Refund Policy

HiyaPrimeoperates a transparent refund policy designed to be fair to both traders and the Firm. By purchasing an evaluation challenge, you acknowledge that you have read and understood this policy in full.

Challenge fees cover access to the evaluation platform, account infrastructure, real-time data feeds, and performance monitoring tools. These services are delivered immediately upon purchase, which affects eligibility for refunds as described below.

All challenge fees are strictly non-refundable once an evaluation account has been activated and at least one trade has been placed. Activation occurs within 24 hours of purchase confirmation. If you change your mind before activating your account meaning before placing any trade you may submit a refund request within 48 hours of purchase.

Refund requests after the 48-hour window or after any trading activity has occurred will not be processed under any circumstances. This policy applies to all account sizes and all challenge plan types offered by the Firm.

For Pay-As-You-Pass challenge products, the Phase 1 fee is non-refundable from the moment of purchase, regardless of whether the account has been activated. Subsequent phase fees Phase 2 and Phase 3 become non-refundable immediately upon payment and are not returned for any reason, including failure to meet the profit target for that phase.

The Partial Restart option described in the Global Trading Rules provides a cost-reduced path to retry Phase 2 once. This option is not a refund; it is a discounted re-entry and does not reduce prior fees paid.

Where account reset options are offered, reset fees are non-refundable once the reset has been processed and the account balance has been restored. If a reset request is submitted but not yet processed, a cancellation may be possible within one hour of submission. Contact support immediately if you wish to cancel a reset request.

Approved payout requests on funded accounts are processed within the timelines specified in the payout schedule at the time of the request. Approved payouts are not refundable to the Firm under any circumstances once distributed to the trader.

Pending payouts that are cancelled due to a rule violation during an escrow period, as described in the Global Trading Rules, are forfeited and will not be redistributed. The trader has no claim to pending payouts that have been cancelled on account of rule breaches.

If a verifiable technical failure on the part of HiyaPrimesuch as a platform outage, data feed error, or system-generated trade execution caused direct and demonstrable financial loss to a trader during an evaluation challenge, the Firm will review the incident on a case-by-case basis.

Where the Firm determines that a technical failure was the sole cause of a material adverse outcome, remedies may include account credit, challenge restart, or partial fee credit. Cash refunds for technical incidents are determined at the Firm's sole discretion and are not guaranteed.

If you accidentally purchase the same challenge plan twice within a 24-hour period, contact support immediately with proof of duplicate payment. Duplicate purchases identified and reported within 24 hours of the second transaction may be eligible for a full refund of the duplicate charge, provided neither account has been activated or traded on.

To submit a refund request, email support@HiyaPrimetrading.com with the subject line "Refund Request [Your Account ID]". Include your full name, registered email address, account number, date of purchase, and a clear description of the reason for your request.

All refund requests are reviewed within five business days. The Firm will notify you by email of the outcome. Approved refunds are returned to the original payment method and may take an additional five to ten business days to appear, depending on your payment provider.

Initiating a chargeback or payment dispute with your bank or payment provider without first engaging with the Firm's support process constitutes a breach of these terms. The Firm reserves the right to permanently ban any account associated with a fraudulent or unjustified chargeback and to pursue recovery of disputed amounts through legal means.

If you have a legitimate dispute, please contact our support team first. We are committed to resolving genuine issues fairly and promptly.