Refund Policy

1. What this page settles

This page sets out when a payment made on https://www.stopee.com can be refunded and when it cannot, under the rules that apply to cross-border electronic commerce. It sits alongside the Stopee General Terms of Sale and Use, adding to them rather than replacing them.

The service is sold by Stopee Solutions Limited (C 114787), . Billing questions go to [email protected].

2. What you are charged, and in what order

Your first subscription starts with a promotional offer: 48 hours of access for $1.04 incl. tax. After that, a monthly subscription runs with no commitment, at the rate of the plan you picked.

• Monthly plan: $56.84 incl. tax per month.
• Professional plan: $114.84 incl. tax per month.

Cancel inside the promotional window and $1.04 incl. tax is the whole of what you pay. That is the floor, not a deposit: none of these amounts is refundable, because the service counts as fully performed the moment you are able to open your dashboard and use it.

3. What is never refunded

Payments for the following are final:

• the 48 hour promotional offer ($1.04);
• a monthly period that has already begun;
• work carried out or already engaged: printing, postage, AI generation of your cancellation letter, and the postal send itself;
• bank charges, transaction fees and currency conversion costs.

Once a cancellation letter has been handed to the postal operator, the cost of that letter is spent whatever the merchant then decides.

4. You waived the right of withdrawal when you asked us to start straight away

Under Article L.221-25 of the Consumer Code (EU), a customer who asks for immediate performance of a service expressly gives up the right of withdrawal. You made that request when you validated your order, and it is what gets you into your customer account and the letter-sending tool without waiting.

The consequence is direct: once the account is live, or once a file has been validated for sending, no refund follows.

5. Cancelling stops the next charge, it does not undo the last one

You can end the subscription whenever you like from your personal account. It takes effect at the close of the billing period you are in.

A period that has started is owed in full. Nothing is repaid for it, and nothing is repaid for letters already produced or posted.

6. The three cases where a refund is possible

A partial refund may be granted, at the sole discretion of Stopee, in these cases and no others:

1. double billing, established as a technical payment error;
2. a fraudulent transaction, established as made without the authorisation of the cardholder;
3. a serious failure of the service that made it unusable for more than 72 consecutive hours and is attributable to Stopee alone, not to a third party such as the host, the postal operator, the payment provider or the user.

7. How to ask, and how long we take

Email [email protected] and attach the evidence: the duplicate bank line, the transaction reference, the dates and times the service was down. A claim that arrives incomplete or unsupported is refused, and we will tell you what was missing.

Where a refund is agreed in writing, it is paid within 14 business days of the moment customer service approves it, and it goes back to the same payment method you used for the original order. We cannot send it anywhere else.

8. Raising a chargeback instead of writing to us breaks the contract

A bank dispute filed without justification is a breach of this agreement. Stopee will then contest the claim with your card issuer, pass on the bank charges the dispute generates, and close the account permanently.

9. Who to write to about money

Billing Service, Stopee.fr. Email: [email protected].

The team works to GMT+1 (Malta) and replies within 5 to 10 business days at the outside.