Refund policy

Last updated 25 September 2026. This covers Stug Connect, the paid portal for speech-language pathologists. The Stug app itself is free and always will be, so nothing here applies to it.

The short version

Try it free for fourteen days with the free trial plan. It takes a card, which Stripe holds and does not charge until the fourteen days are up. If you pay and it turns out not to be what you needed, email support@jdivstudios.com and ask. We would rather refund you than keep money from someone who is not getting anything for it.

The free trial

The free trial is its own plan: monthly, with the first fourteen days free. It takes a card, which Stripe holds and does not charge for the whole fourteen days. The monthly and yearly plans are charged when you subscribe. Cancel before they are up, from the Billing tab in the portal, and you are never charged a cent.

The trial runs once per person. If you need longer to make up your mind, ask us, because we would rather extend it than have you decide in a hurry.

Monthly plans

Monthly subscriptions are billed in advance, one seat for each clinician on your team. You can cancel at any time from the Billing tab in the portal, and your practice keeps working until the end of the month you have already paid for. We do not bill you again after that.

If your first paid month is not worth it, tell us within thirty days and we will refund it in full. No form, no explanation needed, one email.

Yearly plans

Yearly subscriptions are billed in advance for twelve months at a lower rate. Cancel within thirty days of the charge and we will refund the whole thing. After thirty days we will refund the unused whole months, so if you cancel in month four you get eight months back.

Adding and removing clinicians

The bill follows your team. Add a clinician mid-cycle and Stripe charges the pro-rated difference for the rest of that period; remove one and the credit comes off your next invoice automatically. You do not need to ask us to do either.

What you are buying today, honestly

Clinician-parent linking is not currently available. Linking a child's Stug app to their record on your caseload stays off until the compliance work behind it is finished. So today Stug Connect gives you the caseload, the team, the reports and the support, and not practice data from the app. We say so on the Stug Connect page and in the portal before you choose a plan, because nobody should discover it after paying. When linking becomes generally available, we will email every practice and note the date on this page.

Linking Feature Refund. If you purchased a subscription before the clinician-parent linking feature became generally available because you reasonably understood that feature to be available at the time of purchase, you may request a full refund of the subscription amount paid, within 14 days after we email you that linking is generally available. This special refund right is in addition to any rights you may have under applicable law.

Failed payments

If a payment fails, we do not switch your practice off. You keep your caseload, your reports and your exports, and you can still edit the students you have. What stops, until the payment goes through, is adding new students and issuing new link codes. Nobody's family loses access to anything because of a clinician's billing. Stripe will retry the payment, and you can update your card from the Billing tab at any time.

How to cancel

Sign in at connect.jdivstudios.com, open Billing, and choose Manage billing. That opens Stripe's own page, where you can cancel, update your card or see your invoices. Cancelling does not delete your practice or your data; if you want those deleted as well, the Account page does that. Deletion waits 7 days, so it can be undone if it was a mistake, and after that it is permanent.

Asking for a refund

Email support@jdivstudios.com from the address on the account, or write to us from the Help tab inside the portal. We aim to respond promptly. Approved refunds go back to the card you paid with and take five to ten business days to appear, which is Stripe's timing rather than ours.

Who you are dealing with

JDIV Studios LLC, New Jersey, USA. Stug Connect is built and supported by one person, which is why an email gets you an actual answer rather than a ticket number.