Refunds and cancellation
There are three different kinds of payment in Straton. Each has its own refund route. Work out which one applies before answering.
| Who paid | For what | Paid through | Refunds decided by |
|---|---|---|---|
| A coach | A Straton plan (Starter, Pro, Studio) | Straton’s payment provider, Polar | Straton, under the policy below |
| An individual | The Straton subscription in the iOS app | Apple, through the App Store | Apple |
| A coach’s client | A coaching package or digital product | Stripe, to the coach | The coach |
Coach plans
Free trial
- Every new workspace starts with a 14-day free trial. No payment method is required.
- One trial per account.
- A payment method added during the trial is saved but not charged until the trial ends.
- Cancel before the trial ends and you are never charged.
Cancelling
- Cancel at any time in Settings > Billing, or by emailing
support@straton.fit. - The subscription stays active until the end of the current billing period, or until the trial end date.
- You are not charged again unless you reactivate.
Refunds
Refund requests are made by email to support@straton.fit.
| Plan | Policy |
|---|---|
| Monthly | Charges are non-refundable for partial periods. If you contact Straton within 5 days of a monthly charge and the workspace has not been meaningfully used since that charge, it is refunded in full. This covers a trial that converted unintentionally or a forgotten renewal |
| Annual | A 7-day refund window from the date of the first annual charge |
Outside these windows, payments are non-refundable unless required by law or approved by Straton at its discretion.
Not eligible for a refund:
- charges outside the windows above;
- unused time after cancelling;
- account inactivity;
- accounts terminated for breaking the Terms of Service.
Refunds go back to the original payment method. They typically take 5 to 10 business days, depending on the payment provider and the bank.
A fully refunded subscription ends access to the paid plan straight away.
Plan changes
- Upgrade: takes effect immediately. The difference is prorated.
- Downgrade: takes effect at the start of the next billing period.
AI credit top-ups
AI credits and the AI balance are not cash. They cannot be withdrawn, transferred or exchanged for money.
Individuals (App Store subscription)
- Billed by Apple. Straton cannot refund, cancel or change it.
- Cancel in the app under Profile > Manage subscription, or in iPhone Settings > [your name] > Subscriptions.
- Cancelling stops renewal. Access continues until the end of the paid period.
- Request a refund from Apple, from the same subscription sheet or at reportaproblem.apple.com. Apple makes the decision.
- The 5-day and 7-day windows above do not apply to App Store subscriptions.
Coaching packages and digital products
- The coach is the seller. Straton is not a party to the sale.
- Refunds are decided by the coach under the coach’s own refund policy.
- A client cancels through Profile > Billing > Manage in Stripe in the app, or by asking the coach.
- Straton support cannot refund or cancel a payment made to a coach.
Legal rights
Nothing here limits rights that cannot be waived under consumer protection law, for example distance-selling rights in the EU and UK.
How support should handle a refund request
- Identify which of the three payment types it is.
- Coach plan: confirm the charge date and whether it is inside the 5-day or 7-day window, then hand over to the support team to process. Do not promise a refund outside the windows. Those are decided case by case.
- App Store subscription: explain that Apple handles refunds and give the steps above.
- Payment to a coach: direct the client to their coach.
The full terms are in the Terms of Service at straton.fit/legal/terms.