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Fluize Refund Policy

Version 2.1 · effective from 2026-10-25

1. Refunds, no reason needed

You can ask for a refund of a purchased level within 14 calendar days of the purchase date, for any reason, even if you've already studied it.

2. How to ask

• Email [email protected], ideally from your account's address, with the purchase date and the level (or "subscription").
• We confirm receipt of your request by email.
• If we can't find the purchase from your email, we'll ask for a detail from your Stripe receipt, never your card number.

3. What happens next

• We refund the amount you paid, in Canadian dollars (CAD), the currency of the charge, to the same card, through Stripe, within 5 business days of your request. Your bank may take a few more days to show the credit.
• The refund removes the level from your account automatically, as soon as Stripe records it. Your progress in it is kept, in case you unlock it again.
• If your card isn't in CAD, your bank converts the refund back, at the exchange rate of the day of the credit. Bank fees, IOF and exchange-rate differences between purchase and refund are outside our control, except under Brazil's 7-day withdrawal right (Consumer Protection Code, section 9), where you get the full refund the law guarantees.

4. After the deadline

After that, the purchase is final, unless your local law gives you another right, for example if the level doesn't work as described. In that case, write to [email protected]: we'll fix it, unlock it again or refund you.

5. Chargebacks

If you dispute the purchase with your bank or card issuer, the level is removed while the dispute is open. If the dispute is decided in our favour, the level comes back. Asking us directly for a refund is faster.

6. Monthly subscription

• First charge: you can ask for a full refund within 14 calendar days of subscribing, for any reason, at the address in section 2. The subscription ends right away, with no new charge, and the levels that came from it close; your progress is kept.
• Renewals: cancelling takes effect at the end of the period already paid, and the current month isn't refunded, in whole or in part, unless your local law gives you another right.
• Stopping payments needs no request: cancel in My account → Manage subscription (Stripe's secure page), without writing to anyone. Access continues until the end of the period already paid.
• Disputing an invoice with your card issuer: the subscription is cancelled and its levels close.
• Closing the subscription's levels never removes your free level, levels bought on their own, levels unlocked with points or courtesy levels.

7. Levels unlocked with points

Points aren't money, so a points redemption isn't refunded in cash. If you redeemed points by mistake, write within 14 days and we'll give the points back and remove the level.

8. If Fluize shuts down

What happens to purchased levels and to the subscription is in the Terms of Use, section 8.

9. Your consumer rights

This policy adds to your consumer rights; it doesn't replace them.

• Brazil: you keep the 7-day withdrawal right under the Consumer Defence Code (art. 49), for buying a level and for taking out the subscription, with a full refund; you can use it through the same channel you bought with or by email (Decree 7.962/2013).
• Ontario and other Canadian provinces: you keep the internet-agreement cancellation rights your province's law gives you.
• European Union: you keep your country's mandatory rules.

Contact: [email protected]

Version history: 2.1, 2026-10-25: refunds in CAD, the currency of the charge · 2.0, 2026-10-23: summary, monthly subscription, how to ask with confirmation of receipt, automatic removal of the level, and rights by place · 1.0, 11-Oct-2026: first version (never in effect).