1. PURPOSE OF THIS POLICY
1.1 P1 is committed to treating all Customers fairly, consistently, and transparently throughout their relationship with us.
1.2 This Treating Customers Fairly Policy (“TCF Policy”) outlines the principles P1 follows to ensure that Customers receive clear information, fair outcomes, and a high standard of service.
1.3 Although P1 provides simulated trading services and is not a financial services provider, we voluntarily adopt fairness standards to promote responsible conduct, transparency, and integrity.
2. OUR FAIRNESS PRINCIPLES
P1 is committed to ensuring that:
2.1 Customers receive clear, accurate, and timely information about our Services, including:
challenge rules,
evaluation criteria,
risk parameters,
payout conditions,
fees and charges.
2.2 Customers understand the nature of simulated trading and the limitations of hypothetical performance.
2.3 All communications, marketing materials, and website content are fair, balanced, and not misleading.
2.4 Customers are treated consistently and without discrimination, regardless of:
location,
experience level,
trading style (provided it complies with P1 rules),
or account size.
2.5 Customer issues, enquiries, and complaints are handled promptly, professionally, and impartially.
3. FAIRNESS IN PRODUCT DESIGN & SERVICE DELIVERY
P1 ensures that:
3.1 All challenge programs (1-Step, 2-Step, Instant) are designed to be transparent, achievable, and aligned with the stated rules.
3.2 Trading rules, risk limits, and evaluation criteria are:
clearly defined,
publicly available,
consistently enforced.
3.3 No Customer is disadvantaged by hidden conditions, undisclosed restrictions, or arbitrary rule changes.
3.4 Any updates to rules or policies are communicated clearly and applied fairly.
3.5 The Trading Platform and Client Section are maintained to a high operational standard, with reasonable efforts made to ensure availability and reliability.
4. FAIRNESS IN CUSTOMER COMMUNICATIONS
P1 commits to:
4.1 Providing clear, accessible explanations of:
challenge requirements,
risk rules,
payout processes,
refund conditions,
prohibited practices.
4.2 Ensuring that Customer support interactions are:
respectful,
professional,
timely,
and solution-oriented.
4.3 Responding to Customer enquiries within reasonable timeframes.
4.4 Informing Customers of any issues affecting their accounts or the Services.
5. FAIRNESS IN HANDLING COMPLAINTS
5.1 P1 maintains a structured complaints process to ensure that all issues are handled fairly, consistently, and without bias.
5.2 Customers may submit complaints via [email protected] or through our Live Chat. If the Customer is not satisfied with the response provided by the support team, they may proceed to file a formal complaint via: [email protected]
5.3 P1 will:
acknowledge receipt of a formal complaint within 5 business days,
investigate the matter impartially,
and provide a final written response within 30 days.
5.4 All complaints are reviewed objectively, and decisions are based on documented evidence, applicable policies, and the P1 General Terms & Conditions.
6. FAIRNESS IN ENFORCING RULES
P1 ensures that:
6.1 Trading rules and prohibited practices are enforced consistently across all Customers.
6.2 Decisions regarding breaches, account closures, or payout eligibility are:
evidence-based,
documented,
and communicated clearly.
6.3 Customers are not penalized for:
platform outages,
technical issues beyond their control,
or errors caused by third-party providers.
6.4 Where appropriate, P1 may offer corrective measures at its discretion, such as:
trade removal,
account resets,
or other remedies.
7. FAIRNESS IN REFUNDS & FINANCIAL MATTERS
P1 applies its refund and financial policies consistently and transparently:
7.1 Refunds are governed by the P1 Cancellation & Refund Policy.
7.2 Refunds are only granted within the defined refund window and only if no trades have been placed.
7.3 Chargebacks are treated as a breach of the Terms & Conditions and may result in account termination.
7.4 Payouts are processed in accordance with the P1 Payout Policy, with clear eligibility criteria and timelines.
8. CONTINUOUS IMPROVEMENT
P1 is committed to:
8.1 Regularly reviewing this TCF Policy to ensure it remains effective and aligned with best practices.
8.2 Monitoring Customer feedback to identify areas for improvement.
8.3 Updating internal processes, training, and systems to enhance fairness and transparency.