Draft 01 · 25 October 2026

Warranty & Support

Help with the keypad, companion software and activation.

Consumer rights and warranty

Mandatory rights for faulty or non-conforming goods apply independently of any voluntary warranty. The software-access term is not automatically the hardware-warranty period. Nothing in this draft excludes rights or remedies that applicable law does not allow us to exclude.

Coverage and remedies

The final warranty should explain covered defects and when inspection, repair, replacement or refund is available. Exclusions for accidents, misuse, wear, liquid damage, battery ageing or modifications must be specific, fair and compatible with mandatory rights.

Getting support

Prepare your product/order reference, fault description, when it began and relevant software/operating-system versions. Photos or video may help. For activation problems, use your account email and a non-secret package reference where available. Never share broker passwords, payment security codes or unused activation codes publicly.

Returning a product

Obtain the correct instructions/address before dispatch where practical, pack securely and keep shipping evidence. An administrative authorisation process must not remove statutory rights.

Software and urgent positions

Support helps with product faults and setup; it does not choose investments or manage your trading account. If TradeMate is unavailable with positions open, use the broker platform or contact the broker. Do not rely on a support response to close an urgent position.