STP*V*RELATIO.US Charge: How to Cancel, Refund, and Dispute

A charge labeled STP*V*RELATIO.US on your card or bank statement is a subscription fee from Relatio, a relationship and emotional well-being app published by Arbinare Limited, a company registered in Cyprus with a billing address in Limassol.¹ If you weren’t expecting it, the charge almost always traces back to a paid trial that rolled into a full subscription, or to an auto-renewal on a plan someone in your household signed up for earlier.²

What Relatio Is

Relatio, marketed as “Relatio: Paired Relationship,” is a mobile app on the Apple App Store and Google Play. It isn’t a dating service. It offers relationship guidance, mood tracking, journaling, and expert-led courses for individuals and couples.³ Arbinare Limited, the developer, was registered in Cyprus in November 2022.¹

If the name is unfamiliar, check whether a partner, spouse, or teen downloaded the app on a device that shares your payment method. The descriptor itself is routine: “STP” refers to Straight Through Processing, an automated payment-handling method, and “V” indicates a Visa-network transaction.⁴ The same charge can appear on statements with prefixes like CHKCARD, POS Debit, PURCHASE, PRE-AUTH, or PENDING.⁵

Why the Charge Keeps Appearing

Two billing patterns explain nearly every surprise charge. First, Relatio’s paid trials convert automatically into full-price subscriptions once the trial ends, unless the user cancels first. Second, all Relatio plans — weekly, monthly, three-month, six-month, or annual — renew on their own until the user cancels.² App Store pricing runs from about €8.99 per week to €49.99 per year, with a coaching program at €59.99.⁶

Users across both app stores have reported being charged amounts they did not expect. One Google Play reviewer said they were billed $45 per month after an initial $19 payment, with no clear notice that the purchase would trigger an ongoing subscription.³ Apple reviewers described charges of €40 or €70 after what they believed was a one-time purchase. In responses to those reviews, Arbinare Limited said it is “actively working on making subscription terms and reminders much clearer inside the app.”⁶

How to Cancel Relatio

Relatio documents two cancellation paths, and the right one depends on where you originally subscribed.

By email, send a message to support@getrelatio.com from the email address tied to your account, with the subject line “Unsubscribe.” Relatio’s subscription policy states that cancellation is only complete once the support team replies to confirm it, so keep that reply.²

Inside the app, open Profile at the bottom right, then Settings at the top right, then Manage Subscription, then Cancel Subscription.⁷

If you subscribed through the Apple App Store or Google Play rather than directly on the website, canceling inside the Relatio app may not stop billing. Apple and Google handle in-app subscriptions through their own stores, so you also need to cancel in your Apple ID subscription settings or Google Play subscriptions page.

Timing matters. Relatio’s terms require cancellation at least 24 hours before the current period ends, otherwise the next cycle will bill as scheduled.⁸

Getting a Refund From Relatio

Relatio’s default position is that purchases are non-refundable. The subscription policy says refunds are at the company’s “full discretion,” and canceling partway through a billing period does not entitle you to money back for the unused time.²

Two exceptions apply based on where you live. California residents can cancel without penalty before midnight of the third business day after signing up and receive a full refund within ten days. Residents of the EU can cancel within 14 calendar days of registration and receive a proportionate refund for unspent credits.⁸ Refund requests go to support@getrelatio.com.²

Disputing the Charge With Your Bank

If Relatio refuses a refund, doesn’t respond, or keeps billing after you cancel, you can dispute the charge through your card issuer. The Fair Credit Billing Act lets you dispute billing errors, including unauthorized charges, in writing within 60 days of the statement date on which the charge first appeared.⁹ Federal law caps liability for unauthorized credit card charges at $50, and many issuers go further with zero-liability policies.¹⁰

A typical dispute runs in four steps:

Call the number on the back of your card to open the dispute, then follow up in writing to the issuer’s billing inquiry address, not the payment address.
Include your name, account number, the transaction amount and date, and a short explanation of why you dispute the charge. Attach any emails or screenshots from your dealings with Relatio.
Send the letter by certified mail with a return receipt so you have proof it arrived.
Wait for the issuer. It must acknowledge the dispute within 30 days and resolve it within 90 days.¹⁰

While the dispute is being investigated, you don’t have to pay the disputed amount, and the issuer cannot report it as delinquent to credit bureaus.¹¹ For Visa cards, dispute condition 13.2 specifically covers recurring transactions billed after a cancellation request, which gives your bank a direct basis for a chargeback if Relatio continued charging you after you asked to cancel.¹²

1
Cyprus Companies Registry. Arbinare Limited Company Details
2
Relatio. Subscription Policy
3
Google Play. Relatio Paired Relationship App
4
Stripe. What Is Straight Through Processing
5
WhatsThatCharge. Stp V Relatio Us Limassol Cy
6
Apple App Store. Relatio Couples Relationship
7
Relatio. Contact Us
8
Relatio. Terms of Use
9
Consumer Financial Protection Bureau. How Do I Dispute a Charge on My Credit Card Bill
10
Federal Trade Commission. Using Credit Cards and Disputing Charges
11
California Department of Justice. Credit Cards Dispute Charge
12
Visa. Dispute Management Guidelines for Visa Merchants