1. Overview
This Refund Policy explains how refunds and adjustments work for the invoices Stemfra LLC ("Stemfra") sends you. Stemfra gives you a professional website with built-in booking and an AI front desk at no upfront cost: no setup fee, no monthly fee, and no contract. In return, we earn a flat 5% commission on the sales you make through your Stemfra site, billed monthly by invoice. Your own customers pay you at your venue; Stemfra never charges them. It should be read together with our Fees & Payments Policy, which describes the commission in full and how it is billed.
If you have any concerns about a charge or an invoice, please contact us at [email protected] and we will work with you to reach a fair resolution.
2. Commission on your sales
Our fee is a flat 5% commission on the sales you make through the Stemfra site we build and manage for you. Because there is no setup fee and no monthly fee, there is nothing to refund on those. The commission works as follows:
- If you refund a customer for a sale, the 5% commission on that sale reverses. You are not charged commission on a sale that did not stand.
- If the service you deliver differs from what was booked (for example, a different treatment or price), the commission is calculated on what you actually delivered.
- A booking you mark as cancelled or as a no-show is never counted, even if it was recorded as collected first. Walk-in and phone bookings you enter yourself carry no commission.
- Commission fees are otherwise non-refundable.
3. Domain purchases
If you buy a domain name through your Stemfra dashboard, it is billed at the price shown before you confirm. Domain registrations cannot be refunded once the registration is complete, because the registry does not release the fee. If you registered the wrong name, contact us straight away and we will do what the registry allows.
4. Disputing an invoice
Every invoice shows the sales it charges commission on, and the Reports page in your dashboard lists the bookings behind those totals. If you believe an invoice is wrong, email [email protected] within 30 days of the invoice date with the invoice number and the bookings in question. We check them against your booking records and reply within 2 business days.
When an adjustment is agreed, we issue a credit note against that invoice. If you have not paid yet, the amount due is reduced; if you have already paid, we refund the difference as described in section 5, or apply it as a credit on your next invoice if you prefer. Please contact us before asking your card issuer or bank to reverse a payment: we resolve almost every question within a couple of days, and a reversal raised without contacting us first may lead us to pause your site until it is settled.
5. How refunds are paid
- A refund is always returned to the payment method you paid with. An invoice paid by card is refunded to the same card; an invoice paid by bank transfer is refunded to the account it came from. We do not refund in cash or to a different method.
- Refunds are issued within 5 to 10 business days of being agreed. Your bank or card issuer may take a few more days to show it.
- Refunds are made in the currency of the invoice, for the full agreed amount. Stemfra deducts no fee from a refund.
- A refund to a card can be made up to 120 days after the charge. After that, an agreed amount is applied as a credit on your next invoice or paid by bank transfer.
6. Contact
For any billing or refund queries, contact us at:
Email: [email protected] or [email protected]
Address:
Stemfra LLC
8 The Green, Ste B
Dover, DE 19901
United States