This Refund & Cancellation Policy explains how refunds, chargebacks, and subscription cancellations are handled on the StesPay platform (the "Platform"). StesPay operates as a technical facilitator that connects merchants (the "Merchant") to Stripe's payment infrastructure via Stripe Connect.
1. Nature of the Refund
- StesPay does not directly hold or custody end-customer funds. Payments are processed by Stripe Inc. and settled to the Merchant's connected Stripe account.
- All refunds are issued by the Merchant to the end customer through Stripe. The Merchant is solely responsible for defining and honoring its own refund terms with its customers.
2. Merchant Refund Obligations
- Each Merchant must publish a clear refund policy on its own website before accepting payments through the Platform.
- Refund requests from end customers must be handled by the Merchant within a reasonable timeframe and in accordance with applicable consumer-protection laws in the customer's jurisdiction.
- Refunds can be issued as full or partial refunds from the Merchant's StesPay dashboard or directly from the Stripe dashboard.
3. Platform Fees on Refunded Transactions
- The per-transaction commission charged by the Platform (Starter 5.5% + $0.40 USD, Growth 4.5% + $0.40 USD, Professional 3.5% + $0.40 USD) corresponds to the technical infrastructure and integration service already provided at the moment the transaction was successfully processed. All plans have a $0/month subscription, so there are no monthly subscription refunds to consider.
- When a Merchant issues a refund, the gross amount charged to the end customer is returned. Stripe processing fees and the Platform commission on that transaction are non-refundable, in line with standard industry practice.
- Monthly subscription fees for the Growth and Professional plans are non-refundable. If the Merchant cancels or downgrades a paid plan, the change takes effect at the end of the current billing period and no partial refund is issued for the remaining days.
4. Chargebacks and Disputes
- End customers may open a chargeback or dispute through their card issuer. Chargebacks are handled by Stripe and are the sole financial responsibility of the Merchant, including any dispute fees charged by Stripe.
- The Platform will assist the Merchant by making transaction data and webhook logs available inside the dashboard so the Merchant can respond to the dispute within Stripe's response window.
- Merchants with a chargeback ratio above 1% may be suspended, as described in the Terms and Conditions.
5. Subscription Cancellations
- End customers can cancel their subscriptions at any time. When the Merchant cancels a subscription from the StesPay dashboard, the cancellation is applied with cancel_at_period_end: the customer retains access until the end of the current paid period and is not charged again.
- No pro-rated refund is issued automatically for the current billing period; the Merchant may choose to issue a manual refund in accordance with its own refund policy.
- Cancellation of a subscription does not delete historical transaction data; it only stops future recurring charges.
6. Cancellation of the Merchant Account
- Merchants can request the cancellation of their StesPay account at any time by contacting info@stespay.com.
- Upon cancellation, API keys are revoked and no further transactions can be processed through the Platform. Historical transaction and invoicing data is retained for the periods required by applicable tax and anti-money-laundering regulations.
- Any active subscriptions created by the Merchant remain under the Merchant's Stripe Connect account and must be managed directly with Stripe after account cancellation.
7. Contact
For any question about refunds, cancellations or disputes, contact us at info@stespay.com.