Refund policy
If flottra does not do what you needed, you should not pay for it. The first payment on any plan is refundable in full for 14 days, no questions asked. Renewals are not, because you can cancel before they happen; we explain the exceptions below.
1. Your first payment: 14 days, full refund
When you move a workspace from the Free plan to a paid plan for the first time, you have 14 days from that payment to ask for a full refund, whatever the reason. This applies to monthly and yearly plans alike. Email hello@flottra.com from the address on the workspace and say which workspace it is; that is all we need.
Where you are a consumer in the UK or the EU, this is also how you exercise your 14-day right to cancel a contract for a digital service. Because the service starts as soon as you pay, you agree at checkout that it begins during the cancellation period; the refund above is what you get if you change your mind within it.
2. Renewals
Subscriptions renew automatically, and the panel shows the renewal date. You can cancel at any time before it; cancelling stops the next charge and you keep the plan until the end of the period you paid for. A renewal that has already been charged is not refunded, with two exceptions:
- You cancelled before the renewal date and were charged anyway. Tell us and we refund it in full.
- A renewal was charged within the last 7 days and the workspace has not been used since. We will refund it as a courtesy; ask.
3. Yearly plans
A yearly plan is the price of ten months, paid once. After the 14-day period it is not refunded pro rata; if you want to leave, cancel and the plan runs to the end of its year. If you are unsure, start monthly and switch to yearly later from the panel.
4. If the service is down or broken
X changes its design and things break; we fix them, usually within hours. If a paid workspace could not run any of its accounts for more than 3 consecutive days because of a fault on our side, we credit that time to your next bill, or refund it if you would rather leave. This does not cover accounts limited, locked or suspended by X, proxies that stopped working, or a computer that was switched off: none of those are ours to fix.
5. What we do not refund
- Time already used on a plan, after the first 14 days.
- Fees for extra accounts added part-way through a period.
- Charges on a workspace that was closed for breaking our terms of service.
6. How refunds are paid
Refunds go back to the card or payment method you paid with, through the payment provider that took the payment. We issue them within 5 working days of agreeing to one; your bank may take a few more days to show it. Where a provider acted as the seller of record, its receipt is what you will see reversed.
7. Before you open a chargeback
Write to us first. Everything on this page is quicker by email than through your bank, and a chargeback on a payment we would have refunded anyway costs everyone time. We answer within two working days.