XFlutter Refund Policy

1. Right of Withdrawal and Applicable Periods

Under the *Consumer Contracts Regulations 2013*, you have a period of 14 calendar days from the date of purchase or activation of a service to exercise your right of withdrawal for distance contracts, unless otherwise specified. This period begins:

• For subscriptions or recurring services: the date of subscription.
• For digital products or virtual cards: the date of activation or first use.

Conditions: The right applies only to unused or non-consumed services (e.g., an unconfigured digital wallet or an unissued virtual card). You must not have started using the service during this period to qualify.

Exceptions:

• Consumable services (e.g., money transfers, mobile top-ups, bill payments) are non-refundable after execution, as they are deemed performed with your agreement, except in cases of technical error or fraud attributable to XFlutter.
• Personalized items (e.g., used customizable gift cards) or services tailored to your specifications are not eligible.
• If you expressly consent to immediate execution (e.g., a P2P transfer) and acknowledge the loss of the right to cancel, the withdrawal period is waived upon completion.

To exercise this right, notify us in writing at support@xflutter.com within the 14-day period, including your transaction number and request details. You may use the model cancellation form provided on our website.

2. Eligibility for Refund

We assess refund eligibility based on the following criteria, in line with UK consumer protection laws:

• Unused Services: Full refund if no service is activated or used within 14 days (e.g., undemanded subscriptions or ungenerated virtual cards).
• Partially Used Services: Partial refund may be granted pro-rata, after deducting service fees and used amounts, subject to manual review and agreement.
• Consumed Services: Irreversible transactions (e.g., P2P transfers, currency conversions, mobile top-ups) are non-refundable post-execution, except for proven technical errors, fraud, or non-delivery due to our fault.
• Gift Cards and Special Products: Unused gift cards are refundable within 14 days with proof of purchase; used or partially used cards are not eligible under UK law for personalized goods.
• Recurring Subscriptions: Cancelable anytime via your account, but no refund for the paid or ongoing period, as per standard subscription terms.
• Promotional Offers: Purchases under promotions may have specific refund restrictions, detailed at purchase and compliant with UK advertising laws.

3. Detailed Refund Request Procedure

Submit refund requests within 14 days of purchase or activation, as required by the *Consumer Contracts Regulations 2013*. Late requests are reviewed case-by-case without guarantee.

Steps:

1. Log into your XFlutter account via the app or website.
2. Navigate to "Support" or "Help" and select "Refund Request."
3. Complete the form with: transaction number, purchase date/time, reason for request, and supporting evidence (screenshots, receipts).
4. Alternatively, email support@xflutter.com with the same details or use the model cancellation form.

Response: We acknowledge receipt within 48 hours and provide a full response within 5 business days. A reference number will be issued for tracking, as per UK consumer rights to timely responses.

4. Refund Processing

Method: Refunds are processed via the original payment method (e.g., credit card, XFlutter wallet), unless you agree to an alternative (e.g., wallet credit), in compliance with UK payment regulations.

Deductions: Initial transaction fees (e.g., currency conversion, service fees) are non-refundable, except in cases of our error, subject to investigation and in line with UK consumer law.

Timeline: Approved refunds are processed within 10-15 business days, varying by bank or payment provider policies, meeting the 14-day refund delivery standard where applicable.

Disputes: Contest decisions by emailing refunds@xflutter.com within 30 days. A dedicated team will respond within 15 business days, aligning with UK dispute resolution norms.

5. Special Scenarios and Exceptions

Technical Errors: Failed transactions due to platform issues trigger an investigation; full refunds are issued within 30 days post-confirmation with detailed notification, as required by UK service standards.

Fraud or Unauthorized Use: No refund for user errors (e.g., wrong recipient) or insecure account use. Proven external fraud leads to fund freezing and potential refund after a 60-day investigation, per UK fraud prevention guidelines.

Promotional Periods: Special offers may impose refund limits, noted at purchase and compliant with UK advertising laws.

Force Majeure: Service interruptions due to unforeseen events (e.g., cyberattacks) suspend refunds until resolved, with regular user updates, as permitted under UK contract law.

6. Non-Refundable Policy

Immediate services (e.g., mobile top-ups, P2P transfers) are deemed executed upon activation, waiving withdrawal rights unless an error occurs, as per *Consumer Contracts Regulations 2013*. Spent or transferred funds are non-recoverable, except in proven disputes or technical failures. Excessive requests (over 3 per month) may be declined after review, consistent with fair usage policies.

7. Data Protection and Confidentiality

Refund request data is processed per our Privacy Policy and the *Data Protection Act 2018* (aligned with GDPR), used solely for your request, and not shared without consent unless legally required under UK law.

8. Contact and Customer Support

For questions or assistance, reach us at:

XFlutter
Email: support@xflutter.com
Phone: +44 7599 910663
Address: Flat 1, 4 Oliver Avenue, Holly Court, London, SE25 6TY, United Kingdom
Hours: Monday to Friday, 9:00 AM - 6:00 PM BST (as of 01:05 PM BST, June 15, 2025)
Chat: Available 24/7 via the XFlutter app, with live agents during business hours.

We aim to respond within 48 hours and resolve issues within 5 business days, except complex cases requiring longer investigation, in line with UK consumer service expectations.

9. Changes to This Policy

We may update this policy to reflect service or legal changes under UK law. Updates will be posted here with a new "last updated" date, notified via email or app at least 15 days prior. Ongoing requests follow the policy in effect at submission.

10. Jurisdiction and Dispute Resolution

This policy is governed by the laws of England and Wales. Disputes fall under the jurisdiction of the courts of London. For unresolved issues, contact the Information Commissioner's Office (ICO), the UK’s data protection authority, at https://ico.org.uk.