Terms of service

These terms govern your use of FlowRefund, operated by «Registered legal entity» («Company registration number»), «Registered address». By creating an account you agree to them.

1. What we are — and what we are not

FlowRefund pursues refund claims on your behalf. We assemble the evidence, file the claim with whoever can reverse the charge, receive the money if it succeeds, hold it in your balance, and pay it out to you when you ask.

We are not a bank, building society or credit union. We take no deposits, we pay no interest, we lend nothing, and we are not FDIC or NCUA insured. Your balance is money recovered on your own claims awaiting withdrawal — it is not a savings product and should not be used as one.

We do not provide legal advice, financial advice, tax advice, or debt-management services.

2. Eligibility

You must be at least 18, be the person who was actually charged, and give us accurate information. You may not use the service to pursue a claim you know to be false, or to move money that is not lawfully yours. Doing either is fraud, and we will stop acting for you and report it where we are required to.

3. What we will do

• Assess your claim honestly, including telling you when it is weak.
• Tell you which evidence carries weight for your type of case.
• Track the filing deadline from the date of the transaction.
• Prepare the claim and file it with the appropriate party.
• Receive the recovered funds and credit them to your balance.
• Pay them out to a destination you choose, on request.

4. What we cannot promise

We cannot guarantee any outcome. The decision belongs to the merchant, your bank, or the card scheme — not to us. Anyone in this industry who guarantees a refund is not being straight with you.

We also cannot extend a deadline that has already passed, compel a provider to respond within any particular time, or reverse a decision once a provider has made it, beyond any appeal route the provider itself offers.

5. Your balance

How money arrives

When a claim succeeds, we receive the recovered amount and credit it to your balance, less our fee (section 6). Every movement in and out is recorded as a permanent ledger entry you can inspect on your wallet page. Entries are never edited or deleted, so your balance can always be reconciled line by line.

What your balance is not

• It earns no interest, and we do not invest or lend it.
• It is not insured by FDIC, NCUA, or any deposit guarantee scheme.
• It is not a payment account. You cannot send money to other users, and it may only be withdrawn to a destination in your own name.

Withdrawals

• You can withdraw at any time, subject to a minimum amount and to the checks below.
• Funds are reserved the moment you request a withdrawal, so the balance you see is always the balance you can actually use.
• Withdrawals are reviewed before they are sent. If one fails or is cancelled, the money is returned to your balance as a visible reversal.
• You are responsible for the accuracy of the destination you give us.

Crypto withdrawals

If you choose a crypto destination, understand that a transfer to the wrong address or the wrong network is irreversible and cannot be recovered by us, by you, or by anyone. Check both before confirming. You are also responsible for any tax consequences of receiving value in crypto, and for network fees where they apply.

Identity checks

We may need to verify your identity before releasing funds, and to re-verify it later. This is a legal obligation, not a formality — where we cannot complete it, we may have to hold a withdrawal. We may also be required to refuse or report a transaction, and in some cases we are prohibited from telling you why.

Dormant balances

If a balance sits untouched and we cannot reach you for an extended period, we will make reasonable efforts to contact you and will then deal with the funds as unclaimed property law requires. We will not absorb your money.

6. Fees

The assessment is free. If a claim recovers money for you, our fee is 20% of the amount recovered. If nothing is recovered, there is no fee. There is no subscription and no upfront charge. See pricing for detail.

Because we receive the recovered funds first, the fee is deducted at that point and shown as its own ledger entry — you see the gross amount recovered and the fee taken, not just a net figure.

7. Withdrawing and cancelling

You can withdraw a claim at any time before it closes. If it has already been filed, we will notify the provider, but we cannot always stop a decision already in motion.

You can close your account at any time. Any remaining balance must be withdrawn first, or we will hold it for you until you claim it. See the privacy policy for what happens to your data.

8. Acceptable use

Do not upload malware, attempt to reach another user's claims or balance, probe the service for vulnerabilities without permission, or use the service to launder or disguise the origin of funds. We may suspend an account and freeze a balance where we reasonably suspect any of these.

9. Liability

We are liable for failing to exercise reasonable care and skill in preparing and filing your claim, and for the safekeeping of funds we hold for you. We are not liable for the decision a provider reaches, for a deadline missed because evidence was not supplied in time, for a transfer sent to a destination you gave us incorrectly, or for indirect or consequential loss. Nothing here limits liability for death, personal injury, or fraud, and nothing removes any statutory rights you have as a consumer.

10. Complaints

If we get something wrong, our complaints procedure explains how to raise it and what happens next.

11. Changes and governing law

We may update these terms; if a change materially affects you we will tell you by email before it takes effect. These terms are governed by the law of «Registered address», and disputes fall to the courts there. Where «Regulator and licence number, if applicable» applies to this service, that regime applies in addition.