Refund policy

For the legal version of this article, read Stape’s Terms of Use.

When you can get a full refund

The window depends on whether your container or gateway has been used in the current billing cycle.

On a monthly plan:

• Within 3 days of the start of the new billing cycle, even if your container has received requests.
• Within 14 days of the start of the new billing cycle, if your container hasn’t been used (no real traffic in that cycle).

On a yearly plan:

• Within 30 days of the start of the new billing cycle, even if your container has received requests.
• Within 60 days of the start of the new billing cycle, if your container has not been used.

The time counting starts at the most recent payment, not at when you first signed up. Each renewal opens a new window.

When you can get a partial refund

If you're outside the full-refund window but still want some of your money back, you can ask for a partial refund.

• Monthly plan: partial refund after 14 days from the start of the billing cycle, if the container has been used normally.
• Yearly plan: partial refund after 30 days from the start of the billing cycle, if the container has been used normally.

The partial amount is based on the unused portion of the cycle. Support calculates it when they process the request and tells you the exact amount before refunding.

What you can get refunded

• The last payment on a subscription, in full or in part depending on the windows above.
• A charge from an auto-upgrade you didn't want - same windows apply, counted from the auto-upgrade charge. 
• A payment for the wrong plan - handled case by case. See I paid for the wrong plan, what should i do?.

Refunds and auto-upgrade

If auto-upgrade upgraded your container/Signals gateway to a higher plan and the resulting charge was larger than you expected, the same windows apply, counted from the auto-upgrade charge.

Refunding an auto-upgrade will result in the container being paused. If you’re on a Business plan and higher, a grace period will activate.

To prevent this in the future, turn off auto-upgrade in the container/gateway’s Subscription tab. For more information read How to use subscription auto‑upgrade.

How to ask for a refund

1. Email support@stape.io or submit a request.

2. Tell support:

• Your Stape account email or ID
• The container or gateway name (or ID) the payment relates to
• The date and amount of the payment you want refunded
• Whether you want a full or partial refund (or that you'd like support to tell you which is possible)
• A short reason for the refund - wrong plan, didn't intend to renew, auto-upgrade, changed my mind, etc.

3. Wait for support to confirm. They'll check the request against this policy, confirm the amount, and process it.

How long the refund takes

Once the support team approves the refund, the money is returned to the card you originally paid with. Bank refunds usually take up to 10 business days to arrive, depending on your bank.

If you don't see the money after 10 business days, reply to the same support thread with the date support confirmed the refund. Support team can check the status with the finance team.

Refund vs. Stape balance credit

• Refund - money goes back to your card.
• Stape balance credit - money stays on your Stape account and is applied to your next invoice automatically. Used mainly for downgrades.

You usually get a refund for cases like "I paid by mistake" or "I want to cancel and get my money back." You usually get a balance credit when you're moving to a lower plan and continuing to use Stape.

For yearly downgrades, you can ask for a card refund instead of a balance credit - see How to downgrade a plan.