Refund Policy | Stratos Labs LLC

1. Scope of This Policy

This Refund Policy applies to subscriptions paid for software products sold by Stratos Labs LLC, a Wyoming limited liability company, including our flagship product CharterCRM (available at https://chartercrm.app).

The Site at https://stratoslabs.pro is a corporate informational website and does not itself sell products. All commercial transactions are conducted through the relevant product website, where payment processing is handled by Paddle.

This Refund Policy supplements, and is governed by, the Terms and Conditions applicable to each product.

2. Free Trials

Our products typically offer a 30-day free trial. No payment information is required to start the trial, so no charges are made during it and there is nothing to refund. If you do not subscribe when the trial ends, it simply expires — you will never be charged retroactively for trial usage.

3. How Subscription Billing Works

Subscriptions are billed in advance through Paddle and renew automatically until cancelled. Specific pricing, billing frequency, and seat-based pricing are described on the applicable product website. Seat counts and subscription tiers may be adjusted through the customer billing portal, which shows any applicable proration before you confirm a change.

4. Cancellation and End-of-Period Access

• You may cancel at any time from the billing settings page or the customer billing portal.
• Cancellation takes effect at the end of the current billing period — you retain full access through the period you have already paid for.
• Because access is preserved for the full prepaid period, cancelled periods are not pro-rated and no partial refund is issued for remaining time.

5. Refunds

Subscription fees are non-refundable once a billing period has started, except in the following cases:

• Billing errors. If you are charged incorrectly — a duplicate charge, an amount that does not match your subscription, or a charge after your cancellation took effect — we will correct it and issue a refund in full.
• Rights under applicable law. Nothing in this policy limits any refund right you may have under the law of your jurisdiction.

If you believe a charge falls into either category, follow the process in Section 8 below.

6. Failed Payments and Grace Period

If an automatic renewal payment fails, your organization retains access for a 7-day grace period while the payment is retried. You can update your payment method at any time during this window in the customer billing portal to keep your subscription active without interruption.

7. Disputes and Chargebacks

If you believe a charge is incorrect, please contact us at contact@stratoslabs.pro before initiating a chargeback with your bank. We work to resolve billing disputes directly and promptly. Chargebacks initiated without prior contact may result in suspension of the account pending resolution.

8. Requesting a Refund Review

To request a review of a charge, email contact@stratoslabs.pro with the product name, your organization name, the date and amount of the charge, and the reason for your request. We aim to respond within five (5) business days. Approved refunds are issued to the original payment method through Paddle; depending on your bank, funds may take several additional business days to appear.

9. Changes to This Policy

We may update this Refund Policy from time to time. We will post the updated policy on this page and revise the “Last updated” date. Continued use of our products after the effective date of a revised policy constitutes acceptance of the changes. Material changes affecting existing subscribers will be communicated in advance.

10. Contact

Questions about this policy? Contact us at contact@stratoslabs.pro.