What happens to my subscription charges if my Styku scanner is broken or I can't perform scans?

If your Styku scanner (defined in Styku's Terms of Service as "Equipment," meaning physical goods sold by Styku including Styku 3D Body Scanners) has a hardware problem that prevents you from scanning, you should contact Styku support as soon as possible. Styku's account management team can review your situation and may void or credit invoices that covered the period your scanner was down — but you need to open a support ticket to start that process.

What to Expect

Billing adjustments for scanner downtime are reviewed case by case. Styku does not automatically pause your subscription when a hardware issue is reported. You need to contact support and clearly document the problem. Once your case is escalated to account management, they will:

Review the history of your hardware issue and any prior support tickets
Determine which billing periods were affected by the confirmed downtime
Void or credit invoices for those periods as appropriate
Arrange a replacement device or repair if that has not already happened

Billing credits are a goodwill resolution — they are not guaranteed, but Styku does take extended hardware issues seriously.

Important note on force majeure: Per Styku's Terms of Service, if your inability to scan is caused by events outside your reasonable control (such as natural disasters, internet or telecommunication outages not caused by you, government restrictions, or pandemics), neither party is responsible for delays or failures in performance. However, this exemption does not apply to payment obligations — fees remain due regardless of force majeure events. Both parties are expected to make reasonable efforts to minimize the impact of such events.

Important note on early cancellation: If you are considering cancelling your subscription rather than waiting for a hardware resolution, be aware that per Styku's Terms of Service, cancelling early means Styku will not refund any prepaid or unused Subscription Fees, and all unpaid fees through the end of your current Subscription Term remain due immediately. Early cancellation fees also continue to apply. If your paid subscription is terminated or expires, Styku may continue to make available Free Services, unless the termination was for cause.

What You Should Do

Open a support ticket as soon as your scanner stops working. The sooner you report the issue, the clearer the record of your downtime will be. Go to the Styku Business Portal at styku.com/portal and complete the support ticket form.
Describe the hardware problem clearly. Include what is not working, when it started, and what you have already tried. If a replacement was sent and also does not work, say so.
Keep a record of your communication. Note dates when you reported the issue, any replacement devices received, and any billing charges that came through during the downtime.
Ask to be escalated to account management or billing. When you contact support, specifically request that your case be reviewed for a billing credit due to hardware-related downtime.
Once your hardware is working again, update your payment method. Log in to the Styku Business Portal, go to Account Management, and update your card details (using an Authorized Payment Method — a current, valid payment method accepted by Styku) to resume your subscription in good standing.

Replacing a Non-Functional Laptop or Tablet

If your scanner's laptop or tablet computer is replaced, your license key will need to be reset before it will work on the new device. Your support contact can reset the license key for you. Once reset, you can activate the new device by entering the license key found in your original user guide, or by retrieving it from the Styku Business Portal.

A Note on Response Times

Styku's target response time for support tickets is one business day. If you have an urgent situation — such as clients booked for scans — submit a ticket so that a ticket is created immediately. There is no phone support line, but your assigned support contact may be able to schedule a video or remote session with you.

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

If the problem persists, contact support and include: your business name, the dates your scanner was non-functional, a description of the hardware problem, any previous ticket or case numbers related to the issue, confirmation of whether a replacement device was sent and whether it worked, and the billing periods you believe should be credited.

Applies to: All Styku configurations; subscription billing and hardware replacement process is the same across all scanner models.

Related Resources

Styku Customer Terms of Service — Early Cancellation
Styku Customer Terms of Service — Effect of Termination or Expiration
Styku Customer Terms of Service — Force Majeure
Styku Customer Terms of Service — Definitions