Refund and Cancellation Policy

1. Free trial

Every STOK Terminal subscription starts with a 14-day free trial. A payment method is required to activate it, but nothing is charged while the trial runs. We email you before the first payment is taken.

If you cancel at any point during the trial, you are never charged and the account simply closes at the end of the trial period.

2. How the subscription renews

If you do not cancel during the trial, the subscription continues on the same plan and at the same price, renewing automatically every month until you cancel it. The price shown at checkout is the amount charged on each renewal, plus the tax applicable in your billing country.

3. Cancellation

You can cancel at any time, without giving a reason and without any cancellation fee. Cancelling stops future payments and takes effect at the end of the billing period you have already paid for.

• You keep full access until that period ends.
• We do not pro-rate or refund the unused part of a period already paid for.
• You can resubscribe later under the terms in force at that time.

4. Refunds

Completed payments are non-refundable, in whole or in part, except where this policy or the law says otherwise. Because the 14-day trial lets you evaluate the full product before any money changes hands, we do not offer a separate money-back period on top of it.

We do refund, on request, in these cases:

• Duplicate charges for the same billing period.
• Charges taken after a cancellation was correctly requested.
• An amount charged that does not match the price shown at checkout.
• A service failure that leaves the product unusable and that we cannot fix in a reasonable time.

5. Your statutory rights

Nothing in this policy limits rights you have by law. Consumers in the EU, the EEA and the UK normally have a 14-day right of withdrawal from the day the contract is concluded — that is, the day you activate your subscription and the trial begins.

When you activate access you are asked to expressly request that the service starts immediately and to acknowledge that, once it has started, you lose that right of withdrawal for the part of the service already provided. That request is what lets us give you the product straight away instead of making you wait out the withdrawal period.

Automatic monthly renewals do not open a new withdrawal period. Where mandatory local law grants you a stronger right than this policy, that law applies.

6. Who processes payments and refunds

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders.

This means Paddle.com sells the subscription to you, issues the invoice and collects any applicable tax. You can manage your subscription, update your payment method, download invoices and request a refund at paddle.net.

Paddle.com applies its own refund policy and may approve a refund at its own discretion, including in cases not listed above. Where its policy and ours differ, the one that gives you more rights prevails.

7. How to ask for a refund or complain

Write to [email protected] with the email address on the account and the date of the charge. We answer billing and refund enquiries within 5 business days and tell you the outcome and the reason for it.

If you are not satisfied with our answer, you can escalate it to Paddle.com through the buyer portal, or use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.

8. Who we are

STOK Terminal is operated by Hesvel Global, S.L.U., Carretera Santa María del Mar, No. 22, Edificio sede Cuevas Blancas, 38111 Santa Cruz de Tenerife, Spain. Contact: [email protected].