Refund Policy

This policy explains when STR Squad LLC (“we,” “us,” or “our”) issues refunds, and how to ask for one. It applies to every paid level of STR Squad and forms part of our Terms of Service.

The short version: we would rather you find out STR Squad is wrong for you before you pay us than argue about it afterward. That is what the free trial is for.

Start Free — 14-Day Trial

Operator, Agency, and Fleet start with a guided onboarding engagement instead of a self-serve trial, so we can map your portfolio, channels, and connected systems before you commit. Pricing and scope are agreed in writing before any charge.

Monthly Subscriptions

Monthly plans are billed in advance and are not refundable, in whole or in part, once the billing period has begun.

• Cancel any time from your account settings — no cancellation fee, no exit fee.
• Cancellation takes effect at the end of your current billing period.
• You keep full access until that period ends. Partial months are not prorated or refunded.
• We do not auto-charge you again after you cancel.

Annual Prepay

After that 30-day window, annual prepayments are committed and non-refundable for the remainder of the term. You may still cancel at any time — cancellation stops the next renewal and you keep access through the end of the term you paid for.

Annual billing carries two months free relative to month-to-month. If an annual term is refunded inside the 30-day window and you had already received discounted months or a waived setup fee, we refund the amount you actually paid.

One-Time Setup Fees

Operator, Agency, and Fleet carry a one-time setup fee that covers a white-glove onboarding engagement — portfolio mapping, channel and system connection, configuration, and handover. Annual prepay waives it.

• Before onboarding begins — fully refundable, no questions asked.
• Once onboarding has begun — non-refundable. The fee pays for work that has already been performed for you.
• Onboarding is treated as begun at the first scheduled working session, or the first connected system we configure on your behalf, whichever comes first.

If we cannot complete onboarding for a reason within our control, we refund the setup fee in full regardless of how far along the engagement is.

Additional Connected Systems and Other Charges

Additional connected systems beyond the count included in your level are billed as a recurring monthly add-on and follow the refund treatment of the plan they attach to — monthly add-ons are non-refundable once the period begins, annual add-ons fall inside the same 30-day window as the annual term.

Enterprise and white-label licensing are governed by the refund and termination terms of the signed agreement between us, which control over this page where they conflict.

Exceptions

Refunds are not available where:

• We terminate or suspend your account for a breach of the Terms of Service, including the acceptable-use restrictions.
• The charge is more than 30 days old and falls outside a window described above.
• A refund is being requested repeatedly on the same account in a pattern that indicates abuse of this policy.

Nothing in this policy limits any refund or cancellation right you have under applicable consumer-protection law. Where such a law gives you a stronger right than this page does, that law governs.

How to Request a Refund

1. Email support@strsquad.com from the address on the account, with your account name and the charge you are asking about.
2. We confirm the outcome within 1–2 business days.
3. Approved refunds are issued to the original payment method through Stripe. Most appear within 5–10 business days, depending on your bank.

You do not need to justify the request inside a stated window — if it qualifies, we process it.

Your Data If You Leave

A refund or cancellation does not put your data out of reach. Your properties, bookings, guest history, and financial records are exportable as CSV and JSON, and through our API, for as long as your account is active and for a reasonable grace period after it closes. There is no exit fee and no charge to take your data with you.

See the Privacy Policy for how long we retain data after an account closes, and how to request deletion.

Questions

Billing and refund questions: support@strsquad.com. Still deciding? The pricing page lays out every level and what is included at each one.

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