My Styku order is delayed — why isn't one free month of subscription enough compensation?

We understand that a shipping delay can have a real impact on your business — especially if you planned your opening, patient communications, or revenue around receiving your scanner on time. The standard one-month subscription credit is a starting point, not a ceiling. If the delay has significantly affected your business, you can request additional compensation, and our team is authorized to approve more.

What compensation is available?

The initial delay notification includes one free month of subscription credit. However, if your situation involves any of the following, you may be eligible for additional months:

You have experienced more than one delay on the same order
Your clinic, gym, or practice opening was planned around receiving the scanner
You have already communicated the scanner's availability to your patients or members
You are being charged for hardware payments while the scanner has not yet arrived
The total delay has extended two months or more beyond your original ship date

In these cases, support has approved additional subscription credit — typically bringing the total to 3–6 free months, depending on the circumstances. This is confirmed in writing.

Note on subscription terms: Per Styku's Terms of Service, your Initial Term is specified in your Order, and your subscription will automatically renew for the same duration as your prior term unless your Order specifies otherwise. Any subscription credit applied as compensation does not alter your renewal terms. Review your Order for your specific term length and renewal conditions.

What if the delay is caused by factors outside Styku's control?

Per Styku's Terms of Service on Force Majeure, neither Styku nor the customer is responsible for delays caused by events outside their reasonable control — such as acts of war, natural disasters, internet or telecommunication outages, pandemics, or government restrictions. In such cases, delays may not qualify for the same compensation as delays caused by standard operational issues. Importantly, this exemption does not apply to payment obligations — any fees due under your agreement remain payable regardless of a force majeure event. Styku will use reasonable efforts to minimize the impact of such events and communicate with you as promptly as possible.

What to do if you want to request additional compensation

Reply to your existing delay notification email, or submit a new support ticket through the Styku Business Portal at styku.com/portal.
In your message, describe the specific impact the delay has had on your business. Be as specific as possible — for example: your planned opening date, patients or members you informed, revenue you expected to generate, or any additional delays you have already experienced.
Your ticket will be escalated to our management team for review.
A support team member will follow up with a written confirmation of any additional compensation approved.

What about hardware payments during the delay?

If you are on a payment plan and your scanner has not yet shipped, you can also request that your hardware payments be paused until delivery. Include this request in the same message. This also requires management approval, so submitting a clear description of your situation helps speed up the review.

What to expect after you submit your request

Our target response time is 1 business day.
Any additional subscription credit will be applied to your account and will activate once your scanner is set up and your license is activated — so no credit goes to waste before your unit arrives.
All compensation agreements will be confirmed to you in writing by email.

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: your order number, the original expected ship date, the current estimated ship date, the number of delays you have received, and a brief description of the business impact (e.g., planned opening date, patient communications sent, payment charges incurred during the delay).

Applies to: All Styku configurations — any customer with an active order pending shipment.

Related Resources

Styku Customer Terms of Service — Subscription Term and Automatic Renewal
Styku Customer Terms of Service — Force Majeure