This page says how to cancel, how to get a refund and how to withdraw. Stridelong has two possible purchases: the rider's Plus subscription, bought in the app from Apple, and the trainer's console subscription, bought on the website through Stripe. The rules are not the same.
In short
- Plus: Apple collects and refunds. You cancel in your Apple account settings, at least 24 hours before the end of the period. You ask Apple for a refund.
- Console: you cancel at any time from the console's Billing page. Cancellation takes effect at the end of the paid period. The current period is not refunded pro rata, except in the cases listed below.
Plus: cancelling
Plus renews automatically at the end of each period. To stop it: your iPhone's Settings, your name, Subscriptions, Stridelong, then Cancel Subscription; or, in the app, My profile, Manage subscription. Apple asks you to cancel at least 24 hours before the end of the current period. Cancellation takes effect at the end of the period already paid: you keep Plus until then.
If your plan starts with a free trial, cancel at least 24 hours before it ends: you pay nothing.
Cancelling deletes nothing: your workouts stay saved and listed, and Free keeps working. Deleting your Stridelong account does not stop the subscription: cancel it with Apple first.
Plus: getting a refund
Apple collects the price of Plus and applies its own refund rules. We can neither grant nor refuse a refund in Apple's place. To ask for one, use the procedure Apple describes in its media services terms: your Apple account's purchase history, or the page reportaproblem.apple.com. Apple may refuse a refund in cases of fraud or abuse.
If Apple declines and you think the law entitles you to a refund, write to us at support@stridelong.com with the date of the purchase: we look at each request in good faith.
Plus: the right of withdrawal in the European Union
If you are a consumer in the European Union, you can withdraw from your subscription within 14 days after subscribing, without giving a reason. If you asked for Plus to start immediately, you only pay for the part of the service already provided until your request. To withdraw, use Apple's procedure above, or write to us. Where the law excludes this right, for example for digital content whose immediate supply you requested while expressly giving up your right, Apple tells you so at the time of purchase.
Plus: statutory guarantees
If you are a consumer, Plus must conform to what is described throughout the subscription. If it does not, you can ask for it to be brought into conformity, for a price reduction or for the contract to be terminated, under the conditions set by the consumer code. Nothing in our terms limits these rights.
Plus: special cases
- A change of mind after the withdrawal period does not generally give rise to a refund; this never limits your rights if the service is faulty.
- An accepted-track credit or an offer code is not refundable and cannot be converted into money.
Console: cancelling
You cancel at any time from the console's Billing page, "Manage subscription" button, which opens the Stripe portal, then Cancel subscription. Cancellation takes effect at the end of the paid period; the console stays open until then. There is no minimum commitment. If you have a free trial, cancel before it ends to pay nothing.
Console: refunds
The console is sold to professionals: the law gives them no right of withdrawal. Here is what we do:
- Current period. The period already paid is not refunded pro rata when you cancel: you keep the console until it ends.
- Billing error. If we charged you twice, or an amount that is not due, we refund the sum in question as soon as possible, to the payment method used.
- Seats. A seat added or removed during a period is adjusted pro rata on the next invoice, up or down.
- A service that does not work. If the console does not work as described, write to us: we fix it. If we cannot within a reasonable time, you can cancel and we refund the unused part of the current period.
- Your mandatory rights. If the law recognises you as a consumer, or if a local law gives you rights that nobody can waive, this page does not limit them.
- How, and when. A refund is made to the original payment method, through Stripe, with a corrective invoice. How long it takes to arrive depends on your bank.
If you live in Australia
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Nothing on this page limits those rights. For Plus, Apple handles refund requests; if you think a refund is due under the Australian Consumer Law and Apple declines, write to us.
If you live in the United States
US federal law gives no general cooling-off period for a digital subscription. You cancel online at any time, as described above. Plus refunds are handled by Apple. Your state's laws on automatically renewing subscriptions and on consumer protection remain applicable and this page does not limit them.
Writing to us
A question about a refund: support@stridelong.com.