1. Scope of Policy

This Refund Policy governs all payments, subscription charges, and billing disputes relating to the EDGE software service (“EDGE”, the “Service”). EDGE is a commercial business-to-business (B2B) software platform delivered exclusively through online access and subscription licensing.

By purchasing, activating, or using EDGE, the customer (“Customer”, “you”) agrees to this Refund Policy.

This Policy is incorporated into and forms part of the EDGE Terms and Conditions.

1.1 Purchase Authorization and Acceptance

By completing a purchase, the Customer expressly acknowledges and agrees that:

1. the subscription will automatically renew unless canceled before the renewal date;
2. EDGE is a digital service that begins immediately upon activation;
3. fees are non-refundable except as expressly stated in this Policy; and
4. the Customer authorizes the payment processor to charge the selected payment method on a recurring basis.

The Customer confirms that these terms were presented prior to checkout and accepted as a condition of purchase.

2. Digital Service Nature (Non-Returnable Access)

EDGE is a cloud-based digital software service. No physical goods are delivered.

Because access to the software, pattern database, and computing resources is granted immediately upon account activation:

• the Service cannot be returned;
• usage cannot be reversed;
• consumed resources cannot be restored; and
• access rights cannot be “unused.”

Accordingly, fees paid for access to EDGE are generally non-refundable once access has been provisioned.

For purposes of billing and refund eligibility, the Service is deemed delivered and commenced at the earliest occurrence of any of the following: account activation, first login, first data request, first pattern access, or first interaction with EDGE processing systems.

3. Free Trials

If a free trial is offered, it is provided solely for evaluation purposes.

Once the Customer converts to a paid subscription or the trial automatically converts to a paid plan:

• the billing is final; and
• charges are non-refundable.

Failure to cancel before the end of a trial period does not constitute grounds for a refund.

4. Subscription Billing and Automatic Renewal

EDGE is sold as a recurring subscription (monthly or yearly depending on the selected plan).

By purchasing a subscription, the Customer authorizes:

• recurring automatic billing; and
• renewal at the end of each billing cycle.

Subscriptions renew automatically unless canceled before the renewal date.

The Customer is responsible for monitoring billing dates and managing subscription status through the account portal.

To prevent renewal charges, cancellation must be completed before the start of the next billing cycle. Requests made after a renewal charge has been processed will apply only to subsequent billing periods.

Charges processed at renewal are final and non-refundable except where required by law.

The charge will appear on the Customer’s billing statement under a descriptor designated by EDGE or its authorized payment processor. Failure to recognize the descriptor does not constitute unauthorized billing.

5. Non-Refundable Fees

The following payments are strictly non-refundable:

• subscription access fees after activation
• renewal charges
• add-on feature fees (including feature upgrades)
• usage-based or consumption-based services
• taxes, currency conversion fees, and banking fees
• previously provided promotional or discounted billing periods
• partial billing periods
• unused time remaining in a billing cycle

Non-use of the Service does not entitle the Customer to a refund.

6. Proration

EDGE does not provide prorated refunds for:

• early cancellation
• account closure
• downgrade
• reduced usage
• change of business circumstances

Service access remains available until the end of the paid billing period.

7. Refund Eligibility (Limited Exceptions)

A refund may be considered only where the Service is completely inaccessible to the Customer due solely to a verified platform-side failure lasting more than twenty-four (24) consecutive hours after written notice to EDGE support.

The Customer must provide sufficient information to allow verification. EDGE reserves sole discretion to determine whether the failure meets this condition.

The Customer must reasonably cooperate with EDGE in diagnosing the reported issue, including providing requested technical information and performing basic troubleshooting steps. Failure to cooperate voids refund eligibility.

Partial outages, degraded performance, maintenance, network routing issues, ISP restrictions, device incompatibility, or configuration errors do not qualify.

Any refund issued is a commercial accommodation and does not constitute acknowledgment of fault or obligation to issue future refunds.

8. Non-Delivery or Technical Failure

If EDGE cannot be accessed due to a confirmed platform-side outage preventing login or use for a substantial period, EDGE may at its discretion provide one of the following:

• service credit, or
• limited prorated refund.

This is the sole and exclusive monetary remedy.

9. User Error / Incorrect Use Exclusion

Refunds will not be granted for issues caused by:

• user mistakes
• incorrect pattern selection or cutting
• plotter misconfiguration
• improper calibration
• hardware malfunction
• misunderstanding of software functionality
• lack of training or skill
• business loss, material waste, or installation errors

EDGE is a professional tool requiring operator competence.

10. Business Use Limitation

EDGE is a commercial professional system intended for trained automotive installation businesses.

Performance expectations of consumer software do not apply.

Dissatisfaction, change of business decision, lack of usage, or staff training limitations do not qualify for refunds.

11. EEA / UK Cooling-Off Rights

For Customers located in the European Economic Area or United Kingdom acting as consumers (not businesses), statutory withdrawal rights may apply.

However, by starting the subscription and accessing EDGE immediately after purchase, the Customer:

• expressly requests immediate performance; and
• acknowledges loss of the withdrawal right once digital access begins,

to the extent permitted by law.

If withdrawal applies, it is limited strictly to unused and unactivated access.

Where required by law, the Customer expressly requests immediate performance of the digital service and acknowledges that the right of withdrawal is lost once access to EDGE has begun.

Nothing in this Policy limits mandatory consumer protection rights that cannot be lawfully excluded under applicable law.

12. Chargebacks and Payment Disputes

Customers must contact EDGE support before initiating a chargeback.

Cancellation instructions are available within the account settings. Failure to cancel prior to renewal does not constitute unauthorized billing.

The Customer is responsible for retaining confirmation of cancellation. Absence of a cancellation confirmation indicates the subscription remained active.

Initiating a chargeback without attempting resolution constitutes a material breach of contract.

If a chargeback occurs:

• the account may be immediately suspended;
• licenses may be revoked;
• data access may be restricted; and
• future service may be denied.

EDGE reserves the right to submit usage logs, login records, and activity data to payment processors as evidence.

System records including login timestamps, access logs, processing activity, and billing records constitute conclusive evidence of service delivery and usage.

13. Abuse and Fraud Prevention

Refunds will be denied in cases including but not limited to:

• repeated refund requests
• subscription cycling
• excessive disputes
• payment reversal abuse
• competitive analysis use
• data extraction behavior
• unauthorized sharing of accounts

EDGE may permanently terminate accounts engaged in abusive behavior.

Creating new accounts to obtain additional trial periods or evade billing constitutes abuse and may result in permanent suspension without refund.

14. Taxes and Currency

Refunds, if issued:

• exclude taxes already remitted to authorities
• exclude currency conversion differences
• exclude payment processor fees

Refunds are processed in the original transaction currency only.

Where payments are processed by an authorized merchant of record or payment processor, refund execution may be performed by that entity in accordance with this Policy.

15. Effect of Termination

Upon cancellation or termination:

• access continues until the end of the billing period
• no partial refunds apply
• no credit is provided for unused time

Termination does not void outstanding payment obligations.

Cancellation stops future renewals only and does not reverse charges already incurred.

16. How to Request a Refund

Refund requests must be submitted in writing to:

support@stekedge.com

The request must include:

• account identifier
• invoice number
• description of issue
• date of occurrence

EDGE may require diagnostic information before review.

If a refund is approved, processing will occur within a reasonable period through the original payment method, subject to payment processor handling times.

17. Changes to Policy

EDGE may modify this Refund Policy at any time.

The version in effect at the time of purchase governs that transaction.

Continued use of the Service after updates constitutes acceptance of the revised policy.