Cancellation & refunds policy

Last updated: April 2026

This policy explains how cancellations, subscription changes, and refunds work for FlatZ services and payments made through our authorised payment partners. Specific commercial agreements or order forms may override this policy where they explicitly say so.

1. Subscriptions & renewals

If your organisation has an active subscription or licence for FlatZ, renewal terms, notice periods, and cancellation rights are set out in your agreement or order confirmation. To cancel or change a commercial subscription, contact your FlatZ account contact or write to info@flat-z.com.

2. Cooling-off and mistaken charges

If you believe a payment was made in error or without authorisation, contact us immediately with transaction details. We will work with our payment partners to investigate in line with applicable rules and card/network policies.

3. Refunds (general)

Eligible refunds — Where a fee was collected for a service that was not delivered due to our fault, or where required by law or your contract, we will process a refund or credit as agreed.
Processing time — Approved refunds are typically initiated within a reasonable period (often 5–14 business days) and may take additional time to appear on your bank or card statement depending on your bank.
Non-refundable items — Certain fees (for example, one-time setup or third-party pass-through costs) may be non-refundable if stated in your quote or invoice.

4. Payment gateway disputes

If you paid through Razorpay or another provider, chargebacks and disputes may be handled under that provider’s process. Providing accurate order references helps us resolve cases faster.

5. Digital services

FlatZ primarily delivers digital access. There is no physical return shipment for standard software access. “Cancellation” usually means ending or downgrading service access according to your plan and contract.

6. Changes to this policy

We may update this page from time to time. The “Last updated” date at the top will change when we do.

7. Contact

For cancellation or refund questions: info@flat-z.com · Contact form