Refunds and Cancellation

Last updated 28 September 2026

In short: You can cancel remote access at any time, online from your Stuga ID account or by email. It keeps working until the end of the time you’ve paid for. If you ask within 14 days of your first payment, or of a yearly renewal, we refund that payment in full. Cancelling never touches what’s on your node, and your Stuga address stays reserved for it.

What this covers

Stuga is made by PillarXYZ, Inc. (“we”, “us”). This policy covers remote access. That is the paid subscription that gives your node a Stuga address, such as https://abc123.mystuga.com, and connects it to the internet through our relay. Your node is a computer running Stuga that you or your team control, such as your own Mac.

If we add other paid plans, this policy covers them too, unless what you see when you buy one says otherwise. It is part of our Terms. It applies the same way whether you buy for yourself or for a business.

The Stuga software is free to download and use under its open-source license, so there’s nothing to cancel there.

Each node has its own subscription. If remote access is on for more than one node, you cancel each one separately.

How to cancel

• Online. Sign in to your Stuga ID account at id.stuga.dev and follow the link to the billing portal. Then cancel the subscription for the Stuga address you want to stop. You don’t have to give a reason.
• By email. Write to hello@stuga.dev from the email address on your Stuga ID and tell us which Stuga address to cancel. Your cancellation counts from the day your email arrives. If we charge you after that, we refund the charge.

We confirm every cancellation by email. Remote access keeps working until the end of the period you’ve paid for, or until your trial ends. Then it stops, and we don’t charge you again.

Free trials and codes

• A free trial lasts 90 days. We ask for a card when it starts and charge nothing during it.
• If you cancel before the trial ends, you pay nothing. Remote access keeps working until the trial ends.
• If you don’t cancel, your paid plan starts when the trial ends, and we charge your card that day. You can get that first payment refunded under the 14-day rule below.
• If an invite code gave you free remote access, we never charge you for it. It becomes a paid plan only if you choose one.

Emails before we charge you

• Free trial ending: 7 days before it ends.
• Discount ending: 7 days before it ends.
• Yearly renewal: 35 days before each renewal.
• Price change: 30 days before your first renewal at the new price.

Each of these emails says what we’ll charge, when we’ll charge it and how to cancel. We also email you when you subscribe, a receipt for every payment, and a confirmation when you cancel or when we send a refund.

Refunds

14 days to change your mind

We refund in full:

• your first payment for a subscription, if you ask within 14 days of that payment;
• a yearly renewal, if you ask within 14 days of that renewal.

You don’t need to give a reason. Once we refund the payment, that subscription ends and remote access stops.

Other times we refund

• We charged you by mistake. For example, we charged you twice, or charged you after you cancelled. We refund the whole charge.
• We change remote access or our Terms in a way that’s worse for you, or we transfer your contract to another company. You can cancel within 30 days of our email about it, or within 30 days of the change itself if that is later. We then refund the part of your paid period you haven’t used.
• Something outside our control stops remote access for more than 30 days. You can cancel, and we refund the part you haven’t used.
• We end remote access for your node, or stop offering it, for a reason that isn’t your fault. We refund the part you haven’t used.

Everything else

In other cases, we don’t refund part of a period. Say you cancel a monthly plan halfway through a month, or a yearly plan more than 14 days after it renewed. Remote access keeps working until the period ends, but we don’t refund the time you didn’t use.

If you delete your Stuga ID, your subscriptions end and remote access stops right away. We don’t refund the unused time, except in the cases above.

Nothing in this policy takes away rights that consumer law gives you. For example, in British Columbia you can cancel a yearly plan after it renews, and we refund the unused part within 15 days.

How refunds work

• To ask, email hello@stuga.dev from the email address on your Stuga ID. Tell us the Stuga address, or attach the receipt.
• We refund to the card or payment method you paid with. We can’t send the money anywhere else.
• We also refund the tax you paid on the refunded amount, and we don’t take out any fees.
• We send the refund within 14 days of your request and email you when it’s on its way. Your bank may take another 5 to 10 business days to show it.
• We refund in the currency you paid in. If your bank converted the charge, the amount you get back may be slightly different, because exchange rates change.

If a payment fails

We email you and try again. Remote access keeps working for 14 days after the end of the period you paid for. If we still can’t collect payment by then, the subscription ends, remote access stops, and we don’t try that charge again. Your Stuga address stays reserved for your node, and you can subscribe again at any time.

To update your card, open the billing portal from your Stuga ID account.

When your plan ends

• What’s on your node stays there. Your documents, tables and accounts are on your node, not with us. You have nothing to download from us, and you lose nothing.
• Your Stuga address stops working. People can’t reach your node through it anymore. You can still use Stuga the way you did before you turned on remote access.
• Your Stuga address stays reserved for your node. We never give it to anyone else. If you subscribe again for the same node while you still have your Stuga ID, the node gets the same address back. If you delete your Stuga ID, the address is retired for good.
• Public certificate records stay. Like every web address that has a certificate, your Stuga address is listed in public Certificate Transparency logs. Those records are permanent, and no one can remove them.
• Your Stuga ID stays. Cancelling doesn’t delete it. The Privacy Policy explains how to delete it.
• We keep billing records, such as invoices, for 7 years, because tax law requires it.

Questions about a charge

If a charge looks wrong, write to hello@stuga.dev. Our charges show on your card statement as STUGA. We’d like the chance to fix a problem ourselves first, but you can always dispute a charge with your bank or card issuer.

PillarXYZ, Inc. · 800 Third Avenue, New York, NY 10022, United States · hello@stuga.dev