Refund Policy

1. Free Plan and Paid Plans

Free Plan. The Free Plan is Stello's free trial: it allows you to try the service with the limitations of the free plan, without a credit card and without expiration. The Free Plan does not include all features of paid plans and does not automatically convert to a subscription.

Paid Plans. Base, Starter and Pro plans are activated with immediate payment via Paddle. Paid plans unlock additional features and are billed upon activation.

2. 14-Day Refund Window

The Customer may request a full refund of a payment for a paid plan within 14 (fourteen) calendar days from the date of the relevant charge. The 14-day window starts on the date Paddle confirms the payment and applies both to the initial payment and to each renewal payment.

To request a refund, the Customer must email ciao@stello.it within the 14-day window and include:

- the email address associated with the Stello account; - the purchased plan; - the payment date; - the Paddle transaction or receipt number, if available.

An approved refund is processed through Paddle to the original payment method. The time it takes for the amount to appear depends on Paddle, the bank, and the payment network.

After the 14-day window expires, payments are non-refundable, in whole or in part, except where mandatorily required by applicable law or under the exceptions in this Policy.

3. Subscription Cancellation

The User may cancel the subscription at any time from their account settings or through tools provided by Paddle.

Cancellation:

- prevents the next subscription renewal; - does not automatically create a refund; to receive one, the Customer must submit a request using the procedure and within the deadline in section 2; - leaves plan features active until the end of the paid billing period, except in case of suspension for breach of Terms; - at the end of the paid period, returns the account to the Free Plan with its limits and features.

If a refund is approved, access to the refunded plan features may end when the refund is processed.

4. Downgrade and Non-Payment

Downgrade to a lower plan or to the Free Plan takes effect from the next billing cycle, unless otherwise indicated in the account area or Paddle flow.

No refunds are provided for the price difference between the current plan and the new plan during the current billing period, without prejudice to the right to request a refund within the window in section 2.

In case of non-payment, refused payment, chargeback, invalid payment method or other payment error, Stello may suspend or limit access to paid features and return the account to the Free Plan, within limits permitted by law and according to the status communicated by Paddle.

5. Paddle's Role

Payments are managed by Paddle.com Market Limited, which acts as Merchant of Record. Paddle manages payment flow, applicable VAT/taxes, receipts, invoices, payment methods, refunds, disputes and chargebacks according to its own terms and processes.

Stello does not store payment card data and does not control the outcome of bank authorizations, payment method refusals, fraud checks or payment network decisions.

6. Exceptions After the 14-Day Window

After the 14-day window expires, Stello may evaluate, at its sole discretion and without creating an obligation for future cases, a full or partial refund in the following cases:

- technical billing error clearly attributable to Stello; - duplicate charge not corrected via Paddle; - serious and prolonged service failure directly attributable to Stello; - a specific request evaluated as a gesture of commercial goodwill.

Discretionary refunds do not extend the ordinary 14-day window for future cases.

7. Exclusions After the 14-Day Window

The following exclusions apply to requests submitted after the 14-day window expires and do not limit the refund right in section 2:

- breach of the Terms and Conditions of Service by the User; - suspension or closure of the account for fraudulent, abusive, illegal or contrary-to-Terms use; - failure to use the Service during the subscription period; - dissatisfaction with AI-generated content, translations, reports or suggestions, which are support tools and must be verified by the User; - errors, omissions or inaccurate information entered by the User in the menu; - failure by the User to verify allergens, ingredients, prices, photos, translations or product availability; - interruptions, delays, payment refusals or malfunctions caused by third parties; - damages, losses, claims or penalties arising from menu content published by the User.

8. How to Request a Refund

To request a refund within the 14-day window, the Customer must email ciao@stello.it within 14 calendar days from the date Paddle confirms the relevant payment. The request must include the email address associated with the Stello account and, if available, the Paddle transaction or receipt number.

For other payment or cancellation requests:

Owner: Kirill Minyaev Email: ciao@stello.it PEC: k.minyaev@pec.it Address: Via Gregorio VII 58, 00165 Roma (RM), Italy VAT Number: IT17516761008