Refund & Cancellation Policy
Last Updated: January 30, 2026
At Stake-It, we want you to be completely satisfied with our services. This policy outlines our approach to refunds, cancellations, and dispute resolution.
1. Subscription Cancellation
1.1 How to Cancel
You can cancel your subscription at any time through:
- Self-Service: Go to Settings → Billing → Cancel Subscription in your dashboard
- Email: Send a cancellation request to support@stake-it.app
- Email: Send a cancellation request to support@stake-it.app
1.2 What Happens When You Cancel
- Your subscription remains active until the end of your current billing period
- You will not be charged for the next billing period
- You retain full access to all features until your subscription expires
- Your data is preserved for 30 days after expiration (you can request an export)
- After 30 days, your data may be permanently deleted
1.3 Reactivation
If you change your mind, you can reactivate your subscription at any time. If within 30 days, your data and settings will be restored.
2. Refund Policy
2.1 Monthly Subscriptions
| Scenario | Refund Eligibility |
|---|---|
| Cancel within first 14 days (new customers) | Full refund |
| Cancel after 14 days | No refund (access continues until period ends) |
| Service outage >24 hours | Prorated credit applied to next bill |
| Billing error (double charge, etc.) | Full refund of erroneous charge |
2.2 Annual Subscriptions
| Scenario | Refund Eligibility |
|---|---|
| Cancel within first 30 days (new customers) | Full refund |
| Cancel within first 90 days | Prorated refund minus 2 months |
| Cancel after 90 days | No refund (access continues until period ends) |
| Downgrade from annual to monthly | Credit applied to monthly subscription |
2.3 Credit Purchases (Email Validation Credits)
If you believe credits were charged in error, please contact us within 7 days of purchase.
3. How to Request a Refund
To request a refund:
- Email support@stake-it.app with subject "Refund Request"
- Include your account email and the reason for your request
- We will respond within 2 business days
- Approved refunds are processed within 5-10 business days
4. Dispute Resolution
4.1 Billing Disputes
If you believe you were charged incorrectly:
- Contact us at support@stake-it.app within 60 days
- Provide details of the charge in question
- We will investigate and respond within 5 business days
- If the dispute is valid, we will issue a refund or credit
4.2 Chargebacks
We encourage you to contact us directly before filing a chargeback with your bank. We're committed to resolving issues quickly and fairly. Filing a chargeback may result in:
- Immediate suspension of your account pending investigation
- Loss of any applicable refund eligibility
- Additional fees if the chargeback is found to be invalid
5. Service Level Commitment
5.1 Uptime Guarantee
We commit to 99.9% uptime for our platform. If we fail to meet this commitment in any calendar month:
- 99.0% - 99.9% uptime: 10% credit on next bill
- 95.0% - 99.0% uptime: 25% credit on next bill
- Below 95.0% uptime: 50% credit on next bill
Scheduled maintenance windows (announced 48+ hours in advance) are excluded from uptime calculations.
5.2 Claiming Service Credits
To claim a service credit, email support@stake-it.app within 30 days of the incident with:
- Your account information
- Date and time of the outage
- Description of the service disruption
6. Special Circumstances
6.1 Restaurant Closure
If your restaurant permanently closes, contact us to discuss prorated refund options for annual subscriptions.
6.2 Natural Disasters / Force Majeure
In the event of documented natural disasters or circumstances beyond your control that prevent you from operating your restaurant, we may offer:
- Subscription pause (up to 3 months)
- Prorated refund consideration
- Plan downgrade without penalty
6.3 Death of Account Holder
In the unfortunate event of an account holder's death, family members or estate representatives may contact us for account closure and potential refunds. Documentation may be required.
7. Promotional Offers and Discounts
- Promotional pricing is valid only for the promotional period
- Refunds on promotional subscriptions will be calculated at the discounted rate paid
- Promotional codes cannot be combined unless explicitly stated
- We reserve the right to modify or discontinue promotions at any time
8. Export Restrictions
Our services are available to customers in the United States. We comply with all applicable export control laws and sanctions. We cannot provide services to:
- Individuals or entities on U.S. sanctions lists
- Countries subject to comprehensive U.S. sanctions
9. Contact Information
For any questions about refunds, cancellations, or billing:
Stake-It Billing Support
Email: support@stake-it.app
10. Policy Updates
We may update this policy from time to time. Material changes will be communicated via email at least 30 days before taking effect. The "Last Updated" date at the top indicates when this policy was last revised.