Refund policy

1. 15-day money-back guarantee

Your first purchase of a paid plan (monthly, yearly or 5-Year) on a Filexco account has a 15-day money-back guarantee. The 15 days start on the day we receive the payment.

The guarantee covers the first purchase only. Renewals of a monthly or yearly subscription and every later purchase, including additional plans, are not covered by the guarantee and are not refundable under this policy. If you upgraded the plan of your first purchase during the guarantee period, the upgrade payments are refunded together with it. Your first purchase is the first payment you make for a plan; a plan started with a key code, or given to you by us, is not a purchase.

Add-ons and bandwidth credits are outside the guarantee. An Add-on is a separate subscription that you add to a plan, and a bandwidth credit is a one-time purchase of bandwidth. Neither is a purchase of a plan, and both are later purchases that the guarantee does not cover, so they are not refundable under this policy. Buying one does not use up the guarantee of your first plan purchase.

Each account can use the guarantee once: once you have asked for a refund, whatever the answer, the guarantee of that account is used. A refund ends only the plan it was for.

This page explains the guarantee. It is part of the Terms of Service.

2. How to ask for a refund

Ask for a refund yourself on the Plan page: find your first purchase in your payment history and choose "Request refund" within the 15 days. You do not need to write to us. We ask for a short reason with your request, and we read the reasons to improve the service.

If only a small part of the plan's monthly bandwidth has been used, the refund is approved at once. Otherwise our team looks at the request, and we answer within a few business days. We may decline a request that shows abuse, for example repeated buy-and-refund cycles.

Refunds go back to the card or payment method you paid with, through Stripe. Your bank decides how long it takes to show, usually 5 to 10 business days.

3. What a refund ends

A refund ends only the plan it refunds. Your free plan and your other plans stay as they are. After a refund your storage and monthly bandwidth fall back to what the remaining plans give you. Add-ons end if no paid plan of your own is left.

If you then use more storage than you have, your account enters the 45-day grace period described in the Terms of Service: you can still download, uploads are blocked, and you can keep everything by adding storage. Download what you want to keep before the grace period ends.

4. Subscriptions and renewals

Monthly and yearly plans renew automatically until you cancel. Cancel on the Plan page ("Cancel subscription"): the plan stays active to the end of the period you paid for, and does not renew.

A renewal is not covered by the money-back guarantee, and neither is a later purchase. The first purchase is covered during its 15 days only, together with the upgrades of its plan paid in that time. A payment the guarantee does not cover is not refunded, and we do not refund part of a period you did not use, unless the law requires it or we end your account without a breach on your side (the Terms of Service say how we then refund prepaid time). To avoid an unwanted renewal, cancel before the renewal date.

The same applies to Add-ons. An Add-on renews on its own date and is cancelled from the Plan page: it stays active to the end of the period you paid for, and does not renew. A renewal of an Add-on is not covered by the money-back guarantee, and the days left in an Add-on that ends with your plan are not refunded. A bandwidth credit is a one-time purchase, so it does not renew and there is nothing to cancel.

If you dispute a valid charge with your bank instead of asking us, we may suspend the account. Please write to us first.

5. Key codes

A key code that has not been redeemed can be refunded by the reseller who sold it, under the reseller's own terms. A key code that has been redeemed is not refundable, because the plan it started is already in use; the 15-day guarantee does not apply to plans started with a code. Each code works once.

Resellers' wallet top-ups follow the reseller agreement.

6. Contact

Filexco, LLC
United States
Billing and refund questions: [email protected]

Nothing on this page limits any right the law gives you as a consumer.