We want billing issues resolved without friction. Contact us within 14 days of the relevant charge, or sooner where possible. Mandatory consumer rights and any more protective checkout-provider policy always remain available.
1. How to request a refund
Email [email protected] with the account email, organisation name, transaction or receipt identifier, purchase date, and a short explanation. Do not send card numbers or passwords. We respond to support and refund requests within three business days.
You can also use the support, receipt, or manage-subscription link supplied by the payment service. If that service is identified as the seller or merchant of record, its buyer support and refund process also apply.
2. Eligibility
Unless law or the checkout provider gives you stronger rights, refund requests should be made within 14 days of the charge. We review the request, product access, consumption, technical history, and any material mismatch between the purchased service and its description.
- Duplicate or incorrect charges are eligible for correction.
- A material technical defect that prevents use and cannot be resolved in a reasonable time may qualify for a full or partial refund or restored credit.
- An unused Single Case purchase may qualify for a refund when requested within 14 days.
- A consumed case, completed export, or substantially used allowance is normally non-refundable once the digital service has been supplied, except where law requires otherwise.
- Dissatisfaction with a technical finding, risk status, or regulator decision is not by itself a service defect because Filovara does not promise a particular legal or regulatory outcome.
3. Subscriptions and cancellation
You may cancel a recurring subscription at any time through the billing or customer-portal route provided for the active checkout, including the link in your receipt. Cancellation stops future renewal and normally takes effect at the end of the paid billing period.
We do not automatically refund a partially used billing period. If you believe the renewal was incorrect, the service was unavailable, or law gives you a withdrawal right, submit a request and we will review it under this policy and the applicable checkout-provider terms.
4. Checkout-provider rules
The provider named at checkout and on the receipt processes the refund. Provider buyer terms may grant additional rights or require the request to be submitted through its portal. Where this policy, provider terms, and mandatory law differ, the most protective non-waivable right applies.
Filovara does not issue an off-platform transfer as a substitute for a provider refund. This protects the transaction record, tax treatment, and original payment method.
5. Approval and timing
If approved, the checkout provider returns funds to the original payment method where possible. Provider review and bank processing times vary. Access, credits, and downloadable materials connected to the refunded purchase may be removed once the refund is approved.
6. Fraud, abuse, and chargebacks
We may refuse discretionary refunds where there is evidence of fraud, refund abuse, or manipulation. This does not limit lawful card-scheme disputes or mandatory consumer remedies. Please contact us before filing a chargeback so we have an opportunity to investigate and resolve the issue.