Refund & Cancellation Policy

We want customers to receive the service they purchased. Where an order cannot be completed, is only partially delivered, or a payment error occurs, we will investigate and provide the appropriate remedy in accordance with this policy and applicable consumer law.

If an order fails and no service is delivered, the amount charged for that order will normally be returned to the customer's Flopey account balance automatically. Where appropriate, the customer may also request an eligible payment refund in accordance with section 7 below.

If only part of an order can be completed, Flopey will normally credit the value of the undelivered portion back to the customer's Flopey balance. For example, if a customer purchases 10,000 units and only 8,000 are successfully delivered, the adjustment will relate to the undelivered 2,000 units. Customers will not be charged for portions of an order that Flopey determines cannot be fulfilled.

Delivery times are estimates. A delayed order is not automatically considered a failed order. If an order has materially exceeded its expected delivery period, please contact support. We will investigate the order with the relevant provider and may:

• continue or restart fulfilment;
• provide a refill;
• cancel the remaining portion;
• credit the undelivered portion; or
• issue another appropriate remedy.

An order may be cancelled before fulfilment starts where cancellation is supported for that particular service. Once fulfilment has started, cancellation may not be technically possible. Where an order is successfully cancelled, an amount relating to the unfulfilled portion will be returned to the customer's Flopey balance or otherwise refunded where applicable.

Subject always to applicable consumer law, a refund or account credit will generally not be provided where:

• the service has already been delivered as described;
• the customer changes their mind after fulfilment has commenced;
• an incorrect username, profile, post, video or URL was supplied by the customer;
• the relevant profile or content was deleted or made private during fulfilment;
• the customer changed a username or URL while an order was processing;
• another service or campaign interfered with accurate measurement or completion of the order; or
• the customer otherwise prevented Flopey or its provider from reasonably completing the service.

We will consider exceptional circumstances individually.

There is an important difference between an order credit and a payment refund. An order credit returns the relevant amount to the customer's Flopey balance so it can be used for another Flopey service. A payment refund returns eligible funds through the payment system.

Customers may contact Flopey to request a payment refund for an eligible unused cash-funded balance or an amount arising from a failed or undelivered service. Approved refunds will normally be returned to the original payment method used to fund the account. We may require reasonable identity or transaction verification before processing a refund for fraud-prevention and payment-compliance purposes.

Promotional, bonus, complimentary or other non-cash credits cannot be withdrawn or refunded for cash.

If you believe you have been charged twice or charged an incorrect amount, contact Flopey support with the relevant transaction information. Verified duplicate charges or payment-processing errors will be corrected. Where a payment refund is required, it will ordinarily be returned to the original payment method.

If you believe a Flopey payment was made without your authority, contact both Flopey and your payment provider promptly. We will investigate legitimate reports of unauthorised transactions and cooperate with our payment providers as appropriate. We may temporarily restrict an account while the matter is investigated to prevent further unauthorised activity.

Some services include a refill guarantee. Where a service is expressly marked as refill eligible and the relevant requirements are met, Flopey may provide replacement delivery during the applicable refill period. A refill is intended to remedy qualifying drops in delivered service and is not automatically a cash refund.

If a refill cannot reasonably be completed, Flopey will determine whether a credit, partial refund or other remedy is appropriate.

Cash-funded amounts that have not been spent on completed orders may be eligible for refund on request. Before approving a balance refund, we may deduct:

• amounts already spent on completed services;
• payments that have previously been refunded or reversed; and
• promotional or non-cash credits.

Refund requests may be subject to reasonable fraud, identity and payment verification. Flopey balances cannot be sold or transferred to third parties as a substitute for a refund.

We aim to review refund requests promptly. Once Flopey approves and submits a refund to the payment provider, the time required for the funds to appear in the customer's account is controlled by the payment provider, card network and customer's bank. Flopey cannot guarantee the exact date on which a bank or card issuer will post refunded funds.

If you are dissatisfied with an order or believe a payment is incorrect, please contact Flopey support so that we have an opportunity to investigate and resolve the matter. Nothing in this policy restricts a customer's legitimate rights to raise a dispute through their bank, card issuer or payment provider. Providing your order number and transaction details will normally allow us to investigate more quickly.

This policy does not limit rights or remedies available under applicable law. For New Zealand consumers, this includes rights that may apply under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Where a service fails to meet a statutory guarantee, the remedy required by law will take priority over an inconsistent provision of this policy.

To request a refund or have an order investigated, contact Flopey through the support centre or email contact@flopey.com. Please provide, where available:

• your Flopey account email;
• order number;
• transaction or payment reference;
• the service concerned; and
• a brief explanation of the issue.

Flopey may request additional information reasonably required to verify and investigate the request.

FLOPEY LIMITED
New Zealand
Website: www.flopey.com
Email: contact@flopey.com