Cancelling a subscription
You may cancel at any time from the console or by writing to stroma.os.india@gmail.com. Cancellation takes effect at the end of the period you have already paid for. The Service keeps working until then.
We do not auto-renew a cancelled subscription, and we do not charge a cancellation fee.
Refunds on subscriptions
Within 7 days of your first paid invoice, if the Service has not worked for you, write to us and we will refund that invoice in full.
After that, fees for the current period are not refundable, because the Service was available to you throughout it. We make two exceptions:
- Where we billed you in error — a duplicate charge, the wrong plan, or a property you had already removed — we refund the difference in full.
- Where a fault on our side made the Service materially unusable for a continuous period, we refund that period pro-rata.
A 14-day trial is available before any payment, so that the product can be judged before it is bought.
Refunds on hardware
Door controllers may be returned unused and in original condition within 7 days of delivery for a full refund of the hardware price. Return shipping is yours unless the item arrived damaged or faulty, in which case it is ours.
Hardware that has been installed, flashed or physically modified cannot be returned except under warranty, because a paired controller holds a credential for your doors.
How a refund is paid
Refunds are made to the original payment method. We do not refund to a different account, in cash, or as credit unless you ask for credit instead.
Approved refunds are processed within 5-7 business days. Your bank or card issuer may take a further 3-5 business days to show it. We will tell you the date we released it and the reference, so you can chase your bank with something concrete.
Disputes
If you disagree with a charge, tell us before raising a chargeback — we can usually fix it faster than the card network can. If we cannot agree, the Grievance Officer will review it.