Support Policy

Version: 2.2  ·  Effective Date: July 1, 2026

Provider: NexusATS — sole-proprietor business established in Canada. Contact: [email protected] / [email protected]. Postal address provided on written request and disclosed to EU/UK consumers per Directive 2011/83/EU prior to contract conclusion.

1. Channels and contact

2. Languages

Our primary support language is English. Where mandatory local law requires support in another language — for example, French in Quebec under the Charter of the French Language — we will provide reasonable assistance in that language. Submissions in other languages are welcome and may be machine-translated; please send originals in English where possible to avoid translation delays.

3. Response targets (not guarantees)

We target an initial response within 24 business hours, and within 48 hours on weekends and public holidays. These targets are best-efforts; they are not service-level guarantees, and they do not extend to financial markets being open or to emergency intervention with your brokerage. We do not provide 24/7 phone support.

4. Scope of support — what we help with

5. Scope of support — what we do not provide

Our team is not authorized to, and will not:

Requests for the items above will be politely declined and you will be directed to consult an independent, qualified professional.

6. Conduct expectations

We aim to treat every customer with respect and ask the same in return. We may decline to continue an interaction that becomes abusive, threatening, or harassing toward our staff. In that case we will: (a) advise you in writing, (b) where appropriate, restrict the channel of contact (e.g. email only), and (c) reserve the right to suspend or terminate the license under §11 of the Terms of Service if conduct continues or constitutes a material breach. Suspension or termination for conduct does not, by itself, affect your statutory consumer rights to a remedy where one is owed.

7. Reporting bugs or vulnerabilities

Bugs: please include the strategy version, NinjaTrader 8 build, broker, instrument, log lines, and a reproduction if possible.

Security vulnerabilities: please report responsibly to [email protected]. We do not pursue legal action against good-faith security researchers who comply with our published responsible-disclosure guidance.

8. Reporting suspected piracy

If you believe a third party is offering NexusATS without authorization, please email [email protected] with the URL or details. We will investigate; if we determine that a notice-and-takedown is appropriate, we will use the procedures in our Copyright / DMCA Notice page.

9. Changes

We may update this policy from time to time. Material changes will be notified by email and posted on this page with an updated "Version" and "Effective Date".