Refund & Cancellation Policy

Version: Launch Suite vL1 (rev. 8.1) · Effective date: 29 September 2026

Issued by: Steelo Labs Ltd (company number 15553648), 3 Harebell Close, Hamilton, Leicester, England, LE5 1UX Contact: support@steez.space Governing law: England and Wales

Plain-language summary

What this document is: This policy tells you when you can cancel a purchase, when you can ask for a refund, and how to do it. Read the section that applies to what you bought. Your legal rights as a consumer always come first — nothing in this policy takes them away, and where the law of the country you live in gives you stronger rights that cannot be excluded, those rights apply.

1. Definitions

In this policy:

1.1 "we", "us", "our" means Steelo Labs Ltd, a company incorporated in England and Wales (company number 15553648), with registered office at 3 Harebell Close, Hamilton, Leicester, England, LE5 1UX.

1.2 "Steez" (as a platform) or "the platform" means the Steez app, the Steez website (steez.space; the company also operates steelo.io), and any associated services operated by Steelo Labs Ltd. Where this policy refers to "a Steez" or "a key", it means the access licence described in section 7.

1.3 "you" or "fan" means any person purchasing or accessing paid products on the platform.

1.4 "creator subscription" means a recurring monthly subscription to a creator's content channel, at a price set by the creator within the platform's permitted range. Advertised prices are inclusive of VAT or equivalent sales/consumption tax where such tax applies (see section 1.18).

1.5 "Steez Pro" means the Steelo Labs Ltd platform subscription giving access to enhanced platform features, at the price displayed at checkout (VAT-inclusive where applicable).

1.6 "content unlock" or "content collection" means a one-off payment giving access to a specific piece, or set, of creator content. The exact price for each item is displayed at checkout before you commit to purchase, inclusive of VAT where applicable. The price is the same whichever device you use, because every purchase goes through the same Stripe checkout, reached from our website (section 8).

1.7 "Steez" (the product) means a personal licence — a "key" — to access only what a creator explicitly offers (such as Mosaic exclusives, Village community access, and creator-picked Perks), acquired by a one-off payment as set out in our Terms of Service. A Steez Key is personal, non-transferable, and non-resellable. A Steez is not a financial asset, security, investment, e-money, stored value, deposit, trust asset, ownership interest, share in Steelo Labs, or share in creator or platform revenue (see section 7).

1.8 "first-hand sale" means a purchase from Steelo Labs Ltd, as principal supplier, of a Steez associated with the creator who issues it (incorporating access licensed by that creator to Steelo Labs).

1.9 "original payment method" means the card or digital wallet you used on Stripe's checkout for the purchase concerned; refunds go back to it (section 8).

1.10 "CCR 2013" means the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134).

1.11 "CRA 2015" means the Consumer Rights Act 2015.

1.12 "cooling-off period" means the 14-day period following the date of purchase during which, subject to the conditions in this policy, you may cancel and obtain a refund.

1.13 "service-start request" (sometimes called a "reg 36 request") means your express request, given at the time of purchase, for us to begin providing a service element before the cooling-off period expires.

1.14 "digital-content waiver" (sometimes called a "reg 37 waiver") means your express consent to the immediate delivery of digital content and your acknowledgement that, by consenting, you lose your right to cancel under the CCR 2013 in respect of that content.

1.15 "CRA remedies" means the repair, replacement, price-reduction or refund rights you have under the CRA 2015 in respect of digital content that is not of satisfactory quality, not fit for purpose, or not as described.

1.16 "creator" means a user of the platform who makes content available for purchase or subscription.

1.17 "local mandatory consumer law" means any law of the country in which you live that gives you consumer-protection rights which cannot lawfully be excluded or restricted by contract (see section 2).

1.18 "VAT" means UK value added tax and, where the context requires, any equivalent value added, goods-and-services, sales or consumption tax that applies in the country of supply.

1.19 Terms used but not defined here have the meanings given in our Terms of Service.

1.20 "platform-support payment" or "Support Steelo" means a voluntary, one-off payment made directly to Steelo Labs Ltd to support the platform, at an amount you choose subject to a minimum of £1. It is not a payment to or for any creator (creator tipping is not offered) and confers no goods, digital content, entitlement, feature access, or creator benefit.

2. About this policy — your statutory and local rights

2.1 This policy is part of our contract with you. It sets out how we handle refunds and cancellations, and explains the rights you have under the law.

2.2 Your statutory rights under the CRA 2015 and the CCR 2013 are not affected by anything in this policy. Nothing here removes, restricts, or excludes those rights. Any clause that purported to do so would be void (CRA 2015 s.47; CCR 2013 reg 34).

2.3 Availability and local rights. Steez's paid services are offered in the UK and US at launch (Terms of Service §2.1). Wherever you live, local mandatory consumer law prevails over this policy to the extent it gives you stronger rights. Nothing in this policy limits, and this policy must be read subject to, any non-excludable consumer right you have under the law of your country of residence.

2.4 EU / EEA users. Steez's paid services are not offered in the EU/EEA at launch (section 2.3). If you have nonetheless contracted with us from the European Union or European Economic Area, you keep all consumer rights you have under EU and national law, including the 14-day right of withdrawal for distance contracts (Consumer Rights Directive 2011/83/EU), the digital-content conformity remedies (Directive (EU) 2019/770), and your data-protection rights under the GDPR. We act as a "deemed supplier" for VAT in certain cases and price inclusive of VAT where it applies (section 1.18). Where relevant to a refund, you may also use the notice-and-action and statement-of-reasons mechanisms described in our Terms of Service.

2.5 United States users. If you are a US resident, you keep all rights you have under applicable federal and state consumer-protection law, and any privacy rights (including CCPA/CPRA-style rights) described in our Privacy Policy. Nothing in this policy waives those rights.

2.6 This policy applies to purchases made on the platform by consumers (individuals acting mainly outside a business context) and, where stated, to other users. True business-to-business contracts are governed by their own terms.

2.7 Deleting your account does not waive a refund right. If you delete your Steez account, any refund you are owed under this policy or your statutory rights is unaffected and is handled separately from account deletion. See our Data Deletion Policy.

2.8 This policy should be read alongside:

• our Terms of Service, which governs your account and your use of the platform;
• our Creator Terms & Earnings Agreement, which governs creator obligations where a refund affects creator earnings;
• our Moderation, Complaints & Appeals Procedure, which sets out how to escalate disputes; and
• our Privacy Policy, which governs how we handle your personal data in connection with refund requests.

3. Who is the trader?

What this section says: For every paid product, Steelo Labs Ltd is your trader and supplier. Stripe only processes payments. Creators license their content to Steelo Labs; a creator is not your trader. Your statutory rights are always against Steelo Labs, whatever the payment method.

3.1 Steelo Labs is your trader and supplier. For all paid products — creator subscriptions, content unlocks and collections, a Steez, and Steez Pro — your contract of supply is with Steelo Labs Ltd. Creators license their content, and the access it unlocks, to Steelo Labs and receive a contractual royalty under the Creator Terms & Earnings Agreement; a creator is not your trader.

3.2 Payment processing. Stripe processes every payment, on its secure checkout page, reached from our website, whichever device you use. The whole payment is paid to Steelo Labs; any royalty we later pay a creator comes from our own funds and is not part of your payment. Stripe's role is a payment-processing arrangement; it does not make Stripe or any creator your trader, and it does not reduce your rights against Steelo Labs.

3.3 Your rights run against Steelo Labs. If a refund or other remedy is due for the Steez product, you exercise it against Steelo Labs and we handle it (section 13) — you do not need to pursue a creator or Stripe. Because we sell only through our own Stripe checkout, every refund is made by us, to your original payment method (section 8); you never need to ask an app store or a creator.

3.4 VAT (separate from trader identity). For VAT purposes only, Steelo Labs Ltd may be treated as a "deemed supplier" of certain digital supplies. That VAT treatment does not change the consumer-law position above: Steelo Labs is your trader and supplier.

4. Subscriptions — cooling-off, cancellation, and access

What this section says: You have a 14-day cooling-off right when you subscribe. If you ask us to start your subscription straight away, and you then cancel within 14 days, you will get a pro-rata refund for the days you haven't used. For a creator subscription, checkout also records your immediate digital-content consent because subscriber-only creator content is supplied straight away. After 14 days, there are no refunds — but you keep access until the end of the period you paid for. If your local law gives you a longer or stronger right, that applies instead.

4.1 The 14-day cooling-off period

Under CCR 2013 reg 29 (and equivalent rights for EU/EEA and other users under local mandatory consumer law), you have a right to cancel any subscription contract within 14 calendar days of making the purchase (the cooling-off period) and receive a full refund, unless you have asked us to start the service immediately.

4.2 Service-start request (CCR 2013 reg 36)

4.2.1 When you subscribe, we ask for your express request to start the subscription immediately so that you can access content without waiting. This is a "service-start request".

4.2.2 If you give a service-start request and then cancel within the cooling-off period, you remain entitled to a refund — but we may deduct from the refund an amount proportionate to the service you have received up to the point of cancellation (CCR 2013 reg 36(4)). We calculate the proportionate deduction on a daily basis: (days of access used ÷ days in the billing period) × the subscription price.

4.2.3 Example: You subscribe to a creator channel at £9.99/month (VAT-inclusive where VAT applies) and ask for immediate access. You cancel after 5 days. The proportionate deduction is 5/30 × £9.99 = £1.67. You receive £8.32 as a refund.

4.2.4 If you did not give a valid service-start request (for example, because that feature was not presented to you at checkout), or we did not provide the information the Regulations require, you bear no cost for service supplied during the cancellation period, your right to cancel and receive a full refund lasts the full 14-day period, and we will not deduct any proportionate amount (CCR 2013 reg 36(6)).

4.3 Cancelling outside the cooling-off period

4.3.1 You may cancel your subscription at any time after the 14-day cooling-off period in the Steez app (Settings > Subscriptions) or by emailing support@steez.space, whichever device you signed up on (Terms of Service §10.1 and §10.5). You always cancel with us, never through an app store. Cancellation is as easy as signing up.

4.3.2 When you cancel after the cooling-off period, no refund is given for the current billing period. You will keep access to the subscription until the end of the period you have already paid for. Cancellation takes effect at the end of the current billing period.

4.3.3 There is no proration for cancellations made after the 14-day cooling-off period has expired: we do not refund part of a billing period in that case. This is the current operational position. This does not apply to cancellations made within the cooling-off period after a service-start request — those are refunded with only a proportionate deduction for the service used (the reg 36 proration carve-out in section 4.2.2), not a flat no-refund.

4.4 Subscription price changes

4.4.1 A creator may change the price of their subscription, and we may change the price of Steez Pro. You will be notified of any price change before it takes effect, together with the reason where required.

4.4.2 If you do not agree to a price change, you may cancel your subscription before the new price takes effect, free of charge. Cancellation in these circumstances follows section 4.3 above.

4.4.3 VAT-driven price changes. Advertised prices are inclusive of VAT where VAT applies. Where Steelo Labs Ltd is required to account for VAT (including as a "deemed supplier") and a jurisdiction's VAT/GST registration threshold is crossed, we may gross-up advertised prices by the applicable VAT/GST rate. Any such change is treated as a price change under sections 4.4.1–4.4.2 and does not affect any refund already due to you.

4.5 What happens to your access on cancellation

4.5.1 On cancellation, your access to subscription-gated content ends at the end of the final paid billing period.

4.5.2 If you have purchased content unlocks or a Steez (one-off purchases) under separate transactions, those remain accessible after subscription cancellation — see sections 5 and 7.

4.6 Platform subscription (Steez Pro)

4.6.1 The same cooling-off, service-start request, proportionate-deduction, and no-proration rules in sections 4.1–4.5 apply to the Steez Pro subscription, with Steelo Labs Ltd as the trader.

4.7 Free trials

4.7.1 Free trials are not currently offered on the platform. If a free trial is introduced in the future, the terms of that trial (including any charge at the end) will be clearly disclosed before you sign up.

5. One-off digital content purchases — cooling-off and digital-content waiver

What this section says: For one-off content purchases, you have a 14-day cooling-off right. However, if you consent at checkout to us delivering the content immediately, and you acknowledge that you lose your cooling-off right as a result, that right is waived. Separately, we must always send you a confirmation on a durable medium; if we don't, you cannot be charged for content supplied in the cancellation period. This section covers content unlocks/collections and the purchase of a first-hand Steez (see also section 7).

5.1 Your 14-day cooling-off right

Under CCR 2013 reg 29 (and equivalent rights under local mandatory consumer law), you have a right to cancel a contract for digital content within 14 calendar days of making the purchase unless you waive it at checkout in the manner described below.

5.2 Digital-content waiver (CCR 2013 reg 37) and durable confirmation (reg 16)

5.2.1 What extinguishes the cancellation right. Under CCR 2013 reg 37, your 14-day right to cancel a contract for digital content not supplied on a tangible medium is lost only if, before supply begins, both of the following are in place:

(a) your express consent to the immediate supply of the digital content before the cancellation period ends; and

(b) your acknowledgement that, by giving that consent, you lose your 14-day right to cancel.

5.2.2 Durable-medium confirmation is a separate obligation — not a third condition. We must also give you confirmation of the contract on a durable medium (CCR 2013 reg 16), recording the consent and acknowledgement in 5.2.1. This is a separate legal duty, not a third condition of the waiver. If a valid consent and acknowledgement were given, the cancellation right is extinguished even if our durable confirmation was late or missing. The consequence of our failing to provide durable confirmation is different: to the extent we did not give you that confirmation, you cannot be charged for digital content supplied to you during the cancellation period (CCR 2013 reg 37(4)). Our checkout is designed to provide this confirmation as part of every purchase (see 5.2.6).

5.2.3 Mixed content-and-service contracts (including a Steez and creator subscriptions). A Steez, creator subscriptions, and some content products give you both digital content (which you stream or download) and a service (such as ongoing subscription, community, or creator-feature access). Where a product has both elements, we treat it as a mixed contract: the digital-content element is governed by reg 37 (the consent and acknowledgement in 5.2.1), and the service element is governed by reg 36 (your express service-start request — section 4.2). For the service element, if you did not make a valid service-start request and we did not give you the required information, you cannot be charged for the service supplied in the cancellation period (CCR 2013 reg 36(6)).

5.2.4 If a valid waiver under 5.2.1 is given and we supply the content, your right to cancel under the CCR 2013 is extinguished in respect of that purchase (subject to 5.2.2 on confirmation and 5.2.3 on any service element).

5.2.5 If the consent or acknowledgement in 5.2.1 was not given (for example, because the waiver was not presented to you at checkout), your cooling-off right remains in full for 14 days from the date of purchase.

5.2.6 What the durable confirmation contains. The durable-medium confirmation (CCR 2013 reg 16) we provide will include, so far as required by CCR Schedule 2 and not already supplied to you on a durable medium: the product purchased (and the creator it relates to); the price paid, including any tax (VAT) where applicable; the date of the transaction; our trader identity (Steelo Labs Ltd); the main functionality of the content and any relevant compatibility and technical-protection (DRM) information; how to cancel where a cancellation right still applies (cancellation instructions), including a pointer to the model cancellation form; how to make a complaint, including our alternative dispute resolution route; for a subscription, the renewal date; and a record of the exact consent, acknowledgement, or service-start request you gave at checkout (the reg 37 waiver and/or the reg 36 service-start request set out in section 5.4).

5.3 Your CRA 2015 (and local-law) rights are not affected by the waiver

The digital-content waiver relates only to the CCR 2013 cooling-off right. It does not affect your rights under the CRA 2015 — or the equivalent digital-content conformity rights under your local mandatory consumer law (see section 6). If the content is faulty or not as described, you may still exercise those remedies regardless of whether you gave a reg 37 waiver.

5.4 What the checkout must capture (consent model)

So that any waiver or service-start request is valid, our checkout must capture the following affirmative confirmations before supply or service begins.

5.4.1 One-off digital content and first-hand Steez purchases. For a one-off content unlock, content collection, or the purchase of a first-hand Steez, the checkout captures, before supply begins:

(a) "I consent to immediate delivery of this digital content/access before my 14-day cancellation period ends." (reg 37 consent — digital-content element)

(b) "I understand that once delivery/access begins, I lose my right to cancel for this content." (reg 37 acknowledgement)

(c) where the product includes a service element (such as community or feature access): "I request that the service access starts now; if I cancel within 14 days, I pay only for what I've used." (reg 36 service-start request)

5.4.2 Subscriptions. The subscription checkout captures the confirmations that apply to the product:

For Steez Pro (a platform service only), checkout captures:

(a) "I request that my subscription starts now, within the 14-day cancellation period." (reg 36 service-start request)

(b) "If I cancel within those 14 days, I pay only for what I've used."

For a creator subscription (a mixed service plus immediate digital-content product), checkout captures the two Steez Pro confirmations above and:

(c) "I consent to immediate delivery of subscriber-only creator content before my 14-day cancellation period ends." (reg 37 consent — digital-content element)

(d) "I understand that once that content is delivered, I lose my right to cancel for it." (reg 37 acknowledgement)

5.4.2A What sits under the boxes. Each confirmation above is a separate, unticked box; none is pre-ticked and no two are merged. Directly beneath them the checkout states, as information rather than a further box: "Your statutory rights if digital content or a service is faulty, not as described or not supplied are unaffected. Full terms and the model cancellation form: Refund & Cancellation Policy." — with a link to this policy. That sentence is where the statutory-rights reservation formerly carried inside each acknowledgement now lives; it applies to every confirmation in this section 5.4.

5.4.3 Platform-support payment (gratuitous contribution). For a platform-support payment, the checkout captures, before we process your payment, your express authorisation of the amount you have chosen: "I authorise this optional contribution to Steelo Labs. I understand it buys no product, digital content, feature or benefit, that it is normally final once authorised, and that my statutory rights (for example for a duplicate, unauthorised or mistaken payment) are unaffected." (gratuitous-contribution authorisation) See section 5.5.

5.5 Platform-support payment ("Support Steelo") — optional gratuitous contribution

5.5.1 A platform-support payment is a voluntary, one-off payment (minimum £1, amount chosen by you) made directly to Steelo Labs Ltd. It is not a purchase of digital content and it is not a tip to a creator — creator tipping is not offered (see the Creator Terms & Earnings Agreement, section 9). It confers no goods, digital content, entitlement, feature access, or creator benefit of any kind, and is made through our Stripe web checkout, which you can reach from a link within the Steez app or on the web.

5.5.2 A platform-support payment is an optional gratuitous contribution. It is not a purchase of digital content and is not consideration for a service, so neither the reg 37 digital-content cancellation regime nor the reg 36 service-start regime applies to it. You choose the amount and must expressly authorise the payment at checkout (section 5.4.3).

5.5.3 A correctly authorised contribution is normally final. We will, however, correct duplicate, unauthorised or mistaken payments, and apply any mandatory statutory right that cannot lawfully be excluded. We will send you a durable-medium confirmation (reg 16) and a receipt.

5.5.4 Because a contribution is not a purchase of a service, there is no service-start request and no proportionate service charge; if you believe a contribution was duplicated, unauthorised, or made by mistake, contact us and we will correct it.

5.5.5 This section does not affect any statutory right you may have — for example, in relation to an unauthorised or fraudulent payment. See section 13 for how to contact us.

6. Faulty or misdescribed digital content — CRA 2015 remedies

What this section says: Under the Consumer Rights Act 2015 (and equivalent laws where you live), any digital content we sell must be of satisfactory quality, fit for purpose, and as described. If it isn't, you have a right to a repair or replacement first, and then a price reduction or refund if repair/replacement is not possible or fails. In a few cases (for example where we did not have the right to supply the content) you are entitled to a refund directly. We honour these rights without quibble — see section 11.

6.1 Your statutory rights under the CRA 2015

6.1.1 Digital content we supply for payment must:

(a) be of satisfactory quality (including that it plays correctly, is not corrupted, and is reasonably free from minor defects);

(b) be fit for the purpose we describe and for any particular purpose you made known to us; and

(c) match its description.

6.1.2 These rights arise under CRA 2015 ss.34–37 (and, for EU/EEA users, Directive (EU) 2019/770, and otherwise under local mandatory consumer law) and cannot be excluded or restricted. Any clause in this policy or elsewhere that purports to exclude them is void (CRA 2015 s.47).

6.2 The remedies chain

6.2.1 Repair or replacement (CRA 2015 s.43): If the content does not meet the standards in section 6.1.1, you are entitled to ask us to repair or replace it. We will do so within a reasonable time and without significant inconvenience to you and at no charge. If repair and replacement are both impossible or would take disproportionately long, you move to section 6.2.2.

6.2.2 Price reduction or refund (CRA 2015 s.44): If repair/replacement cannot be provided or has been unsuccessful, you are entitled to a price reduction (which may be up to the full price) or a refund. A refund under this right is paid within 14 days of our agreeing that a refund is due, using the same payment method you used for the original purchase (unless you expressly agree otherwise).

6.2.3 A price reduction or refund under section 6.2.2 reflects the shortfall in what you received. Where you have already had some benefit from the content, a price reduction (rather than a full refund) may be the appropriate remedy.

6.2.4 Right-to-supply refund (CRA 2015 s.45): If we did not have the right to supply the digital content to you (for example, the content infringed a third party's rights), you are entitled to a refund of the amount paid, without first going through the repair/replacement sequence in 6.2.1. This is a distinct statutory right from the conformity remedies above.

6.3 Device or other-content damage (CRA 2015 s.46)

If our digital content damages your device or other digital content you own, and this damage is caused by our failure to take reasonable care and skill, you are entitled to compensation. Contact us as set out in section 13.

6.4 What counts as a "fault"

6.4.1 The following are examples of faults we would accept under section 6.1:

• a content unlock or Steez access that cannot be played or accessed after purchase;
• a video that consistently fails to load or is corrupted;
• content materially different from its pre-purchase description.

6.4.2 The following are not faults for CRA 2015 purposes:

• subjective dissatisfaction with content (e.g. you did not enjoy the video);
• your device or connection causing playback issues;
• the creator hiding or disabling content after your purchase (subject to section 10 — your access is preserved).

7. Steez (a "key") — nature, risk, and refunds

What this section says: A Steez is a key — a personal licence to access only what a creator chooses to offer. It is not an asset, security, investment, or financial product. You buy a Steez first-hand from Steelo Labs at a fixed first-hand price of £30. A Steez is personal, non-transferable, and non-resellable. Your consumer-law refund rights apply just as they do to any other one-off purchase.

7.1 What a Steez is

7.1.1 A Steez is a personal licence — a "key" — to access only what the relevant creator explicitly offers, such as Mosaic exclusives, Village community access, and creator-picked Perks, as described in our Terms of Service.

7.1.2 A Steez is not a financial asset, security, investment, financial product, or store of value. We make no promise, validation, or certification that a Steez is "worth" anything. A Steez carries no buyback, no guaranteed return, no yield or staking reward, and no holder dividend or community payout of any kind. You should buy a Steez only for the access it gives you, not as an investment or in expectation of any financial return.

7.1.3 Personal and non-transferable. A Steez Key is tied to your account and to the creator who issued it. It is non-transferable and non-resellable: there is no secondary market for Steez in the launch product.

7.2 First-hand price

7.2.1 The first-hand price of a Steez (a purchase from Steelo Labs as principal supplier) is £30 (GBP), whichever device you use. Advertised prices are inclusive of VAT where VAT applies. The first-hand price is displayed at checkout before you commit to purchase.

7.2.2 Steelo Labs pays the creator a royalty of 80%, calculated by reference to the net-of-VAT first-hand price. That royalty is an internal matter between Steelo Labs Ltd and the creator and does not affect any refund due to you (see section 11).

7.3 How to buy a Steez (purchase methods)

7.3.1 A Steez is bought through Stripe's secure checkout, reached from our website, whichever device you use; the Steez apps do not take payments. There is one refund route for every Steez purchase (sections 5, 6 and 8).

7.3.2 A Steez is not a "consumable" purchase: it is a personal licence to access content and features via the platform. How the payment was processed does not change the nature of a Steez under this policy or your consumer-law rights.

7.4 Refunds for a Steez

7.4.1 First-hand Steez. A first-hand Steez is treated as a one-off digital purchase: your cooling-off and waiver position is in sections 5.1–5.3, and your fault/misdescription remedies are in section 6. Refunds are made by us as set out in section 8. Consistent with our Terms of Service, buying a Steez requires you to acknowledge that you are buying it for access, not as an investment.

7.4.2 Price and value. Because a Steez is access, not a financial asset, it carries no guaranteed or realisable monetary value, and we do not pay out any "value" for a Steez. Your consumer rights for faulty, undelivered, or misdescribed access are unaffected and are honoured in full.

7.5 Insolvency

7.5.1 A Steez is a licence to access content and features through the platform. If Steelo Labs Ltd becomes insolvent or ceases to operate the platform, your access to a Steez (and to the content and features it unlocks) may terminate. A Steez is not money held on deposit, an asset held on trust for you, or a financial instrument, and we do not guarantee continued access in those circumstances.

7.5.2 If Steelo Labs Ltd becomes insolvent or stops operating, your access may end and you may lose the amount you paid. A Steez is not protected by the Financial Services Compensation Scheme, is not held on trust, is not e-money, and is not redeemable for cash. Unless mandatory law or the facts give you a different status, any refund claim you have is likely to rank as an unsecured claim in an insolvency.

7.5.3 Operational wind-down, not financial protection. If we decide to discontinue the Steez platform while Steelo Labs Ltd is solvent and remains in control of the platform, we will use reasonable efforts, where consistent with directors' duties and insolvency law, to:

(a) give users advance notice;

(b) provide a read-only wind-down period for existing paid access; and

(c) make available a downloadable purchase-history export,

where lawful, technically feasible, and within our control. If Steelo Labs Ltd enters administration, liquidation, or another insolvency process, or if we lose access to essential systems, providers, funding, content rights, or operational control, any wind-down period or export may be unavailable, shortened, or controlled by an insolvency officeholder. This operational wind-down statement is not a money guarantee, reserve, escrow, trust, insurance, e-money arrangement, FSCS protection, buy-back promise, redemption right, or assurance that access or value will continue. Unless mandatory law or the facts give you a different status, any monetary claim you have is likely to rank as an unsecured claim in insolvency.

7.6 Holding cap and automatic overage refund

7.6.1 Each fan may hold a maximum of 5 Steez per creator at any one time. Additional Steez are not duplicate purchases — they unlock higher creator perk tiers (Terms of Service §13.12), and the checkout shows what each additional Steez unlocks before you buy. If a purchase would exceed the 5-cap, the overage is automatically refunded by the platform to the original payment method.

8. How refunds are paid, and billing errors

8.1 One route. Every purchase is made through Stripe's secure checkout, reached from our website, whichever device you use, so every refund, cancellation and billing question comes to us (section 13). The Steez apps do not take payments and no app store is involved in billing. If app-store billing is introduced later, we will update this policy before that option becomes available.

8.2 Where refunds go. We refund to your original payment method through Stripe, in pounds sterling, without undue delay and, where the law sets a deadline, within it (usually 14 days). Your card provider may take a few more days to show it, and if your card is in another currency the converted amount may differ from the original because of exchange-rate movements, which we do not control.

8.3 Billing errors. If you are charged twice, charged the wrong amount, or charged for something you did not authorise, contact us at support@steez.space and we will correct it and refund any amount taken in error. This is separate from, and in addition to, your cancellation and statutory rights.

8.4 Card disputes. You can always ask your card provider about a charge. It is usually quicker to contact us first, because we can refund directly; raising a dispute with your card provider does not affect your statutory rights.

9. Platform-fault goodwill refunds

9.1 Outside your statutory and local rights, we may, at our discretion, issue a goodwill refund where a platform fault (as distinct from a creator content decision) has caused you a material issue. Examples include:

• a platform outage that prevented access to paid content for an extended period;
• a billing error that charged you an incorrect amount.

9.2 Goodwill refunds are funded by Steelo Labs Ltd and do not affect creators' earnings.

9.3 Goodwill refunds are issued at our discretion and do not constitute an admission of liability or a waiver of any terms. They do not create a precedent or obligation to issue future goodwill refunds in similar circumstances.

10. Creator hiding or removal of purchased content

What this section says: A creator cannot delete exclusive content you have already paid to access. They can "hide" or "disable" it, which stops new purchases but keeps your access. Content is only removed entirely where the law requires it (for example, a valid takedown) — and in that case you are offered a credit or refund.

10.1 When you purchase a content unlock or a Steez, you acquire a personal licence to access that specific content and the features it unlocks via the platform, as set out in our Terms of Service.

10.2 Hide/disable, not delete. A creator cannot hard-delete exclusive content that fans have paid for. A creator may "hide" or "disable" such content: this stops new purchases, but existing purchasers retain their access. Your paid access is therefore preserved when a creator stops offering content to new buyers.

10.3 Legal-takedown exception. If content is removed pursuant to a valid legal process (including a copyright or illegal-content takedown), or pursuant to our Acceptable Use & Community Guidelines for serious violations, your access to that content will end. In these circumstances, you will be offered either:

(a) a proportionate credit towards a future purchase of equivalent value on the platform; or

(b) a refund of the price you paid for that specific content.

The choice of remedy in (a) or (b) is yours.

10.4 Refund funding for clause 10.3. Where a refund arises under clause 10.3 due to a creator's breach (for example, an Acceptable Use violation or because the creator did not hold the rights they warranted), Steelo Labs Ltd will process the refund to you and may then recover that amount from the creator's share under the Creator Terms & Earnings Agreement. Where the removal is due to a Steelo Labs Ltd decision (a platform-fault scenario), Steelo Labs Ltd funds the refund. In all cases you are paid first; the allocation is internal (see section 11).

10.5 This section does not affect your rights under section 6 (CRA 2015 and local-law remedies) in respect of content that was faulty or misdescribed at the time of purchase.

10.6 Reduction of a guaranteed benefit. If a benefit that was recorded against your purchase as a minimum entitlement (Terms of Service clause 13A) is materially and permanently removed other than by your own breach, you are entitled to a refund in money to your original payment method — a fair and reasonable proportion of the price reflecting the lost benefit (having regard to how long you have had access and the nature of the benefit removed), or a full refund where the removed benefit was the core, or substantially the whole, of what you bought. Where the removal is required by law or by a valid takedown, we will not restore the content, but this monetary remedy and any remedy required by the Consumer Rights Act 2015 remain available (unless making the payment would itself be unlawful). We may offer platform credit as an alternative only if you affirmatively choose it; credit never replaces a monetary refund you are due. We pay you first; the internal creator-fault / platform-fault allocation in section 11 applies behind the scenes and never delays or reduces what you are owed. This does not limit your statutory rights.

11. Refund funding and creator clawback

What this section says: Your legal right to a refund always comes first. If the law entitles you to a refund (for example, content not delivered or not as described), we pay you promptly — within the statutory deadline — and never make it conditional on any internal creator allocation. You never have to chase a creator. Separately, and behind the scenes, we work out whether the cost falls on a creator or on us. That internal split can never delay or reduce what you are owed.

11.1 Your statutory remedy is honoured without undue delay and never made conditional on internal allocation. Refunds arising from your statutory or local consumer rights (sections 4–7) are processed by Steelo Labs Ltd to you without undue delay and within the applicable statutory deadline. You will never be required to pursue the creator directly, and the internal cost-allocation in clause 11.2 will never be used to delay, reduce, or deny a refund you are legally entitled to.

11.2 Internal cost allocation (between Steelo Labs Ltd and creators only). After we have paid you, Steelo Labs Ltd allocates the cost of the refund internally as follows:

(a) Default — Steelo Labs Ltd bears the cost as principal. By default, Steelo Labs Ltd bears the cost of the refund as principal; nothing is clawed back from the creator's share. We pay you first in every case, and no internal allocation is a condition of your refund.

(b) Recovery from a creator only on proven fault, after notice. A permanent clawback from a creator requires reasonable evidence that the refund resulted from that creator's breach (for example, content not delivered, misdescribed, or the creator did not hold the rights they warranted), notice of that evidence to the creator, and a fair opportunity to challenge the allocation. Recovery is limited to the royalty paid or credited for the affected transaction plus any directly attributable third-party dispute fee (Creator Terms & Earnings Agreement, clause 10.1). Until those conditions are met, Steelo Labs Ltd bears the cost — including where the cause was a platform fault such as a billing error or a Steelo Labs Ltd technical issue.

(c) Goodwill refunds (section 9) are always funded by Steelo Labs Ltd.

11.3 The allocation in clause 11.2 is a matter between Steelo Labs Ltd and creators, and does not affect your rights as a fan. You are always our counterpart for refund purposes, and your refund is never contingent on the outcome of any creator dispute.

11.4 Where Steelo Labs Ltd bears a refund or chargeback as principal (clause 11.2), it also bears its own platform fee on the affected transaction. Where a loss is recovered from a creator on proven fault, Steelo Labs does not retain its platform fee while recovering the full refunded consumer price (Creator Terms & Earnings Agreement, clause 10.1). This is an internal matter between Steelo Labs and creators and does not affect any refund due to you.

11.5 VAT and refunds. Advertised prices are VAT-inclusive where VAT applies, and where VAT is due it is accounted on the gross payment with any creator royalty calculated by reference to the net-of-VAT amount. Where a refund is due, it is calculated on the price you actually paid (VAT-inclusive).

12. Chargebacks and payment disputes

What this section says: If you raise a chargeback with your bank instead of contacting us first, this may affect your access to the platform. We ask that you contact us before raising a dispute with your bank. This does not limit your legal rights.

12.1 A chargeback is a payment reversal initiated through your bank or card issuer, rather than through us.

12.2 We ask that before raising a chargeback you contact us first (section 13). We will try to resolve your issue quickly. Many issues can be resolved without a formal dispute, which is faster for you and avoids unnecessary complications.

12.3 If you raise a chargeback, Steelo Labs Ltd will contest it where we believe the original charge was valid. This includes providing your purchase records, any waiver you gave at checkout, and any evidence of access to content, to the payment scheme.

12.4 Where a chargeback is upheld:

(a) your access to the content, subscription, or Steez in question will end; (b) we reserve the right to suspend or terminate your account if we reasonably believe the chargeback was made fraudulently or in bad faith, or if you have a pattern of chargebacks.

12.5 Abuse of the chargeback mechanism (for example, claiming non-delivery of content you have accessed, or making multiple chargebacks to obtain free access) may constitute a breach of our Terms of Service, which may result in account termination and recovery of losses.

12.6 Nothing in this section prevents you from exercising your rights under the applicable payment-scheme rules (for example, Visa or Mastercard dispute rules) or from making a legitimate complaint to your bank. We are not restricting your statutory or local rights.

13. How to request a refund or make a complaint

What this section says: Contact us first. We aim to resolve refund requests quickly. If we cannot agree, you have the right to go to court — including, if you live outside England and Wales, in your local courts — and we will tell you about any alternative dispute resolution options available.

13.1 How to contact us

To request a refund or raise a complaint about a purchase, contact us at:

• Email: support@steez.space
• In-app: Settings → Help & Support → Contact Us

Please include:

• your account email address;
• the date of purchase;
• a description of the issue; and
• for a fault claim, a description of the fault.

13.2 Response times

We aim to acknowledge your request as soon as reasonably practicable and, in any event, without undue delay, and to resolve it promptly. We will keep you informed if we need more time.

13.3 Refund payment

Where a refund is approved or legally due, we will process it promptly and to the same payment method you used for the original purchase, unless you expressly agree otherwise. Two distinct statutory clocks may apply:

• Cancellation refunds (Consumer Contracts Regulations 2013): where you cancel within the 14-day cancellation period, we refund you within 14 days of the day we are informed of your cancellation.
• Consumer Rights Act 2015 remedies: where a refund arises as a statutory remedy (for example, content not as described or not delivered), we refund you without undue delay and, where applicable, within 14 days of the day we agree (or it is determined) that you are entitled to the refund.

13.4 If we cannot resolve your complaint — tiered escalation

13.4.1 If you are not satisfied with our response, you may refer your complaint to:

(a) Our internal complaints procedure: Contact us again, mark your message "Formal Complaint", and ask for the matter to be reviewed at a more senior level. The accountable person for complaints is currently Edmund Berkmann (until delegated). See also our Moderation, Complaints & Appeals Procedure for the full complaints and appeals process.

(b) Alternative dispute resolution (ADR): ADR is a voluntary process by which an independent third party helps parties reach a resolution without going to court. We are not currently committed to a named ADR provider; where required, we will signpost a competent accredited provider at the point a dispute reaches deadlock (see 13.4.3). The names and contact details of accredited schemes can be found via the Chartered Trading Standards Institute ADR register.

(c) Courts: You have the right to bring a claim in the courts of England and Wales on a non-exclusive basis. If you live outside England and Wales, you may also bring a claim in the courts of the country where you live, and your local mandatory consumer rights are preserved. We will not seek to prevent you from doing so. There is no requirement to use arbitration and no class-action waiver in this policy.

13.4.2 No EU Online Dispute Resolution platform link is required or provided. The EU ODR platform was abolished in July 2025 and is not applicable to this platform.

13.4.3 ADR deadlock notice. If we have not been able to resolve your dispute through our internal complaints process, we will send you a written notice (in a durable medium) informing you that the dispute has reached a deadlock, identifying a competent accredited ADR provider you may use, and stating whether we are prepared to use that provider. We are not at this stage committed to using a named provider.

13.5 Consumer rights organisations

If you are in the United Kingdom, you may also seek help from:

• Citizens Advice: citizensadvice.org.uk
• Trading Standards: via the Citizens Advice Consumer Helpline 0808 223 1133
• For data and privacy complaints: the Information Commissioner's Office: ico.org.uk

If you are elsewhere, your national consumer-protection authority and, for data-protection complaints in the EU/EEA, your national data-protection authority, can assist.

14. Variation of this policy

14.1 We may update this policy from time to time. We will notify you of material changes via email or in-app notification before the change takes effect. You will have a reasonable opportunity to review the change and, if you do not agree, to cancel any ongoing subscriptions free of charge before the change applies to you.

14.2 The version and effective date at the top of this policy identify the version in force. Previous versions can be requested by contacting us.

14.3 A summary of the material changes made between published versions of this policy is available on request by contacting support@steez.space.

15. Governing law and jurisdiction

15.1 This policy is governed by the law of England and Wales.

Annex A — Model Cancellation Form

Complete and return this form only if you wish to cancel a contract within the 14-day cooling-off period (section 4 or section 5). Using this form is optional — you may instead cancel by any other clear statement, including by contacting us at support@steez.space or using the in-app cancellation function (section 13.1; Terms of Service clause 9.7).

To: Steelo Labs Ltd, 3 Harebell Close, Hamilton, Leicester, LE5 1UX, United Kingdom, legal@steez.space

I/We hereby give notice that I/We cancel my/our contract for the supply of the following digital content/service:

• Ordered on/received on: ......................................
• Name of consumer(s): ......................................
• Address of consumer(s): ......................................
• Signature of consumer(s) (only if this form is notified on paper): ......................................
• Date: ......................................

(*) Delete as appropriate.

This form is provided to meet our obligation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Schedule 3, Part B.

Cross-references in this document: Terms of Service; Creator Terms & Earnings Agreement; Copyright & Takedown Policy; Privacy Policy; Acceptable Use & Community Guidelines; Moderation, Complaints & Appeals Procedure; Data Deletion Policy.