Cancellation and Refund Policy

Checkout must show the product or plan, currency, total price, billing period, whether renewal is automatic and any trial conversion before you confirm. Review those details and correct mistakes before paying.

• You may cancel future renewal at any time through the available billing or support route.
• Normal cancellation takes effect at the end of the paid period; access continues until then.
• We refund duplicate charges, confirmed billing errors and payments taken after an effective cancellation.
• For another refund request, contact us promptly with the account, payment date, amount and reference. We assess service use, the disclosed terms and mandatory law and reply with a reasoned decision.

Deleting an account is separate from cancelling renewal. Cancel recurring billing first, then use the account-deletion process.

The store processes purchases made through it. Manage or cancel the subscription in the relevant Apple or Google account and request a refund through that store where its rules require. Stem will honour valid receipts, restored entitlements and a store-approved refund or revocation.

The product page or quotation must state the item, compatibility, price, delivery terms and warranty before purchase. Inspect an order promptly and contact us if it is missing, damaged, defective or different from what was ordered.

Do not continue using a product you intend to return beyond what is reasonably necessary to inspect it. Keep accessories, packaging and proof of purchase where practicable. Stem pays reasonable return costs for a confirmed defect or incorrect item; otherwise agreed return costs may be deducted where law permits.

Mobile-money refunds may require manual verification. We confirm the receiving number and transaction reference before sending funds and provide the refund reference after processing. Bank, mobile network or app-store settlement time is outside Stem’s control, but we will tell you when Stem has completed its part.

Nothing in this policy removes rights for defective or misdescribed goods, unauthorised payments, electronic transactions or other rights that applicable law does not allow us to exclude. Where mandatory law provides a cancellation period or remedy, that rule prevails.

Contact us with your account or order name, payment date, amount, payment route, transaction reference, the outcome you want and enough detail to investigate. Do not send a password, PIN or payment-card security code.