service solution
• Extended service time as compensation

Special Circumstances

Force majeure events:
In cases of exceptional market conditions, regulatory changes, or force majeure events, refund policies may be adjusted. We will inform you transparently and promptly about such adjustments.

Regulatory requirements:
Certain refunds may be subject to legal provisions or restrictions. We comply with all applicable financial regulations when processing refund requests.

Contact Information for Refund Requests

For all refund-related questions and requests, please contact our customer service:

Email: info@sura-pty.it.com
Please include ‘Refund Request’ in the subject line

Phone: +61 0299309500
Business hours: Monday – Friday: 9:00 AM – 6:00 PM Saturday – Sunday: Closed

Address: CHAMILA FERNANDO L 14 141 WALKER ST NORTH SYDNEY NSW 2060
Written requests may be sent to this address.

Response time:
We respond to all refund inquiries within 24 hours on business days.

Policy Updates

This Refund Policy is subject to change. Updates will be posted on our website and will apply to future transactions. If you have any questions about this policy, please contact our customer service.

Dispute Resolution

If you disagree with our refund decision, you may request a review by our compliance department. Please refer to our Terms and Conditions for information on the formal dispute resolution process.

Note: This Refund Policy does not affect your statutory rights under German consumer protection laws.