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SLA & Refund Policy

Versi 1.0 · effective 2026-05-21. Berlaku semua tier, kecuali Custom Enterprise.

SLA

Uptime commitment

Target uptime
99.5%
bulanan, di-track via status.kopitrade.id
Credit kalau miss
Pro-rated
otomatis di invoice berikut

Kalau uptime < 99.5% di bulan kalender:

  • 99.0–99.5% → 10% credit dari subscription fee bulan itu
  • 97.0–99.0% → 25% credit
  • < 97.0% → 50% credit

Credit di-apply otomatis ke invoice bulan berikut. Status + incident history publik di /status.

Refund

Money-back policy

14-day trial

Setiap tier dapet 14 hari trial gratis. Lo bisa cancel kapan aja dalam window itu — zero charge, no questions.

Annual subscription

7-day money-back guarantee setelah bayar annual. Refund 100% via QRIS / bank transfer dalam 5 hari kerja.

Monthly subscription

Pro-rated refund untuk unused days kalau cancel mid-period karena dispute service quality (downtime, billing error). Email hello@kopitrade.id dengan ref payment.

Yang TIDAK refundable

  • Trading loss dari signal yang lo execute — kopitrade infra, bukan adviser
  • API key revocation oleh exchange (Bybit/Binance/etc)
  • Subscription yang udah lewat > 7 hari (annual) / > 14 hari trial
Auto-renewal

Opt-IN default

kopitrade tidak auto-charge tanpa permission eksplisit. Setiap renewal lo harus klik manual di tenant billing panel. Cornix-style "silent auto-renewal" jebakan = explicitly anti-policy.