Refund & Cancellation Policy

1. Overview

This policy governs cancellations of, and refunds for, Stryde Subscriptions. Stryde is developed and one hundred per cent owned by Deeesign Lab.

It forms part of our Terms of Service and uses the same defined terms. Where this policy and the Terms overlap, they are written to say the same thing; if they ever appear not to, the Terms govern.

One thing worth stating at the top, because it shapes everything below: Subscriptions are paid by card, and charged automatically each month until you cancel. Card payments are processed by PayHere (Private) Limited(“PayHere”), our payment processor. You enter your card details on PayHere’s own secure pages: they never reach Stryde, and we never see or store your card number or security code. We do not accept payment by bank transfer.

2. Cancelling

How. Email [email protected] from an address belonging to an administrator of the organisation, telling us the organisation name and that you want to cancel. There is no cancellation button in the application. We will confirm in writing, and that confirmation is your record of the cancellation.

The automatic charge. Cancelling stops the automatic monthly charge. We cancel it with PayHere when we confirm your cancellation, and no charge is taken after the day you told us. If one is, it is a billing error and we refund it in full (section 6).

When it takes effect. You keep full access for the whole of the period you have already paid for. Cancellation then takes effect two weeks after the end of that period, and you keep access during those two weeks too. Nothing further is charged from the moment you tell us.

Renewal and payment. Your Subscription renews automatically each month, and your card is charged that month’s fees on your organisation’s billing day — the same date each month — until you cancel. The amount is the plan fee plus a rate for each member above the number the plan includes, so it changes when your membership does; price changes are notified in advance under section 4 of the Terms. If a charge fails, we tell your organisation’s administrators and allow a grace period of 3 business days to put it right. If payment has not been made by then we may lock the organisation until it is; nothing is deleted by a lock, and everyone in the organisation sees a payment notice until the account is settled.

Your data afterwards. Once cancellation takes effect, your organisation’s data is kept for 30 days and then permanently deleted from the live service. Ask us within that window if you want a copy, or if you change your mind. Deleted records may persist briefly in our database provider’s automated backups, which rotate on their own schedule and then age out. After the 30 days we cannot recover your data, so export what you need before then.

3. Monthly subscriptions

All Stryde Subscriptions are monthly. Cancel as described in section 2, at any time and without a notice period beyond the timing set out there.

A month already paid for is not refunded in part. Cancelling halfway through a period does not produce a half refund. What you get instead is the rest of the period you paid for, plus the two-week run-off in section 2, at no extra cost. This does not affect any statutory right you have that cannot lawfully be excluded (see section 9), or the situations in section 6 where we do refund.

4. Annual subscriptions

We do not currently offer annual Subscriptions. Every plan is billed monthly, so there is no annual term to cancel and no unused months to refund.

If we agree a longer term with you in a separate written agreement — which can happen on Enterprise, where terms are negotiated — that agreement sets out its own cancellation and refund terms and prevails over this section for that Subscription. If it is silent on refunds, this policy applies and unused whole months are refunded on a pro-rata basis where we, rather than you, end the agreement.

We will update this section if annual billing is introduced.

5. Free plan and trials

Stryde offers a free plan, Basic, for one person. It is free permanently rather than for a trial period: nothing expires, no countdown runs, and it never converts into a paid Subscription by itself. Because nothing is ever charged for it, there is nothing to cancel and nothing to refund. Ask us if you want the Account closed.

We do not currently run time-limited free trials of the paid plans. If we offer you one, the offer itself will say how long it lasts and what happens at the end, and a trial will never turn into a paid Subscription without you agreeing to it in writing.

6. When we do refund

We will refund you in the following circumstances.

• Duplicate payments. Your card was charged twice for the same billing period. We refund the extra charge in full.
• Billing errors. We charged the wrong amount, charged for the wrong plan, charged for members you do not have, or charged after you cancelled. We refund the difference in full.
• Payments you did not authorise. Your card was charged without authority from your organisation. Tell us and we will investigate and return the payment.
• A fault that stopped you using the product. Where a defect or an outage that is our responsibility denied your organisation meaningful use of the Services for a sustained period, we will refund or credit a fair share of that period. What is fair depends on how long it lasted and how much of the product was affected, and we will explain how we worked it out. Third-party outages outside our control and planned maintenance notified in advance are not covered.
• We discontinue the product. If we shut Stryde down, we refund any period you have paid for beyond the shutdown date.
• Where the law requires it. See section 9.

How a refund is paid. A refund goes back to the card that was charged, through PayHere, for the amount charged and in the currency it was charged in. We send it within 14 business days of agreeing the refund; your card issuer may take a few more days to show it on your statement. We do not refund to a different card, account or payment method.

7. When we do not refund

The following are not refundable, except where section 6 or section 9 applies.

• Subscription periods already used, in whole or in part, including where you decided the product was not for you, stopped using it, or forgot to cancel.
• The remainder of a period after cancellation. You keep access for it instead, plus the two weeks in section 2.
• Unused search allowance. Plans that include a monthly search allowance provide it as a ceiling, not as credits you have bought. It resets each calendar month, it does not carry over, and it has no cash value.
• Member seats you paid for but did not fill, and seats removed partway through a period. Seat changes are reflected from the next billing day.
• Downgrades. Moving to a smaller plan takes effect at the start of the next billing period. The current period is not refunded or pro-rated.
• Periods lost to a ban or a termination for breach of section 10 of the Terms, or to a lock while a payment was outstanding.
• Third-party costs you incurred alongside the Services, such as a currency-conversion or foreign-transaction fee your card issuer charges.

8. Chargebacks and payment disputes

If you believe a charge was wrong, please write to us first at [email protected]. We would much rather sort it out directly, and in the cases listed in section 6 we will simply refund you.

If you do raise a dispute (a chargeback) with your card issuer, we will respond through PayHere’s dispute process and provide the invoices and records the issuer asks for. We may suspend a Subscription while a payment for it is disputed and unresolved, and we will tell you if we do. Raising a dispute does not affect any statutory right you have.

9. Your statutory rights

Nothing in this policy removes, limits or affects any right you have under the law that applies to you and that cannot lawfully be excluded. Where consumer-protection or distance-selling law gives you a right to cancel or to a refund that is broader than this policy, that right applies and this policy does not cut it down.

Stryde is sold to businesses for business use, so consumer protections will not apply to most customers. If you think they apply to you, tell us and we will deal with your request on that basis.

10. How to request a refund

Email [email protected] with the subject line “Refund request”, and include:

• the name of your organisation as it appears in Stryde
• the email address of the administrator making the request
• the invoice number, or the date and amount of the charge and the last four digits of the card
• which of the grounds in section 6 you are relying on, and why
• for a fault or outage, roughly when it started and stopped and what you could not do

Processing time. We aim to acknowledge a request within two business days and to decide it within ten. An agreed refund is then sent within 14 business days, as section 6 describes. If we need more information we will ask; if we decline, we will say why and what you can do next. Please make a request within ninety days of the charge concerned, since older payment records are considerably harder for both of us to reconcile.

11. Delivery, returns and exchanges

Delivery. Stryde is software provided online, so there is nothing to ship and no delivery charge. A paid plan is activated for your organisation as soon as its first payment is confirmed, and within one business day at the latest; you can use it from then. If it has not been activated in that time, tell us; if we cannot activate it, we refund the payment in full.

Returns and exchanges. Because nothing physical is supplied, there is nothing to return and no return shipping. The equivalent of an exchange is a change of plan: ask us to move your organisation to another plan, as section 4 of the Terms describes. An upgrade applies when we make it; a downgrade applies from your next billing period.

Faults. A defect or outage on our side that stops you using what you paid for is covered by section 6.

12. Changes to this policy

We may update this policy as the product and our billing change. The current version is always at this address, and the “Last updated” date at the top shows when it was last revised.

A change never applies retrospectively to a payment you have already made: the version in force when you paid governs that payment. For a material change we will give at least thirty days’ notice to your organisation’s administrators, in line with section 22 of the Terms.

13. Contact