Refund & Cancellation Policy
Last updated: July 7, 2026
Stellarnet is a B2B software service purchased by organizations. This policy explains how cancellations and refunds work for each plan type. It forms part of our Terms of Service.
1. General Position — No Refunds
Except where expressly stated below or required by applicable law, all fees are non-refundable once charged. As an organizational buyer you are expected to evaluate the Service (including via a small pay-per-test drive) before committing to a subscription.
2. Pay-Per-Test Purchases
- Pay-per-test fees are charged when you create the order and are non-refundable once the assessment window has opened for any candidate.
- If a documented platform fault on our side prevents an entire drive from running, we will, at our discretion, re-run the drive at no charge or issue account credit equal to the affected amount.
- Unused candidate seats within a purchased drive are not refunded.
3. Monthly Subscriptions
- Cancel anytime from your billing settings or by emailing support; cancellation stops the next renewal.
- The current billing period remains active until its end date. No pro-rata refunds are issued for partial months.
4. Yearly Subscriptions
- Yearly plans are discounted in exchange for the annual commitment and are non-refundable after the first charge.
- Cancellation stops renewal at the end of the annual term; access continues until then.
5. Credit-Only Discretion
Where we determine, in our sole discretion, that a service issue merits compensation, remediation will be provided as service credit applied to future invoices — not as a cash refund, except where a cash refund is required by law.
6. Duplicate or Erroneous Charges
Verified duplicate payments or charges made in error by our payment system will be refunded in full to the original payment method within 7–10 business days of verification. Contact us with the payment reference ID.
7. Chargebacks
Please contact us before initiating a chargeback — most billing issues are resolved within two business days. Tenants with active payment disputes may be suspended until the dispute is resolved.
8. How to Cancel or Raise a Billing Issue
Email hello@stellarnettech.com from your organization’s admin email with your Tenant domain and payment reference. We acknowledge billing requests within 2 business days.