Refunds & Cancellation Policy

1. Scope

This policy explains how Flux International ("Flux", "we", "us") handles refunds, cancellations and reversals in respect of (a) platform fees charged by Flux and (b) money movements processed through Flux's licensed banking and payment partners (the "Partner Institutions").

2. Platform Subscription & Service Fees

• Subscription and service fees paid to Flux are billed in advance on a monthly or annual basis.
• You may cancel a paid plan at any time from the dashboard. Cancellation takes effect at the end of the current billing cycle.
• Fees already paid are non-refundable except where required by applicable law or as set out in your written agreement with Flux.
• Where service was not provided due to a verified Flux outage exceeding the SLA, a pro-rata service credit will be applied to your next invoice.

3. Transaction-Level Refunds & Reversals

Once a payment instruction has been authorised, transmitted to a Partner Institution and cleared by the receiving network, the transaction is generally final and irrevocable. We will, however, attempt the following on a best-efforts basis:

• Pre-clearing recall: if you notify us before the funds have been settled to the beneficiary, we will request the Partner Institution to cancel the instruction at no fee.
• Post-clearing recall: we will lodge a recall request with the receiving bank. Recovery is not guaranteed and depends on the receiving bank's cooperation and the beneficiary's consent. Network and recall fees may apply.
• Failed / rejected payments: where the network rejects a payment, the principal is returned to your wallet, typically within 1–10 business days. Third-party intermediary fees, if deducted in transit, are non-refundable.
• FX conversions: completed FX trades cannot be reversed. Any reversal would be effected as a new conversion at the prevailing market rate, which may differ materially from the original.

4. Unauthorised or Erroneous Transactions

If you believe a transaction was not authorised by you or was processed in error, notify us immediately at support@fluxinternational.org, and in any event within 30 days of the transaction date. We will investigate, coordinate with the relevant Partner Institution, and, where the claim is upheld, restore the affected funds in accordance with applicable payment-services regulations.

5. Card Payments & Chargebacks

Card-funded top-ups are governed by the rules of the relevant card network (Visa / Mastercard / RuPay / etc.) and the terms of the issuing bank. Chargebacks must be raised through your issuing bank within the timeframes set by the network. Flux will cooperate with all valid chargeback investigations and may charge the cardholder reasonable representment costs where a chargeback is found to be unfounded.

6. Account Closure

You may close your Flux account at any time, provided there are no pending transactions, no negative balance and no open compliance review. On closure, any positive wallet balance — net of accrued fees and lawful deductions — will be returned to a verified bank account in your name within a reasonable period and in line with applicable regulatory holding rules.

7. Disputes & Escalation

If you are not satisfied with our handling of a refund or cancellation request, you may escalate the matter to grievance@fluxinternational.org. We will acknowledge your complaint within two (2) business days and aim to resolve it within thirty (30) days. If you remain dissatisfied, you may refer the matter to the relevant financial-services ombudsman or regulator in your jurisdiction.

8. Fraud & Sanctions Holds

No refund will be issued for transactions blocked, frozen or returned as a result of applicable anti-money-laundering, counter-terrorism-financing or sanctions controls until those controls have been satisfied. Funds withheld in such circumstances will be dealt with in accordance with law and the instructions of the competent authority.

9. Updates to This Policy

We may update this policy from time to time. Material changes will be notified through your dashboard or by email at least fourteen (14) days before they take effect.

10. Contact

For all refund and cancellation requests, please write to support@fluxinternational.org or use the in-app help channel from your dashboard.