This policy explains when Flatnumber Ltd ("flatnumber", "we") refunds a payment for a flatnumber subscription. It is part of our Terms of Service (https://help.flatnumber.com/terms/).
1. Try before you pay
Every new community starts with a 30-day free trial. No payment details are needed to start it, and nothing is charged when it ends. You only pay if an administrator chooses to subscribe.
2. What you pay for
A flatnumber subscription is paid once a year, in advance, for one community. The amount depends on the number of units (apartments and garages) in the community on the day of payment. The subscription renews automatically each year until it is cancelled.
3. 14-day refund
You can ask for a full refund within 14 days of any payment: the first payment or a yearly renewal. You do not need to give a reason.
When a payment is refunded, the subscription it paid for ends. The community is not deleted: it becomes read-only, so its members can still see and export its information, and it can subscribe again at any time.
4. After 14 days
After 14 days, payments are not refunded, in full or in part. This includes the case where the community stops using flatnumber, or removes units, before the paid year ends.
You can cancel the renewal at any time. The community then stays fully active until the end of the year already paid, and is not charged again.
5. When we will always put it right
Whatever the date, we will refund a payment that was taken by mistake: for example a duplicate charge, or a charge made after the renewal was cancelled.
6. How to ask for a refund
Write to support@flatnumber.com from the email address of one of the community's administrators, with the name of the community and the date of the payment. You can also use the link in the receipt you received.
We answer within 5 working days. Approved refunds go back to the payment method used for the original payment; your bank or card issuer may take a few more days to show it.
7. Who processes the payment
Payments, invoices and refunds are handled by our payment partner, which sells the subscription to you as an authorised reseller (the "merchant of record"). Its name appears at checkout, on your invoice and on your bank or card statement.
8. Your legal rights
Nothing in this policy limits the rights that the law of your country gives you and that cannot be waived. If you are a consumer in the European Union or the United Kingdom, you have a legal right to withdraw from an online purchase within 14 days; this policy gives every customer the same 14 days, including organisations.
9. Contact
support@flatnumber.com Flatnumber Ltd, 28/flat 11 Nazzarenu Street, Sliema SLM 2074, Malta.