We answer within 2 business days. Billing, refunds and
disputes belong here rather than in a chat, because both sides need a
written record. Include the email address on your account and the
payment reference from your receipt — that one line usually saves a
round trip.
What to write to us about
Payment or billing — a charge you do not recognise, a
duplicate charge, or a payment that went through without unlocking
your account.
Account access — you paid but the members area is
still locked, or you cannot sign in.
Refunds — see the
Refund Policy for what qualifies, then email us
with the details.
Something is broken — a scanner, signal, chart or bot
builder not behaving. Tell us the pair and roughly when, it makes the
fix much faster.
Data and privacy requests — access, correction or
deletion of your data, as set out in our
Privacy Policy.
Before you raise a chargeback
Please email us first. A chargeback opened without contacting us takes
longer to resolve for you and may suspend the account while the dispute
is processed. We would rather just fix it — see
section 6 of the Refund Policy.
We do not give trading advice over support. Candle
Sensei provides analysis tools and education. We cannot tell you what to
buy or sell, or manage money on your behalf.
Who you are dealing with
Candle Sensei is an independent trading-education and analysis service,
operated from Kenya by its owner trading as Candle Sensei, and serving
traders worldwide.
Postal address
Candle Sensei · P.O. Box 11 · Kitale 30200 · Trans Nzoia County ·
Kenya
Post is slow and the box is not checked daily. Anything that needs an
answer should go to
support@candlesensei.com,
which we answer within 2 business days.