Refund & Cancellation Policy

Cancel any time at no cost. Consumers buying online get 14 days to change their mind. Beyond that we refund our own mistakes — and this page says plainly which those are.

The “In short” line under each heading is a plain-language summary to help you read quickly. The paragraphs underneath are the definitive version.

The short version

In shortCancel whenever. Consumers get 14 days. We refund our own mistakes.

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.

Cancelling your subscription

In shortFrom account settings or one email. Access runs to the end of the period you paid for.

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.

Your 14-day right of withdrawal

In shortIndividual consumers buying online. Not business or Enterprise customers.

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.

When we will refund you outside that window

In shortThree cases, all of them our fault rather than yours.

Service outage beyond our SLARefund or creditIf AiSU Strata is unavailable for longer than our SLA permits, you may be eligible for a refund or a service credit. Email us with documentation.

Billing errorWithin 14 business daysCharged the wrong amount, or on the wrong frequency — we refund the difference.

Duplicate chargeWithin 14 business daysYour payment method charged twice for the same billing period — we refund the duplicate.

All three start with an email to billing@aisuai.com. Include whatever evidence you have — an outage timestamp, a screenshot of the charge.

When we will not issue a refund

In shortChange of mind after the window, dissatisfaction we have not been told about, and accounts closed for breach.

Change of mind

After the 14-day consumer withdrawal window, where that window applied. Try the demo and the free trial before subscribing — both exist for exactly this.

Dissatisfaction with a feature or with performance

Please tell us first. There is often a workaround, or a roadmap item that fixes it, and we would rather hear it than lose you quietly.

Accounts terminated for breach

Where an account is closed for violating our Acceptable Use Policy — see Terms of Service §7.2.

How to request a refund

In shortFive things in one email. Reviewed in 3–5 days, paid within 14.

Email billing@aisuai.com with

1Your name and account email

2Your customer account IDYou will find it in your account settings.

3The billing period or date of the charge

4A brief reason

5Any supporting documentationSLA outage evidence, a billing screenshot — whatever applies.

We review within3–5 business days

Approved refunds paid within14 business days

Refunds go back to the original payment method via Stripe. Depending on your bank, the funds may take a few additional days to appear.

Currency, VAT and Enterprise

In shortSame currency you were charged in, VAT included, Order Form terms take precedence.

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.

Governing law and updates

In shortFinnish law and EU regulation. Material changes get a new effective date on this page.

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.