This Policy is entered into between you and STOQ FZ-LLC (FDRK5298, Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates), the provider of the STOQ service (hereinafter referred to as “STOQ” or “we”). This Policy constitutes an integral part of the STOQ Terms and Conditions of Use.

1. General Rule

All payments made for access to STOQ services are final and non-refundable, except as expressly provided for in this Policy or as required by applicable mandatory legislation.

By making payment for any subscription or feature, the User acknowledges that:

• all payments are non-refundable, except as described in this Policy;

• credits, adjustments, or pro-rata refunds shall not be provided unless expressly stipulated below;

• access to the service constitutes full or partial consumption of the digital product from the moment of activation.

2. Immediate Access — EU / EEA / United Kingdom Users

The STOQ platform is a cloud-based software (Software as a Service) designed for the automation of electronic record-keeping of inventory, collectible items, intangible and digital accounting objects, warehouse management, generation of management, warehouse, and analytical reporting, as well as other functions related to the digitalisation of the User’s processes. Access is provided immediately upon payment.

If you are located within the EU, the EEA, or the United Kingdom, you have a statutory right to withdraw from the contract within 14 days from the date of purchase (the “cooling-off period”).

When you subscribe on the STOQ website, you are asked at checkout to request that access start immediately, during the cooling-off period. If you withdraw within the cooling-off period by writing to billing@stoq.global, you will receive a refund of the amount paid, less a proportionate amount for the period in which the Service was provided before you withdrew. For subscriptions purchased through the App Store or Google Play, the withdrawal and refund rules of the respective store apply (see Section 7.2).

For users outside the EU/EEA/United Kingdom, the 14-day rule does not apply under local legislation; all other provisions of this Policy shall remain in full force and effect.

3. Mandatory Refund Cases

3.1. Duplicate Charges

If a duplicate charge has occurred due to a technical error on the part of STOQ, STOQ shall refund the duplicate amount within 10 business days following confirmation of the request.

To submit a request, send an email to billing@stoq.global, specifying:

• the date and amount of both transactions;

• a screenshot or bank statement confirming the duplicate charge.

3.2. Mandatory Statutory Rights

If the mandatory legislation of the jurisdiction in which the User is located grants a right to a refund that cannot be waived by contract, STOQ shall fulfil the corresponding obligation to the extent required by such law. No other rights not provided for in this Policy shall arise.

4. Subscriptions and Billing

All subscriptions are paid in advance and are automatically renewed at the end of each billing period, unless the subscription has been cancelled.

Cancellation of a subscription:

• terminates future charges only;

• does not affect the current paid period — access shall be maintained until its expiry;

• does not entitle the User to a refund for the unused portion of the period;

• at the end of the paid period, the account moves to the free plan; account data is not deleted;

• may be effected at any time through the account settings or, for subscriptions purchased in the App Store or Google Play, through the settings of the respective store.

5. Change of Subscription Plan

STOQ does not issue refunds in connection with a change of subscription plan or an erroneous selection of a plan; however, you may change your plan at any time. An upgrade takes effect immediately, and the cost difference for the remainder of the current billing period is calculated under the rules of the payment channel used (proration by the web payment provider, or the plan-change rules of the App Store or Google Play). A downgrade to a lower paid plan takes effect from the start of the next billing period.

Questions about plan changes may be sent to billing@stoq.global.

6. Cases in Which Refunds Are Not Available

Subject to Sections 2 and 3, refunds shall not be provided, including but not limited to, in the following cases:

• change of mind or dissatisfaction with the service;

• non-use or partial use of the subscription;

• failure to cancel prior to the renewal date;

• technical issues not attributable to STOQ (e.g., the user’s device, third-party services);

• suspension of the account for breach of the STOQ Terms and Conditions of Use;

• misunderstanding of functionality or pricing.

In cases not covered by this Policy, the User may submit a request to the support team at billing@stoq.global.

7. Third-Party Payment Providers

7.1. Direct Payments

Payments made on the STOQ website are processed by Stripe or PayPal, certified third-party payment providers compliant with the PCI DSS standard. STOQ does not store payment card details. STOQ shall not be liable for processing errors, transaction delays, currency conversion discrepancies, or bank fees. Disputes related to payment processing shall be directed to the relevant payment provider. STOQ shall provide reasonable assistance in resolving such disputes.

7.2. Subscriptions Through Third-Party Platforms

If a subscription has been taken out through a third-party platform (the App Store or Google Play), refunds shall be governed by the policy of such platform. STOQ receives only the subscription status and is unable to process refunds for such transactions directly. Refund requests must be directed to the support service of the relevant platform.

7.3. Effect of a Refund

When a refund is granted by STOQ, the payment provider or the store, access to the paid plan ends when the refund is confirmed, without waiting for the end of the billing period, and the account moves to the free plan. Account data is not deleted as a result of the refund.

7.4. Failed Renewal Payments

If a renewal payment fails, access to the paid plan continues during a grace period set by the payment channel. If the payment is not recovered by the end of the grace period, the account moves to the free plan; account data is not deleted.

8. Chargebacks

Prior to initiating a chargeback procedure, the User may submit a written request to STOQ at billing@stoq.global. The request shall be reviewed within 3 (three) business days.

If the User has initiated a chargeback through a bank or payment service:

• STOQ may immediately suspend or terminate access to the account for the duration of the investigation;

• STOQ may provide evidence to the payment operator to dispute the chargeback;

• the account may be permanently restricted if the chargeback is found to be unsubstantiated.

9. Guests and Team Members

Depending on the subscription plan, the account holder may invite a guest (Solo plan) or team members (Team and Max plans). Guests and team members do not have access to payment, subscription or billing settings. Any action related to the subscription or payment shall be carried out exclusively by the account holder.

Refund matters related to a subscription shall be governed by Section 3 of this Policy.

10. Data and Refunds

Refund requests, where applicable, shall not affect:

• the right of STOQ to retain data as required by law or for audit purposes;

• logs, analytics, and audit records;

• data processing obligations under the STOQ Privacy Policy.

Upon deletion of an account, personal data shall be deleted in accordance with the STOQ Privacy Policy. Billing records shall be retained for the period prescribed by applicable tax legislation (generally 5 to 7 years).

11. Termination of Service on Sanctions Grounds

Termination or restriction of service on sanctions grounds shall not constitute a breach of obligations on the part of STOQ. In the event of compulsory termination of access on sanctions grounds, STOQ shall refund the cost of the unused portion of the Subscription period, unless otherwise prohibited by applicable sanctions legislation.

12. Amendments to the Policy

STOQ reserves the right to amend this Policy at any time. In the event of material changes, the User shall be notified by email no less than 14 (fourteen) days prior to the effective date of the revised version. Continued use of STOQ after the effective date of the updated Policy shall constitute acceptance of the new terms. The current version is available on the official STOQ website.

13. Contact Information

For all enquiries relating to refunds, please contact the appropriate address:

Billing and Refunds: billing@stoq.global

Legal Enquiries: legal@stoq.global