How Finoways Handles Complaints, Refunds and Support

Customers can send support requests, complaints and refund questions to info@finoways.com. Support is available Monday to Saturday, from 9:00 to 18:30 UAE time, and every complaint sent to that email address receives a written reply.

Refund requests are reviewed under the published refund and cancellation policy rather than through verbal promises or informal messages. Customers should provide their invoice information, the email used for the purchase and a clear description of the issue. Finoways never asks for a trading deposit, broker password or withdrawal fee as part of support or complaint handling.

Three types of requests and how they differ

Using the right description helps make a request easier to understand. Most customer enquiries fall into one of three categories.

Technical or account support

A support request concerns access to a purchased service, software setup, account details, invoices or general product use. For example, a customer may be able to sign in but need help identifying the correct installation information.

Support can explain the company’s software or research tools and help clarify the service purchased. It cannot control a customer’s brokerage account, change a broker’s execution, recover market losses or provide personalised investment advice.

A formal complaint

A complaint states that a customer is dissatisfied with a service, communication, billing matter or another part of the customer experience. It should explain what happened, when it happened and what outcome the customer is requesting.

Every complaint emailed to info@finoways.com receives a written reply. Keeping the conversation in writing gives both the customer and the company a record of the issue, supporting documents and response.

A refund or cancellation request

A refund request asks for a payment to be returned, while a cancellation request asks for a service or subscription to be stopped where cancellation is applicable. Eligibility depends on the terms that apply to the purchase.

The applicable conditions are published in the refund and cancellation policy. Customers should read that policy before purchasing and again before submitting a request. A request is not automatically approved merely because it has been submitted.

How to submit a clear support request

Email is the preferred channel when an issue needs investigation because it creates a written record. Send the message from the email address connected with the purchase whenever possible.

A useful request should include:

• Customer identification: Your full name and the email address used for the order.
• Purchase information: The invoice number, payment date and name of the service or plan.
• Issue summary: A short description in the subject line, such as “Software access issue” or “Refund request for invoice.”
• Relevant details: What you expected, what happened and when the issue began.
• Supporting material: Screenshots, error messages or payment confirmation where relevant. Sensitive credentials should be removed.
• Requested outcome: State whether you want technical guidance, a billing explanation, cancellation or a refund review.

Avoid sending several separate messages containing fragments of the same issue. One structured email makes the sequence of events easier to follow. If additional information must be sent later, reply within the same email thread.

How complaints are documented and answered

A strong complaint focuses on verifiable facts. It identifies the service involved, gives dates where available and explains why the customer believes the matter requires correction or clarification.

For example, instead of writing only “the software does not work,” a customer could state the operating environment, the time the error appeared, the message displayed and the troubleshooting steps already attempted. For a billing concern, the customer could identify the invoice and the exact charge being questioned.

The written reply may address the available records, the service terms or the information needed to understand the issue. Finoways does not publish a guaranteed resolution time because the complexity and evidence involved can differ between cases. The stated support hours are Monday to Saturday, 9:00 to 18:30 UAE time.

If a reply does not address an important point, respond in the same thread and identify that point clearly. Keeping the original subject line, invoice information and attachments together reduces confusion.

How refund requests are considered

Refund decisions are governed by the published policy and the terms associated with the purchase. A refund is not a trading-loss reimbursement. Buying software or research access does not transfer market risk to the software provider.

A refund request should explain:

1. Which service was purchased.
2. When and how the payment was made.
3. Why the customer is requesting a refund or cancellation.
4. Whether the service was accessed, activated or used.
5. Which policy provision the customer believes applies, if known.

Customers should not rely on an informal refund promise made through an unverified social media profile, personal email address or messaging account. The website policy and official written communication are the appropriate references.

Pricing, terms, risk information and the refund policy are available on the company website. Reviewing these documents before payment helps prevent misunderstandings about what a plan includes, how cancellation works and which market risks remain with the trader.

Payment questions and impersonation concerns

Payment safety is closely connected to complaint prevention. Payments are accepted only to the Fino Ways LLC company bank account against an official invoice or through the payment page on finoways.com. The website payment page supports the listed Stripe and Binance/Coingate options.

The company does not ask customers to send trading capital to it. It does not hold or manage client funds, and customers trade through their own brokerage accounts. It is not a broker, bank or fund.

Finoways will not ask for:

• A deposit intended for trading on a customer’s behalf.
• A brokerage account password or one-time authentication code.
• A payment described as a fee required to release trading profits.
• A withdrawal fee supposedly needed to unlock customer funds.
• Payment to an individual’s personal bank account.

If a payment instruction appears suspicious, do not pay first and investigate later. Compare the email domain, invoice recipient and website address with the company’s official channels and payment-safety information. Official company email addresses end in @finoways.com.

What customer support can and cannot do

Finoways LLC builds algorithmic trading software and research tools for FOREX, COMEX and US markets. Its licensed activities include activities auxiliary to financial services, investment advisory services, financial advisory and analysis, and educational support, training and education consultancy.

Support may help with questions relating to the company’s products, invoices, published policies and official access. However, support does not remove the risks of trading and cannot promise that software will produce a profit.

Support also cannot:

• Guarantee a particular return, win rate or trading outcome.
• Reverse a loss caused by market movement, spreads, slippage or broker execution.
• Make individual trading decisions for a customer.
• Hold a customer’s trading funds or act as the counterparty to a trade.
• Resolve access or withdrawal issues inside an independent broker’s systems.

Customers should contact their own broker directly when an issue concerns broker account verification, trade execution, broker withdrawals or the broker’s platform infrastructure.

Contact details and company information

Fino Ways LLC is a Limited Liability Company licensed by the Sharjah Media City Free Zone Authority in the UAE. Its business licence number is 2322718.01, formation number 2322718. The licence was issued on 15 February 2023 and is valid to 14 February 2027.

The office is at Shams Business Center, Sharjah Media City Free Zone, Al Messaned, Sharjah, UAE. Customers can email info@finoways.com or call +971-525908185 during support hours. For a complaint, refund question or issue that requires documents, email is preferable because it provides a written record.

Official websites are finoways.com, algo.finoways.com and franchise.finoways.com. Information received from another domain should be checked before sharing documents or making a payment.

A practical checklist before contacting support

• Confirm that you are communicating with an official @finoways.com email address.
• Find the invoice, purchase email and applicable policy.
• Write a short timeline of what happened.
• Attach relevant screenshots without exposing passwords or authentication codes.
• State the exact outcome you are requesting.
• Keep future replies in the same email thread.
• Do not send broker credentials, trading funds or alleged withdrawal fees.

A clear written request does not guarantee a preferred outcome, but it helps ensure that the relevant facts and documents can be considered. Customers should keep copies of invoices, policy documents and correspondence for their own records.

Risk reminder

Trading FOREX, commodities and US markets carries substantial risk, and software or research tools cannot eliminate losses or guarantee results. Before trading or purchasing a trading-related service, read the Finoways risk disclosure and consider whether the risks are appropriate for your circumstances.