Refund and Cancellation Policy

1. Who handles payments

Paid plans are sold by our authorised reseller and merchant of record, Dodo Payments (“Dodo”). Dodo is the seller on your invoice. It takes payments, handles tax, issues invoices and processes refunds. This policy sets out how cancellation works and when we will ask Dodo to refund you. It forms part of our Terms of Service, and words defined there have the same meaning here.

2. Cancelling

Paid plans are monthly subscriptions that renew automatically until cancelled.

1. How. A workspace owner or admin opens the Plan page in the dashboard at app.stiro.ai and chooses Cancel paid plan. If you cannot reach the dashboard, email [email protected] from the address on your account and we will cancel for you.
2. When it takes effect. At the end of the period you have already paid for. Until then the plan keeps working as before, and no further payment is taken.
3. After that. The workspace moves to the free Developer plan and its limits. Your account stays open until you ask us to close it.
4. Changing your mind. Until the period ends, you can choose Keep on the same page, and the plan carries on as if you had not cancelled.

Invoices, receipts and your payment card are managed in Dodo’s billing portal, which opens from Invoices and card on the Plan page.

3. Your first subscription: 14 days

If the Service is not right for you, we will refund the first payment of a workspace’s first paid subscription in full when:

1. you ask within 14 days of that payment; and
2. the workspace has used less than 25% of the Tasks included in that period.

We then end the subscription, and the workspace moves to the free Developer plan. This refund is available once per customer, whichever workspace or account it is requested from.

4. Charges we got wrong

If you were charged in error, for example twice for the same period, for a plan you did not choose, or after a cancellation that had already taken effect, we will refund the wrong amount in full. Tell us within 30 days of the charge.

5. What is not refunded

Except as set out above, or where the law requires otherwise, we do not refund:

• renewal payments;
• upgrades, since we already credit the unused part of your current period when you upgrade (see section 8 of the Terms);
• the remaining days of a period after you cancel or downgrade. The plan keeps working until the period ends;
• periods in which the Service was suspended or ended because the Terms were broken; or
• fees for Tasks already used.

We do refund the unused part of your current period if we end the Terms for a reason other than your breach, or if you end a plan after objecting to a new sub-processor under section 5 of our Data Processing Addendum.

Where the Service is unavailable for a long time because of a problem on our side, we may, at our discretion, offer a credit or a partial refund.

6. How to ask for a refund

Email [email protected] from the address on your account, with your workspace name, the date of the charge and the reason. We aim to reply within 2 business days. Once we approve a refund, Dodo returns it to the original payment method, usually within 5 to 10 business days, depending on your bank. Refunds are made in the currency and amount you paid, including any tax charged. We cannot cover exchange-rate differences or fees charged by your bank.

7. Chargebacks

Please talk to us before disputing a charge with your bank. Most problems are faster to fix directly. If a chargeback is opened, we may suspend the workspace while it is resolved. A chargeback raised for a valid charge may lead to the account being closed.

8. Changes

We may update this policy. Changes do not affect payments made before they were published.