Refund Policy

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), which is the owner of the STOQ service (hereinafter referred to as “STOQ” or “we”). This Policy constitutes an integral part of the STOQ Platform Terms 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”).

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, the Company 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. Purchase by a Minor Without Parental Consent

STOQ is available to users of any age. A subscription must be taken out by a parent or legal guardian on behalf of a minor. If a subscription has been taken out by a minor without parental consent, STOQ shall issue a refund subject to the following conditions:

• the request is submitted within 14 days from the date of the charge;

• proof of the user’s minor age is provided (e.g., date of birth);

• the service has not been actively used following payment.

Requests shall be sent to billing@stoq.global. STOQ shall respond within 5 business days.

3.3. 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. STOQ shall send a renewal reminder to the registered email address no less than 7 days prior to the date of each charge.

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;

• may be effected at any time through the account settings.

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, if you have selected the wrong plan, you may switch to a different plan at any time. The difference in cost shall be calculated on a pro-rata basis for the remainder of the current subscription period.

To request a plan change, contact billing@stoq.global within 3 business days from the date of the original charge.

6. Cases in Which Refunds Are Not Available

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 Platform Terms 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 directly through STOQ are processed by 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 (a mobile application store, web marketplace, or other distributor), refunds shall be governed by the policy of such platform. STOQ does not have access to the data relating to such transactions and is unable to process refunds for such transactions directly. Refund requests must be directed to the support service of the relevant platform.

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. Additional Profiles

The account holder may create additional profiles within their Subscription in accordance with the terms of the selected subscription plan. Additional profiles 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 additional profiles shall be governed by Section 3 of this Policy. Clause 3.2 shall apply if the Subscription was taken out by a minor without the consent of the account holder.

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