Refund Policy

1. Scope and Relationship to Other Documents

Read this Refund Policy together with our Terms of Use, License Terms (EULA), Legal Notice, and Privacy Policy. If there is a conflict, the Terms of Use prevail, except that this Refund Policy governs refunds and chargebacks. Nothing here limits non-waivable consumer rights.

2. Nature of Delivery

2.1 When Delivery Begins

“Delivery” begins when we make the Digital Product available to you through a functioning access method (for example: email, a download link, your account dashboard, transmission/display of a license key or activation code, API credentials, or other access credentials), and either:

• (a) you access, download, redeem, stream, retrieve, unlock, or otherwise use the Digital Product (including any component such as a download link, license/activation key, API credentials, or access credentials); or
• (b) we can reasonably verify, using commercially reasonable records, that access was successfully provisioned and available for use, and you do not report an inability to access the Digital Product after following reasonable troubleshooting steps within fourteen (14) calendar days of successful payment confirmation (contact: [email protected] or our contact form). For faster resolution, please contact us within seventy-two (72) hours.

Immediate Availability
Digital Products are typically available immediately after successful payment confirmation. If you do not receive access within fifteen (15) minutes, contact us so we can re-deliver or restore access.

Email Delivery
We may use third-party transactional email providers (such as Postmark) to send service-related emails about your account and purchases. Delivery times may vary due to your email provider, filtering rules, and network conditions.

Delivery Clarification
For avoidance of doubt, Delivery may begin even if you choose not to access or download the Digital Product, provided that access was successfully made available and no timely delivery failure is reported, except where required by law. After fourteen (14) calendar days, we may treat Delivery as having occurred, unless you have non-waivable rights under applicable law or we determine, in good faith, that Delivery failed.

2.2 Evidence of Delivery

For purposes of customer support, refund evaluation, payment dispute resolution (including chargebacks), Delivery may be evidenced by one or more of the following records, individually or in combination:

• (i) confirmed access enabled in your account or customer dashboard;
• (ii) sending the Digital Product, access link, or credentials to your registered email address;
• (iii) transactional email delivery signals or logs (such as delivery status, bounces, or suppression status), where available;
• (iv) server logs recording activation, redemption, or click-through of download/access links;
• (v) timestamped access events, downloads, or streaming sessions associated with your account or transaction;
• (vi) transmission or display logs of license keys, activation codes, or API credentials;
• (vii) provisioning logs for Online Services (including SaaS features, workspaces, account upgrades, or entitlements), if and when offered;
• (viii) payment processor confirmation of a successful payment, coupled with system availability records indicating the access method was functioning;
• (ix) support ticket or contact history demonstrating troubleshooting steps and the outcome (including successful access or restoration);
• (x) any other commercially reasonable technical evidence demonstrating that access was made available and/or successfully used.

Data Retention
We maintain these records in accordance with industry practices and applicable data protection laws. See our Privacy Policy (including the Data Retention section) for details.

2.3 Your Responsibilities

To help ensure successful Delivery and preserve your refund rights, you are responsible for:

• (a) maintaining access to your registered email address and any account credentials;
• (b) checking spam/junk folders and email filtering rules if you do not receive access credentials within fifteen (15) minutes;
• (c) testing access promptly after purchase (recommended within seventy-two (72) hours);
• (d) reporting delivery/access issues within fourteen (14) calendar days of successful payment confirmation, and providing reasonable details such as: error messages (exact text or screenshots), device/browser information, and steps you tried; and
• (e) following reasonable troubleshooting steps provided by our support team.

Access Recovery
If you lose access to your registered email address or account, it may limit our ability to re-deliver or restore access; however, we will make commercially reasonable efforts to assist upon verification of your identity and purchase.

2.4 Good Faith Commitment and Dispute Resolution

We investigate refund requests in good faith and aim to resolve issues fairly. We do not intend to rely on technicalities to deny legitimate claims where Delivery clearly failed due to our fault. We encourage you to contact us before initiating a chargeback so we can attempt to resolve the issue promptly. If a payment dispute or chargeback is filed, we reserve the right to submit evidence of Delivery (see Section 2.2) to payment processors and card networks as permitted by applicable rules. We maintain Delivery-related records solely for delivery verification, fraud prevention, and dispute resolution purposes, not for behavioral profiling or marketing.

Customer-Centric Approach
If there is a genuine delivery issue, we will attempt re-delivery or restoration first and, if that is not feasible or does not resolve the issue, may provide a replacement or refund as appropriate under this Refund Policy and applicable law.

2.5 Mandatory Consumer Rights

Nothing in this Section limits any non-waivable consumer rights that apply in your jurisdiction.

EEA/UK Customers (if applicable)
Our website may be accessible from the EEA and the United Kingdom; however, we do not currently market to or intentionally target individuals in those regions, and we restrict purchases (for example, by disabling those countries at checkout). If a sale is processed to a consumer residing in these jurisdictions despite our restrictions, mandatory consumer rights apply where required by law. See Section 4.

Other Jurisdictions
If your local laws provide mandatory consumer rights that cannot be waived or limited by this Policy, those rights remain fully applicable.

3. General Rule

Once Delivery has begun, purchases are non-refundable, except as described in this Refund Policy or where otherwise required by applicable law. Where a refund is not required by law, we may, at our discretion, provide one based on the circumstances and the evidence available (including delivery/access records), consistent with this Refund Policy. Without limiting mandatory rights, we may consider a refund in the following situations:

• (i) A verifiable technical failure not attributable to your environment persists after reasonable assistance.
• (ii) A defect or lack of conformity exists under applicable consumer law.
• (iii) A duplicate purchase or charge occurred.
• (iv) The transaction is unauthorized under card-network or payment processor rules.

4. EEA/UK Withdrawal Right for Digital Content

If EEA/UK consumer law applies to your purchase, and Delivery has not begun, you may withdraw within 14 days of the order and receive a refund. At checkout, and before Delivery begins, we present a clear prompt to request immediate access and to acknowledge that you will lose the 14-day right of withdrawal once Delivery begins.

• Immediate access option (waiver): If you choose immediate access before the end of the 14-day period, you expressly request us to begin performance immediately and acknowledge that you lose your 14-day right of withdrawal once Delivery begins (Directive 2011/83/EU, Art. 16(m); UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). We confirm this on a durable medium (for example, by email).
• Consumer rights preserved: Nothing here limits non-waivable rights or remedies (including those under Directive (EU) 2019/770 and applicable national law).

5. Not Eligible

• Successful access/download where the product matches its description.
• Incompatibility where the product meets stated requirements (buyer must verify compatibility).
• Outdated or unsupported software/hardware.
• Change of mind/design/style preference.
• No internet access or connectivity issues.
• Custom/personalized services already commenced.
• Renewed subscription period already started with access available (if/when subscriptions are introduced).

6. Reporting Windows

• No access (delivery failure): Report within 14 days of purchase. For faster resolution, contact us within 72 hours. If we can reasonably verify access was provided and no delivery failure is reported within 14 days, we may treat Delivery as begun for purposes of this Refund Policy, except where required by law.
• Technical issues after access: Report promptly after discovery so we can troubleshoot and provide a fix, replacement, or other remedy. For faster resolution, we recommend contacting us within 72 hours.
• EEA/UK withdrawal: See Section 4.

7. Redelivery and Support First

If you cannot access your product, we will restore access or re-deliver before considering a refund.

8. How to Request a Refund

To request a refund, contact us by email or through our contact form using, where possible, the same email address used for the purchase. Include your order number, the product name, and a brief explanation of the issue. If the issue is technical, please include your device/OS and any relevant screenshots. We may conduct a technical and legal review before approval.

9. Timelines and Method

We aim to acknowledge refund requests within 1-2 business days and to resolve them within 5 business days (approval, request for additional information, or a reasoned denial) as a non-binding target. Approved refunds are issued to the original payment method and processed in the currency of the original charge. If your payment involved currency conversion, the amount you receive in your local currency may differ, even if the refund is processed in the original currency, due to exchange rates and fees applied by your bank, card issuer, payment provider, or network. Customers typically see the credit within 5-10 business days, depending on their bank or card issuer. These timeframes are indicative only and may vary based on request volume and third-party payment processing times. We do not refund bank fees, foreign exchange or conversion costs, intermediary fees, withholding, or any other third-party charges or deductions imposed by your bank, card issuer, payment provider, or network.

10. Effect of a Refund and Chargebacks

If a refund is issued, any related license(s), key(s), and access to the refunded Digital Product will be revoked or disabled. You must stop using it and permanently delete any copies and license keys in your possession or control. This does not affect independent works you created using the product, provided they do not include or redistribute the Digital Product itself. If you dispute a charge, please contact us first so we can help. If a chargeback is initiated, we may close the support ticket and handle the matter through the card network/processor, including submitting delivery and access evidence where permitted.

11. Tax Information

Taxes are handled as described in our Terms (Orders, Pricing, and Taxes) and further explained in our Legal Notice. If a refund is approved, any taxes we collected will be refunded to the extent permitted by law and the payment processor’s capabilities (in some jurisdictions or scenarios, certain taxes may be non-refundable once remitted).

12. Anti-Fraud and Evidence

To verify Delivery, prevent fraud, and manage disputes, we may log, in a proportionate and reasonable manner, access/download events, IP/device data, license states, and email deliverability, as described in our Privacy Policy (which specifies lawful bases, retention, and your rights).

13. Bundles and Partial Refunds

For bundles, refunds normally apply to the entire bundle transaction. Partial refunds for single items within a bundle are not provided unless required by law.

14. Refund Eligibility Guidance

15. Updates

We may update this Refund Policy from time to time. When we do, we will revise the “Last Updated” date at the top. Unless stated otherwise, the updated version will apply on a going-forward basis. Where required by law or where changes are material, we will provide additional notice (e.g., via the Site or by email). We may also summarize material changes on our Refund Policy Log.

16. Contact us

• Support or Refunds: [email protected]
• Contact form: flexabits.com/contact-us
• Support hours: 9:00 AM – 5:00 PM ET (New York time), Monday to Friday.
• Typical response time: 1-2 business days. Closed on weekends and US holidays.