Refund Policy
Last updated: July 15, 2026
This Refund Policy explains how cancellations and refunds work for paid Straider.ai subscriptions. Straider.ai is operated under the Straider.ai brand.
Merchant of Record
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides customer service inquiries and handles returns related to payments processed through Paddle.
Free trials
If your plan includes a free trial, you will not be charged until the trial ends. Cancel before the trial ends and you will not be billed. You can cancel from your tenant dashboard under Billing, or by contacting us using the details below.
30-day money-back guarantee
For new paid subscriptions, we offer a 30-day money-back guarantee from the date of your first successful paid charge. If you are not satisfied, request a refund within that period and we will work with Paddle to process it, subject to this policy and applicable law.
How to request a refund
To request a refund or raise a billing issue, contact us at support@straider.ai or +27 87 292 2101, and include:
- The email address used for the purchase
- Your Straider.ai organization or subdomain
- The Paddle transaction or order ID if available
- A brief reason for the request
You may also contact Paddle support directly for payment-related inquiries at paddle.net.
Cancellations
You may cancel your subscription at any time from Billing in your dashboard. Cancellation stops future renewals. Unless a refund is approved under this policy, you keep access through the end of the current paid billing period, and amounts already charged for that period are generally non-refundable after the 30-day guarantee window.
What is not refundable
Refunds may be declined where, for example:
- The request is made more than 30 days after the first paid charge (or outside any longer period required by mandatory local law)
- The account was used in breach of our Terms of Service
- The charge relates to a renewal after the initial guarantee period, except where required by law or agreed case by case
Processing time
Once approved, refunds are processed by Paddle to the original payment method. Timing depends on Paddle and your bank or card issuer, and often takes several business days.
Changes
We may update this Refund Policy from time to time. The "Last updated" date above will be revised when we do. Material changes apply to purchases made after the update is published.
Contact
Billing and refund questions: support@straider.ai · +27 87 292 2101