1. INTRODUCTION
This Warranty & Support Policy (“Policy”) describes the scope of warranty and support provided by barmenteros FX (“we”, “us”, “our”) for any custom-developed software, tools, indicators, Expert Advisors (EAs), scripts, or Products.
This Policy applies to every Client (“Client”, “you”, “your”) using our Services or Products and forms part of the Terms and Conditions of Service.
The purpose of this Policy is to clearly define what is covered, what is not covered, and what constitutes billable work, ensuring clarity and fairness for both parties.
2. LIMITED WARRANTY PERIOD
2.1 Warranty Duration
Unless explicitly stated otherwise in the quotation or Statement of Work (SOW), we provide a limited warranty period of 30 calendar days starting from the date the Deliverables are sent to the Client.
2.2 Extension for Large Projects
For large or complex projects, the warranty may be extended up to 60 or 90 days, only if explicitly agreed in writing before the start of the project.
2.3 Warranty Restrictions
Any work requested after the warranty period is considered new paid work, regardless of cause.
3. WHAT THE WARRANTY COVERS
The warranty covers genuine software bugs, meaning:
- Logical errors in code that cause behavior different from the agreed specification
- Mistakes introduced by barmenteros FX during development
- Reproducible malfunctions caused directly by our implementation
- Technical defects that prevent the tool from operating as described in the project specifications
A “bug” means an error that:
- Exists in the delivered version
- Is measurable, reproducible, and verifiable
- Occurs when using correct settings and conditions
- Is directly attributable to our code
4. WHAT THE WARRANTY DOES NOT COVER
The following items are not covered by the warranty and are treated as paid modifications or new projects:
4.1 Incorrect or Incomplete Specifications
Not covered:
- Misunderstanding of trading logic by the Client
- Ambiguous, contradictory, or unclear specifications
- Missing details discovered after delivery
- Logic that “needs adjustment” due to post-delivery insights
- Errors caused by indicators or logic provided by the Client
4.2 Strategy or Requirement Changes
Not covered:
- Any alteration or refinement of the trading logic
- Adding filters, conditions, or signals
- Changing exit/entry rules
- Updating risk parameters
- Changing symbol lists, timeframes, or custom logic
These are classified as change requests.
4.3 Market-Related Issues
Not covered:
- Differences between real/live trading and backtesting
- Spread, commission, or slippage variations
- Liquidity or execution delays
- News spikes or volatility events
- Market gaps or fast-market conditions
4.4 Broker, Platform, or Technical Environment Issues
Not covered:
- Differences in broker execution or data feeds
- Updates to MetaTrader, TradingView, or other platforms
- VPS or local computer performance issues
- Internet outages or latency
- Server time differences
- Incorrect terminal configurations
4.5 Third-Party Dependencies
Not covered:
- Errors from custom indicators provided by the Client
- Issues from DLLs, external APIs, or third-party libraries
- Changes to third-party services (e.g., MySQL, TradingView, MetaQuotes updates)
4.6 Client Misuse, Incorrect Settings, or Lack of Knowledge
Not covered:
- Incorrect parameter configuration
- Misuse of the tool
- Failure to understand the trading logic
- Running the EA in unsuitable conditions
- Insufficient testing prior to live trading
4.7 Performance-Related Complaints
Not covered:
- “The EA did not make enough profit”
- “The backtest results are different from my expectations”
- “The tool does not work on my broker but works on others”
- “I want the EA to be more accurate”
Performance is not guaranteed under any circumstances.
5. CLIENT RESPONSIBILITIES DURING WARRANTY
To access support covered under the warranty, the Client must:
5.1 Provide Clear Evidence
When reporting an issue, the Client must provide:
- Detailed explanation of the issue
- Screenshots showing the problem
- Log files (Experts and Journal)
- The exact settings (.set files) used
- Steps necessary to reproduce the behavior
5.2 Test in an Appropriate Environment
The Client must test using:
- A supported platform version
- A clean chart without conflicting indicators
- A stable VPS or local equipment
- Correct settings and timeframe
5.3 Avoid Modifying the Code
If the Client modifies the code (source or ex4/ex5), the warranty is void.
6. SUPPORT POLICY
6.1 Support Channels
Support is provided through:
- WhatsApp or Telegram (if used in the project)
- Scheduled remote assistance (if required and agreed in advance)
6.2 Response Times
Typical response time: 1–3 business days
(Weekends and holidays excluded.)
6.3 Scope of Free Support
Free warranty support includes:
- Bug verification
- Bug correction
- Clarifications about delivered features
- Assistance with installation if needed
6.4 Support Outside Warranty
After warranty expiration, support becomes billable.
This includes:
- Re-explaining the strategy
- Helping with settings or configurations
- Reviewing logs for issues not caused by our code
- Adapting the EA to broker/platform differences
- Updates required due to MetaTrader, OS, or platform changes
7. UPDATES AND COMPATIBILITY
7.1 Future Updates Not Included
Unless explicitly agreed in writing:
- We do not provide free updates for platform changes (MT4/MT5 updates, TradingView updates, Windows/MacOS changes, etc.)
7.2 Compatibility
We ensure compatibility only with the platform version that existed at the time of delivery.
8. NEW FEATURES, IMPROVEMENTS, OR EXTENSIONS
Any request to:
- Add new filters
- Modify logic
- Improve performance
- Add symbols/timeframes
- Expand or optimize functionality
- Integrate third-party APIs
- Redesign trade management rules
is considered a new paid project or chargeable change request.
9. TERMINATION OF SUPPORT
Support may be discontinued if the Client:
- Becomes abusive or disrespectful
- Attempts chargebacks or disputes
- Fails to provide required diagnostic evidence
- Uses unauthorized code modifications
- Requests changes beyond the agreed scope without payment
10. DISCLAIMERS
barmenteros FX is not liable for:
- Financial losses resulting from using the software
- Differences between backtesting and real trading
- Broker-specific behavior
- VPS, internet, or infrastructure failures
- Misinterpretation of trading logic by the Client
Trading carries substantial risk, as explained in the Risk Disclosure Statement.
11. MODIFICATIONS TO THIS POLICY
We may update this Policy from time to time.
Updates take effect once posted.
Continued use of our Services constitutes acceptance of the updated Policy.
12. CONTACT INFORMATION
barmenteros FX
Avenida Principe Salman, 6, 5th
29603 Marbella (Malaga) — Spain
Email: [email protected]
NIF: 74640188J