Refund & Cancellation Policy

Effective date: September 30, 2026

This Policy explains how FLOPAY handles cancellations, payment authorizations, and refund requests for bookings made through the Services. It should be read with the FLOPAY Terms & Conditions.

Cancelling a booking

Customers may request cancellation through the FLOPAY app or by contacting FLOPAY support. A booking can only be cancelled while its current workflow allows cancellation. Once a technician has started travel, arrived, started work, or incurred approved costs, cancellation options and any refund decision may depend on the booking status, approved scope, and applicable law.

Authorization holds and uncaptured payments

For eligible card bookings, FLOPAY may use a payment authorization hold rather than immediately capturing funds. If an eligible booking is cancelled before capture, FLOPAY may cancel the authorization. Your bank or card issuer controls when a released authorization becomes available again, and that timing can vary.

Refunds after capture

Refunds of captured card payments are reviewed by authorized FLOPAY finance staff. A refund may be full or partial, depending on the approved work, materials, service stage, and the facts of the request. Approved card refunds are submitted through the payment processor; the time for funds to appear in your account depends on the processor and your financial institution.

Manual payment methods

Manual payment methods, including Zelle where available, are received directly by FLOPAY and require verification. If a cancelled booking qualifies for a refund, FLOPAY may process the refund manually using the information necessary to return the funds. FLOPAY will communicate the approved refund amount and method through the booking or support channel.

Additional work and disputed charges

Additional work is separately presented for the required approval before it is charged. If you believe an approved or captured amount is incorrect, contact FLOPAY support promptly with the booking number and supporting details. We may review booking records, approvals, job photos, checklists, and payment records before making a decision.

Contact

For a cancellation or refund question, use the FLOPAY support contact published in the Services and include your booking number. Nothing in this Policy limits rights available under applicable law.