This Refund Policy explains when you may be entitled to a refund for a paid subscription to Stride, operated by The Visionary Platform Ltd (“Stride”, “we”, “us”, “our”). It should be read with our Subscription Terms and Terms of Service. Nothing in this policy affects your statutory rights.
1. Purchases made through an app store
If you bought your subscription through the Apple App Store or Google Play, refunds for that purchase are handled by Apple or Google under their own policies, not by us. To request a refund:
- Apple: request it via Apple’s “Report a Problem” page (reportaproblem.apple.com).
- Google Play: request it through your Google Play account / Order history.
We are happy to help where we can, but we cannot directly issue refunds for app-store purchases.
2. Purchases made directly from us
Where you purchase directly through our payment processor (rather than an app store), the following applies.
2.1 Your 14-day cancellation right (UK consumers)
As a consumer in the UK, you generally have a 14-day cooling-off period to cancel a purchase of digital content and services under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Important: when you start a subscription and ask to access paid features immediately, you are asked to consent to immediate supply and to acknowledge that you lose the 14-day right to cancel once the service has been fully performed / the digital content has begun to be supplied with your consent. If you have not yet started using the paid features, you can cancel within 14 days for a refund.
2.2 After the cooling-off period
Outside the cooling-off period, subscription payments are non-refundable for the remainder of the current billing period, except:
- where the Service is materially defective or not as described and we cannot fix it within a reasonable time; or
- where a refund is required by law.
3. Faulty service
If the Service is faulty or not as described, you may be entitled to a repair, re-performance, or a refund under the Consumer Rights Act 2015. Contact us first and we will try to put it right.
4. Renewals
To avoid being charged for a renewal you don’t want, cancel before the renewal date (see the Subscription Terms). We do not generally refund a renewal charge simply because you forgot to cancel, but tell us promptly and we’ll consider it fairly and in line with your legal rights.
5. How to contact us about a refund
Email support@strideapp.co.uk with your account email and order details. For app-store purchases, please also follow the store process in Section 1.
6. Contact
The Visionary Platform Ltd, trading as Stride 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom Email: support@strideapp.co.uk