Stride

Refund Policy

Last Updated: November 8, 2024

This Refund Policy explains how cancellations and refunds work for Stride subscriptions. We want to be transparent and fair.

1. Free Trial

30-Day Free Trial

All new users get a 30-day free trial with full access to all features:

  • Full access to all features
  • You can cancel anytime during the trial
  • No charges if you cancel before the trial ends

After Your Trial

When your trial ends:

  • You'll be reminded before the trial expires
  • You can choose to subscribe for $39/month or $390/year
  • If you don't subscribe, your account enters a 90-day grace period (read-only access)

2. Subscription Pricing

Pricing

  • $39 per month (billed monthly) or $390 per year (billed annually)
  • Automatic renewal unless you cancel
  • You can cancel anytime

What's Included

  • Complete client & dog management
  • Appointment scheduling & calendar
  • Invoice generation & payment tracking
  • Email & SMS appointment reminders
  • Google Calendar integration
  • Monthly business reports
  • PDF & data export

3. Cancellation Policy

How to Cancel

You can cancel your subscription at any time:

  1. Go to Dashboard > Settings > Billing
  2. Click "Cancel Subscription"
  3. Confirm your cancellation

What Happens After Cancellation

When you cancel:

  • Immediate effect: Your subscription will not renew
  • Access until end of period: You keep full access until the end of your current billing period
  • No refunds: We don't refund partial months (see below)
  • 90-day grace period: After your subscription ends, you get 90 days of read-only access
  • Data export: You can export your data during the grace period
  • Automatic deletion: After 90 days, your data is permanently deleted

4. Refund Policy

No Partial Period Refunds

We don't offer refunds for partial billing periods. Here's why:

  • You get a 30-day free trial to try it risk-free
  • When you cancel, you keep access until the end of your billing period

Example

If you subscribe on January 1st, then cancel on January 15th:

  • You're charged $39 for January
  • You keep access until January 31st
  • No refund for the unused half of January
  • No charge for February (subscription canceled)
  • You get read-only access until May 1st (90-day grace period)

Exceptions (Discretionary Refunds)

We may issue refunds in exceptional circumstances:

  • Billing errors or duplicate charges
  • Significant service outages preventing use
  • Fraudulent charges
  • Other exceptional cases at our discretion

To request an exception, contact us at nick@stride.dog with details of your situation.

5. Payment Issues

Failed Payments

If your payment fails:

  • We'll notify you by email
  • We'll retry the payment
  • You have a short grace period to update your payment method
  • If payment continues to fail, your subscription will be canceled
  • You'll enter the 90-day read-only period

Updating Payment Method

Update your payment method anytime:

  1. Go to Dashboard > Settings > Billing
  2. Click "Update Payment Method"
  3. Enter your new card details (processed securely by Stripe)

6. Price Changes

We may change our pricing in the future:

  • We'll notify you at least 30 days before any price increase
  • You can cancel before the increase takes effect
  • If you don't cancel, you accept the new price
  • Existing subscribers may be grandfathered at current prices (at our discretion)

7. Reactivating Your Account

During Grace Period (90 days)

If your subscription expired and you're in the 90-day grace period:

  • You can reactivate your subscription anytime
  • All your data is still there
  • You'll immediately regain full access

After Data Deletion

If more than 90 days have passed:

  • Your data has been permanently deleted
  • You can create a new account
  • You'll need to start fresh (we can't recover deleted data)

8. Chargebacks

Please contact us before initiating a chargeback.

If you dispute a charge with your bank:

  • Your account will be immediately suspended
  • Chargebacks cost us significant fees
  • We're happy to work with you directly to resolve any billing issues
  • Fraudulent chargebacks may result in permanent account termination

9. EU Consumer Rights

If you're in the European Union, you have additional rights:

14-Day Withdrawal Right

  • You can cancel within 14 days of subscribing for a full refund
  • This right may be waived if you've fully used the service during this period
  • To exercise this right, email nick@stride.dog

Faulty Service

  • If Stride doesn't work as described, you may be entitled to a refund
  • Contact us to report issues and we'll work to resolve them

10. Contact Us

Questions about refunds, cancellations, or billing?

For billing issues, please include:

  • Your account email
  • Description of the issue
  • Date and amount of the charge (if applicable)

We want you to have a great experience with Stride. If you have any concerns about billing or cancellation, please reach out!