Refund Policy

At Stratace, we want customers to buy with confidence, but we also need to protect the platform, our licensing systems, and the commercial fairness of the service. This Refund Policy explains when refund requests may be submitted, how they are reviewed, what factors may affect approval, and how we handle exceptional cases. It is intended to provide a clear practical framework for subscriptions, lifetime licenses, seat-related purchases, and other standard commercial transactions processed through our service.

Unless a separate written enterprise agreement states otherwise, this policy applies to standard direct purchases made through the Stratace website, associated checkout flows, and approved billing paths. By purchasing a plan, subscription, license, or seat allocation from Stratace, you acknowledge that refunds are not automatic and may be subject to review, fair-use checks, anti-abuse controls, billing history, and the commercial context of the specific order.

Our general refund position

For most initial standard purchases, Stratace offers a 14-day review window beginning on the date successful payment is received. During that period, eligible customers may contact us and request a refund review. The purpose of this window is to allow reasonable evaluation while still protecting the platform against exploitative behaviour, repeated cycling through paid access, high-usage extraction, or commercially abusive purchase patterns.

A refund review window does not mean every request will be approved automatically. It means the request may be considered on its merits, with reference to timing, usage, access history, seat provisioning activity, support history, and any other information reasonably relevant to the transaction.

Who may request a refund

A refund request may generally be submitted where all or most of the following are true:

• The request relates to an initial subscription purchase, initial lifetime purchase, or another standard direct order placed through an approved Stratace billing flow.
• The request is submitted within 14 calendar days of successful payment, unless a longer period is required by applicable law or expressly agreed in writing.
• The request includes enough detail for us to identify the order, such as the billing email, transaction reference, purchase date, and the reason for the request.
• The account has not been used in a manner that indicates material consumption, extractive use, abusive access, or strategic purchase-and-refund cycling.
• No separate commercial agreement overrides the standard refund framework.

When refunds may be declined

Refund requests may be declined, limited, or referred to separate commercial handling in situations including, without limitation, the following:

• Renewals that were not cancelled before the next billing event.
• Orders submitted outside the applicable review window.
• Material platform use, heavy usage, substantial output generation, or evidence that the service delivered meaningful value before the refund request.
• Repeated purchase-refund cycles, abusive account behaviour, suspected fraud, misuse of billing systems, or chargeback-style conduct.
• Manual seat provisioning, enterprise customisations, non-standard commercial arrangements, or work performed specifically for the customer.
• Any circumstance where approval would create a commercially unreasonable outcome after substantial access or benefit has already been provided.

Seat purchases, seat increases, and provisioning actions

Where additional seats are purchased, assigned, provisioned, activated, or otherwise made available against a live license, Stratace may review the request differently from a simple first-time purchase. Seat-related commercial activity can involve backend changes, entitlements, access expansion, and operational handling that are not always reversible without consequence. For that reason, seat additions, seat adjustments, and manually approved seat expansions may be non-refundable, partially refundable, or reviewed under a stricter standard depending on timing and usage.

If you are unsure whether a seat expansion is refundable in your case, contact us before purchase and obtain clarification in writing where appropriate.

Fair-use review

To evaluate refund requests fairly, Stratace may consider account access history, login activity, licensing events, seat allocation changes, generated outputs, support interactions, product usage patterns, billing history, and any other operational information reasonably relevant to the purchase. This review helps us distinguish ordinary customer dissatisfaction or misfit from misuse, extraction, or intentional bad-faith behaviour.

Our goal is to strike a balanced position: fair to legitimate customers who purchased in good faith, and protective of the platform where a refund request follows significant access, structured use, or behaviour that undermines commercial fairness.

How to request a refund

The best route is to submit a logged-in support or billing request from the account associated with the purchase. Please include the billing email, order details, reason for the request, and any relevant context that may help us assess the matter quickly. Where possible, use the billing-related categories so the request can be reviewed alongside the purchase and licensing history tied to the account.

Submitting a clear, specific request materially speeds up review. Vague requests without identifiable order information may delay handling.

Processing timelines

If a refund is approved, the refund will generally be sent back to the original payment method used for the purchase, subject to payment-provider rules, PayPal processing timelines, banking delays, fraud-prevention checks, and other third-party timing factors outside our direct control. While we aim to handle approved outcomes promptly, exact posting times depend on the provider and instrument used.

Chargebacks and billing disputes

We strongly encourage customers to contact Stratace first before initiating a chargeback or external payment dispute. Many issues can be resolved faster through direct review. Where a chargeback is opened without prior engagement, we may rely on account records, access logs, licensing data, communications, and usage information to respond. Abuse of payment dispute systems may affect future access or purchasing eligibility.

Exceptions and local law

Nothing in this policy is intended to override mandatory consumer rights that apply under relevant law. Where applicable law grants a stronger right or imposes a different standard, Stratace will interpret this policy subject to those legal obligations. Enterprise contracts or separately negotiated commercial terms may also supersede this policy where expressly stated in writing.

Contact

If you need help understanding whether a purchase may qualify for refund review, contact Stratace through the logged-in support process before assuming an outcome. We would rather review the situation directly than leave you guessing.