Return policy

1. What you buy

Strato is a digital service. A payment buys access for one project for one paid period: a month of 31 days, or a year of twelve such months (372 days).

Access starts as soon as the payment succeeds. If your company still has to be added to Strato, the paid period starts on the day your project goes live; the waiting time is not counted.

2. Automatic payments

When you pay the regular price of a package, Bank of Georgia saves your card with that payment; we keep only its type, the last four digits of its number and its expiry date. You can remove the card at any time on the Billing page; it is then deleted at the bank.

Nothing is charged by itself unless you turn automatic payment on, on the Billing page. With it on, the price of the next period — the same amount you last paid — is charged to that card 2 days before the current period ends. We email you before the charge. You can turn automatic payment off at any time.

An automatic charge follows the same rules as a payment you make yourself: the sections below apply to it unchanged.

With automatic payment off, nothing is charged without you: every payment is one you make yourself on Bank of Georgia’s page.

3. When a payment is not returned

• A paid period — a month or a year — is not refunded once it has started — neither in full nor in part, including when the service was not used.
• Cancelling a project does not end it early and returns no money: the project keeps working until the paid period ends.
• When you switch package, the unused time of the old package is not paid back in money: it is added to the new period.
• If you delete your account, the rest of the paid period is not refunded.

4. When we return the money

• A double charge: the same payment was taken twice.
• A payment taken by mistake: for example, an amount different from the price shown, or a charge for a payment that failed or was cancelled.
• A service we could not provide: for example, we could not add your company and start your project, or the service was unavailable through our fault for a substantial part of the paid period.

For a service we could not provide, we return the whole amount if the paid period never started, and otherwise the part that matches the time the service was not available.

5. How to ask for a refund

• Write to sales@strato.ge or use the Contact page. Give the email address of your account, the date and amount of the payment, and what happened.
• We answer within 5 working days.
• An approved refund goes back to the card the payment was made with. It usually arrives within 10 working days, depending on the bank. We do not refund in cash or to another card.

6. Your rights under the law

This policy does not limit any right the law gives you that cannot be waived.