Refund Policy

This policy explains how cancellations and refunds work for Stele subscriptions. Payments are processed by Paddle.com Market Ltd, our merchant of record, so charges appear on your statement as Paddle. This policy forms part of our Terms of Service.

Free trial

Pro is offered with a free trial. Your payment method is collected at checkout but is not charged until the trial ends, and the trial length is shown before you confirm. Cancel before it ends and nothing is billed.

Cancelling

Cancel at any time from Settings, then Billing, or through the link on your Paddle receipt. Your plan stays active until the end of the period you have already paid for and then does not renew. Partial periods are not prorated. Before your access ends you can export your whole library as a .zip from Settings, then Storage.

Refunds within 14 days

If you are unsatisfied with Stele, ask us within 14 days of a charge and we will refund it in full. This covers both first payments and renewals, and it applies once per customer per billing period.

Billing errors

Duplicate charges, charges after a cancellation and charges made in error are refunded in full whenever we find them, including outside the 14 day window. Tell us and we will fix it.

Your statutory rights

If you are a consumer in the EU, the UK or another region with a statutory right of withdrawal, you keep that right and nothing here limits it. Purchases are also covered by Paddle's Checkout Buyer Terms, which set out the rights you have against Paddle as the seller.

What is not refunded

• charges older than 14 days, unless they were a billing error or the law requires a refund;
• periods already served on a plan you chose to keep;
• accounts terminated for a breach of our Terms of Service.

How to request a refund

Email billing@stele.so from the address on your Stele account, with the order or receipt number from your Paddle email and a short note about what went wrong. We reply within 5 business days. You can also reach Paddle directly through the receipt or at paddle.net.

How refunds are paid

Approved refunds go back to the original payment method through Paddle. Once issued, the money usually appears within 5 to 10 business days, depending on your bank or card issuer.

Chargebacks

Please contact us before raising a chargeback with your bank. A chargeback can suspend the account while it is investigated, and we can almost always resolve the issue faster directly.

Contact

Billing questions and refund requests: billing@stele.so.