Refund and cancellation policy
Last updated 6 October 2026
1. All payments are final
BehindCandle is a digital service that you can use as soon as your plan is active. For this reason, all payments are final and non-refundable. We do not give full or partial refunds or credits for any reason, including:
- unused time or a partly used plan period;
- cancelling or turning off renewal during a plan period;
- moving to a lower plan;
- not using the service, or forgetting to cancel before a renewal;
- dissatisfaction with the service, its features, its data or any trading result;
- temporary unavailability of the service, a data source, a symbol or a feature;
- events beyond our control, as described in our Terms of use;
- suspension or closure of an account for breaking our Terms of use, including for a chargeback on a valid payment.
Please read the Pricing page, the features of each plan and the Risk disclaimer carefully before you pay. By completing a payment you confirm that you understand and accept this policy.
By completing a payment, you also ask us to start the service immediately, and you agree that, once it has started, you lose any right to cancel and receive a refund that might otherwise apply to you, including a statutory right of withdrawal in some countries, to the fullest extent the law allows. This policy applies except where applicable law requires otherwise.
2. Cancellation
You can stop using the service at any time. If your plan renews automatically, you can turn off renewal at any time before the next renewal date, and you will not be charged again. Before an automatic renewal is charged, we or our payment provider will send a notice to your account email with the amount, the date and how to turn renewal off, where the applicable payment rules require it. When you cancel, your plan stays active until the end of the period you have already paid for, and then it ends. Cancelling does not result in a refund for the current period.
3. Failed or pending payments
If money was deducted from your account but the payment failed, or your plan was not activated, this is not a purchase. In most cases the bank or payment provider automatically reverses such an amount to the original payment method, usually within 5 to 7 working days, depending on your bank. If your payment was received by us but your plan is not active, write to support@behindcandle.com with your account email and the transaction ID, and we will activate your plan.
4. Charged twice by mistake
If you were charged more than once for the same plan and the same period because of a technical error, write to support@behindcandle.com within 7 days with the transaction IDs. After checking, we will either extend your plan by the duplicate period or reverse the duplicate charge to the original payment method. This only covers duplicate charges caused by a technical error.
5. Taxes, currency and bank fees
Taxes added at checkout, and currency conversion or foreign transaction fees charged by your bank or card issuer, are not controlled by us and are not refunded.
6. Someone else's payment method
You must only pay with a card, account or UPI ID that is your own or that you have the clear permission of its owner to use. If you pay with someone else's payment method, you are fully responsible for any dispute or chargeback that its owner raises.
7. Payment disputes and chargebacks
Please contact us at support@behindcandle.com before raising a dispute or chargeback with your bank, so that we can look into the problem. You agree not to raise a chargeback or dispute for a payment that was valid.
If a chargeback or dispute is raised for a valid payment, we may, to the extent permitted by law, suspend or close the account immediately, remove access to all paid features, share the account, acceptance, payment, login and usage records with the payment provider and the bank to respond to the dispute, recover the disputed amount and any fees, charges and reasonable costs caused by the dispute, and refuse future purchases from that account, email address or payment method. See section 8 of our Terms of use.
Nothing in this section limits your rights under applicable law if a payment was genuinely unauthorised or fraudulent.
8. Contact
Billing questions: support@behindcandle.com. Please write from the email address on your account and include the transaction ID.