Refund Policy

Payments for Business Starter and Business Pro are processed securely by Paddle, acting as our payment processor on our behalf. Your subscription contract is with STRATIFI (STRATIFI GLOBAL LLC, CRN 05586, Office No. 1204, Floor No. 12, Manarat Lusail Tower, Building No. 23, Street No. 318, Area No. 002-Marina Mix, Lusail, Doha - Qatar), not Paddle. STRATIFI is the seller of record, issues your invoice, and decides refund requests under this policy.

This policy applies to Business Starter and Business Pro subscriptions purchased online. Enterprise subscriptions, and any subscription covered by a separate agreement with us, are governed by the refund terms in that agreement.

You are eligible for a full refund of the payment for a billing cycle if both of the following are true:

• (a) You ask within the first 14 days. Your administrator submits a refund request within 14 days of the start of that billing cycle. The billing cycle starts on the date of the payment shown on your Paddle receipt.
• (b) No AI Service has been used. No user in your organisation has used an AI Service since that billing cycle started, and none is used between the time you submit your request and the time we decide it.

This applies to every monthly billing cycle, not only the first. Each cycle is assessed separately, so AI Services used in an earlier cycle do not affect a later one. For the 14-day window, the time you submit your request is the time that counts, not the time we decide it.

An AI Service is any of the following features once it has been run:

• Plan creation: generating a strategy, planning cycle or any part of a plan using STRATIFI's AI generation.
• Plan optimisation: using STRATIFI to regenerate or improve an existing plan.
• Financial analysis and Planning
• Market and Competitor Intelligence
• Policy and regulatory alignment
• Strategy Diagnostics
• Strategy Investment decision

Opening or viewing the screen for a feature is not use. Running it is. It does not matter whether the output is later saved, edited, exported or deleted. Use by any user in your organisation counts.

We apply this condition because STRATIFI includes AI features that incur usage costs from the moment they are used.

1. An administrator opens Billing in admin settings. This tab is visible to administrators only, and only an administrator can request a refund.
2. Select Request refund, enter the reason for your request in the text box (up to 1000 characters), and submit. The reason is required.
3. We confirm receipt by email, and the status of your request is shown in Billing.
4. You are responsible for all use in your organisation during review. We recommend advising users not to run AI features until we decide.

If you cannot access Billing, email support@stratifi.global from your administrator email address. Include your organisation name, account name, your Paddle receipt number, the date of the payment for the billing cycle, and your reason. The time we receive your email counts as the time you submit your request.

We check your request against section 1.3 using the billing and usage records for your account, and we read your reason.

• If you meet both conditions, we approve the refund.
• If you do not, we may still approve it as an exception where your reason shows, for example, a fault in the service, a billing error or a right you have under the law. Otherwise we decline it.

If you are asking for an exception, include evidence that supports your reason, such as screenshots or error logs, with any sensitive or classified information removed. Billing errors under section 1.11, such as being charged twice, are refunded separately and do not need to meet section 1.3.

We tell you the outcome by email within 72 business hours of your request. If we decline it, we give our reasons.

• We refund the full payment for that billing cycle. We instruct Paddle to return the funds to your original payment method on our behalf.
• Your subscription is cancelled and no further charges are taken.
• Your paid access ends 72 hours after we approve your refund. You can use this time to export or save the information and plans you created or uploaded. We recommend doing so before you submit your request.
• The 72 business hours is the time we take to decide. It is separate from the 72 hours you have to export your data. How long the money takes to appear depends on Paddle, your payment method and your bank or card issuer.
• Refunds are for the amount charged for that cycle, including GST/VAT where applicable, less any non-refundable bank / FX fees outside our control. Refunded in original currency; FX differences are borne by card issuer.
• We keep your workspace data for 30 days after your access ends, so you do not need to repeat onboarding if you resubscribe. After that, your company information, user information and plans, whether created or uploaded, are permanently anonymised. Some records, such as transaction records, audit logs and backup copies, are kept as set out in our Privacy Policy.

Your subscription continues. You can cancel at any time, as described in the Cancellation section of our Subscription Terms and Conditions. Your administrator may ask for reconsideration from the Billing tab in admin settings, within 14 days of our decision, with new information. A decision to decline does not limit your rights under section 1.10.

Cancelling stops future billing, and your access continues to the end of the current billing cycle. It does not refund payments already made. To receive a refund, you must also meet section 1.3 or have an exception approved under section 1.6.

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Where the law entitles you to a refund or other remedy, this policy does not prevent it, even if you have used an AI Service.

Customers in some countries, including the EU, EEA and UK, have statutory rights to withdraw from certain digital contracts within a set period. Those rights are not affected.

• If you think you were charged in error, for example twice, contact us and we will investigate and correct it.
• Please contact us before disputing a charge with your bank or card issuer, so we can try to resolve it first. If a charge is disputed (a chargeback) while your refund request is under review, we may close the review and suspend access to your account while we investigate.
• We may decline a request where we have reasonable grounds to believe it is fraudulent or misuses the refund process. If we decline a request on this basis, we will give you our reasons. A genuine claim under the Australian Consumer Law or any other consumer law that applies to you is never treated as misuse.

We may update this policy from time to time. Where we make a material change, we will give reasonable notice by email, an in-product notice, or by updating the "last modified" date on this page. Changes apply to payments made from the date they take effect.

Questions about this policy can be sent to support@stratifi.global.