Refund & Cancellation Policy
How cancellations and refunds work at AiSU Strata — written plainly, governed by Finnish law.
1. The short version
You can cancel your AiSU Strata subscription at any time, with no fee. If you're an individual consumer purchasing online, you have a 14-day right to withdraw and receive a full refund under EU and Finnish law. Outside that window, refunds are issued when something goes wrong on our side — billing errors, duplicate charges, or service outages that exceed our SLA. We don't refund change of mind after the withdrawal window, but you can always cancel future renewals.
2. Cancelling your subscription
Cancel from your account settings or by emailing billing@aisuai.com. Your access continues until the end of your current billing period, and you won't be charged again. We don't issue partial-month refunds on cancellation — your subscription simply doesn't renew.
3. Your 14-day right of withdrawal (EU consumers)
If you're an individual purchasing AiSU Strata for personal use, you have 14 days from your purchase date to withdraw and receive a full refund — no reason required. This right applies under the Finnish Consumer Protection Act and EU distance-selling regulations. It does not apply to business customers or Enterprise customers (whose terms are governed by your Order Form). To exercise this right, email billing@aisuai.com within 14 days of purchase with your name, account information, and a clear statement that you wish to withdraw. We'll process your refund to your original payment method within 14 calendar days.
4. When we'll refund you outside the withdrawal window
Service outages beyond our SLA: if AiSU Strata is unavailable longer than our SLA permits, you may be eligible for a refund or service credit — email billing@aisuai.com with documentation. Billing errors: if you're charged the wrong amount or on the wrong frequency, we'll refund the difference within 14 business days. Duplicate charges: if your payment method is charged twice for the same billing period, we'll refund the duplicate within 14 business days.
5. When we won't issue a refund
Change of mind, after the 14-day consumer withdrawal window (where applicable) — we encourage trying the demo and free trial before subscribing. Dissatisfaction with specific features or performance — but please tell us first; we may have a workaround or a roadmap item that fixes it. Accounts terminated for violations of our Acceptable Use Policy (see Terms of Service §7.2).
6. How to request a refund
Email billing@aisuai.com with: your name and account email, customer account ID (in your account settings), the billing period or date of charge in question, a brief reason, and any supporting documentation (e.g. SLA outage evidence, billing screenshot). We aim to review within 3–5 business days and process approved refunds within 14 business days. Refunds go to the original payment method via Stripe; depending on your bank, funds may take a few additional days to appear.
7. Currency, VAT, Enterprise, and updates
Refunds are issued in the original currency charged. If your invoice included VAT, your refund includes the VAT component. B2B customers may be able to recover VAT through their own tax procedures — consult your tax advisor. Enterprise customers with custom Order Forms: refund terms are defined in your Order Form; contact your Account Manager for inquiries. This policy is governed by Finnish law and EU regulations. We may update it from time to time — material changes will be posted on this page with an updated effective date.