Refund Policy

Version 1.4 - Last updated September 6, 2026

1. Overview

This Refund Policy explains how Luna Exim, Inc. ("fylt," "we," "us," or "our"), with principal address in Bangalore, Karnataka, India handles refunds, credits, and billing corrections for paid subscriptions to the fylt platform (the "Service"). It supplements, and should be read together with, Section 6 ("Cancellation, Downgrades & Refunds") of our Terms of Service. Where this Policy and the Terms of Service conflict, the Terms of Service control.

As a general rule, subscription fees are billed in advance for the billing period you select and are not refunded for time already paid for, whether or not you actively use the Service during that period. We make a limited number of exceptions, described below, and we always honor refund rights required by applicable law.

2. Free Trial — Nothing to Refund

fylt offers a three (3) month free trial with access to every module and a single member seat, and a payment method is not required to start it. Because no payment is collected during the trial, there is nothing to refund until you actively choose to subscribe to a paid plan. If you do not convert to a paid plan, your account and trial data are suspended (not immediately deleted) at trial expiration. You may request deletion at any time. Suspended trial data is not automatically deleted after a fixed number of days; we may permanently delete it when you request deletion, when we process an account-deletion request, or as required by applicable law.

3. How Billing Works

Paid plans (plan names and features are as currently described on our Pricing page, which is always the authoritative reference — tier names may be updated over time) are billed in advance, monthly or annually depending on the billing cycle you select, using the payment method on file. Payments are processed on our behalf by Razorpay Software Private Limited, our third-party payment processor. Fees are exclusive of applicable taxes, which are added where required by law and are refunded only to the extent the underlying fee they were charged on is refunded.

4. Cancellations, Downgrades & Automatic Pro-Rated Refund

You may cancel or change your subscription at any time from Studio billing settings. Unlike many subscription products, cancelling, downgrading to a lower-cost plan, or reducing seats takes effect immediately — your plan access and seat allowance change right away, not at the end of your current billing period.

Because access changes immediately, we automatically calculate and issue a pro-rated refund to your original payment method for the unused portion of your current billing period at the same time, without you needing to request one. The amount is based on the time remaining in your current period and is capped so it can never exceed what you actually paid for that period, or, in total, everything you have ever paid us. On an annual plan, the refund is calculated after first deducting the plan's full undiscounted monthly rate for each full day you used it — this protects against subscribing at an annual discount and cancelling almost immediately for a larger refund than the discount would otherwise justify — and we always charge for a minimum of 3 days of usage even if you cancel sooner than that. Upgrading, or changing plans without cancelling or downgrading, does not generate a refund. Referral bonuses, when earned, are held as account credit and applied to a later fylt charge; they are not the same as a refund.

5. When We Issue a Refund

In addition to the automatic pro-rated refund described in Section 4, we also issue a refund or, where noted, an account credit in the following circumstances:

• Duplicate or erroneous charges. If our billing system charges you twice for the same billing period, or charges an amount that does not match the plan and cycle you actually selected, we will correct the error and refund the difference.
• Extended, fylt-caused outage. If a Service-wide outage caused by fylt (not by a third-party provider, your own network, or scheduled maintenance we've given notice of) prevents you from using a paid plan for a material part of a billing period, we may issue a pro-rated credit at our discretion.
• Legally required refunds. Where applicable consumer-protection law entitles you to a refund — including the statutory withdrawal rights described in Section 6 below — we honor that right.
• Expressly stated at the time of purchase. Any refund term expressly presented and agreed to at checkout for a specific plan or promotion controls over the general rule in Section 1 above, for that purchase only.

Outside of Section 4's automatic refund and these circumstances, and except as required by law, subscription fees are non-refundable — in particular, staying on your current plan for the rest of a billing period you have already paid for, then simply not using the Service, does not itself entitle you to anything back. fylt does not offer a general money-back guarantee or a fixed refund window (such as a "14-day" or "30-day" refund period) beyond what Sections 4 and 6 already provide — the free trial described in Section 2 exists precisely so you can evaluate the Service at no cost before you ever pay anything.

6. Statutory Withdrawal Rights (EEA/UK & Similar Jurisdictions)

If you are a consumer in the European Economic Area, the United Kingdom, or another jurisdiction that grants a statutory right to withdraw from a distance contract for digital services, you may generally have a limited right to withdraw and receive a refund within fourteen (14) days of subscribing, subject to the conditions below.

Because fylt is a continuously-delivered digital service, that withdrawal right ends early once you expressly ask us to begin your paid subscription immediately and you acknowledge that you lose the withdrawal right once performance begins — the same acknowledgment presented to you at checkout. If you have not made that request, or your jurisdiction's law otherwise entitles you to withdraw, contact us using Section 8 below within the applicable window and we will refund the fees for the affected period. This right applies to the initial subscription charge; it does not restart on each renewal.

7. What Isn't Covered

• Change of mind after a billing period has started and performance has begun, outside Sections 4 and 6.
• Dissatisfaction with a feature, integration, or AI-assisted output that performed as documented.
• Suspension or termination of your account for breach of our Terms of Service, non-payment, or unlawful use.
• Fees, taxes, or currency-conversion charges applied by your bank, card issuer, or Razorpay that are outside fylt's control.
• Remaining unused time on an upgrade, or on a plan change that neither cancels nor downgrades your subscription — only a cancellation, downgrade, or seat reduction generates the automatic refund described in Section 4.

8. How to Request a Refund or Report a Billing Issue

To request a refund, report a duplicate or incorrect charge, or ask a billing question, contact us at billing@fylt.app or through our Contact Us page with your account email and the invoice or charge you're asking about. We aim to acknowledge every billing request within two (2) business days and to resolve most requests within ten (10) business days.

9. Refund Processing & Timing

Approved refunds are returned to the original payment method through Razorpay. Once we issue a refund, it typically appears on your statement within five (5) to ten (10) business days, though the exact timing depends on your card issuer or bank and is outside fylt's control. We are unable to issue a refund to a different payment method or as cash.

10. Chargebacks

If you believe you were charged in error, please contact us using Section 8 before filing a chargeback or dispute with your bank or card issuer — most billing issues can be resolved faster this way. Filing a chargeback for a charge that was authorized and for which the Service was actually provided may result in suspension of your account while the dispute is investigated.

11. Changes to this Policy

We may update this Refund Policy from time to time. If we make a material change, we will notify you by email or through an in-product notice before the change takes effect, except where a change is required to reflect applicable law immediately. This Policy does not reduce any refund right you already accrued under the version in effect at the time of your purchase.

12. Contact

Questions about this Refund Policy can be sent to legal@fylt.app or through our Contact Us page.