Refund & Cancellation Policy
Last updated: December 28, 2025
Quick Summary
- Subscriptions: Cancel anytime, no refunds for partial months
- Circle Contributions: Non-refundable once processed (peer-to-peer commitment)
- Disputes: Contact us within 14 days for resolution
- Processing: Approved refunds within 5-10 business days
1. Subscription Refunds
SusuFlex offers monthly subscription plans (Starter, Premium, Business). Here's our subscription refund policy:
Eligible for Refund
- First payment within 7 days (new subscribers)
- Technical issues preventing service access
- Duplicate charges (billing error)
- Unauthorized charges (with verification)
Not Eligible for Refund
- Partial month usage (cancel anytime, no prorated refund)
- Change of mind after 7-day period
- Account suspended for policy violation
- Features working as described
How to Cancel Your Subscription
- Open the SusuFlex app → Settings → Subscription
- Tap "Manage Subscription" or "Cancel Plan"
- Follow the confirmation prompts
- You'll retain access until the end of your billing period
Alternatively, email support@susuflex.com with subject "Cancel Subscription".
2. Circle Contribution Policy
Important: Contributions Are Peer-to-Peer Commitments
Circle contributions are not payments to SusuFlex—they are commitments to other circle members. Once a contribution is processed, funds go directly to the designated payout recipient. These transactions are generally non-refundable because:
- Funds go to other users: Your contribution becomes another member's payout
- Binding commitment: Joining a circle creates obligations to other members
- Circle integrity: Refunding would harm other members who depend on contributions
When Circle Refunds May Be Possible
| Scenario | Refund Possible? | Process |
|---|---|---|
| Circle cancelled before first payout | Yes | Automatic refund within 5-7 days |
| Technical error (duplicate charge) | Yes | Contact support with transaction ID |
| Dispute with circle member resolved in your favor | Yes | Via internal dispute resolution |
| Want to leave circle after joining | No* | *Security deposit may be forfeited |
| Changed mind about contribution amount | No | Complete circle or find replacement member |
| Unauthorized transaction (fraud) | Yes | Report immediately to support + Stripe |
3. Platform Fees
Platform fees (1.25% - 4.5% depending on plan) are charged when payouts are disbursed:
- Fees are non-refundable once the payout is processed
- If a payout fails due to bank issues, the fee is credited back
- Fees are clearly disclosed before you confirm receiving a payout
4. Instant Transfer Fees
The 1.5% instant transfer fee (for immediate payouts vs. standard 2-3 day):
- Is non-refundable once the transfer is initiated
- Covers Stripe's instant payout processing costs
- Is optional—standard payouts have no additional fee
5. How to Request a Refund
- In-App: Settings → Help & Support → Request Refund
- Email: support@susuflex.com with subject "Refund Request"
- Include: Transaction ID, date, amount, and reason for refund
Processing Timeline
- Review: 1-3 business days
- Decision notification: Via email
- Approved refunds: 5-10 business days to original payment method
- Bank processing: May take additional 2-5 days to appear
6. Chargebacks
Please Contact Us First
Filing a chargeback on a legitimate circle contribution may result in:
- Immediate account suspension
- Permanent ban from SusuFlex
- Impact on other circle members
- Potential legal action for fraud
We resolve most issues within 48 hours. Contact support@susuflex.com before disputing with your bank.
7. Contact Us
For refund questions or requests:
- Email: support@susuflex.com
- In-App: Settings → Help & Support
- Response Time: Within 24 hours (business days)
Questions About a Charge?
Our support team is here to help. Most issues are resolved within one business day.
Contact Support