---
{
  "title": "Refunds and cancellation",
  "seo": {
    "description": "There are three different kinds of payment in Straton. Each has its own refund route. Work out which one applies before answering."
  },
  "sidebar": {
    "label": "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

1. Identify which of the three payment types it is.
2. **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.
3. **App Store subscription**: explain that Apple handles refunds and give the
   steps above.
4. **Payment to a coach**: direct the client to their coach.

The full terms are in the Terms of Service at `straton.fit/legal/terms`.