When we refund, and when we don't.

New accounts get a 3-day free trial with full access to every feature — block discovery, the grab engine, all filter options, and the multi-layer safety engine. No payment method is required to start the trial.

We do not charge a commission on blocks grabbed during the trial window. Because no money changes hands during trial, the concept of a “trial refund” does not apply — if you decide FlexGuru isn’t for you, simply stop using it.

After your trial ends and a payment method is on file, we charge 5% of a block’s published pay value whenever both of the following are true:

• The FlexGuru bot successfully grabbed the block on your behalf.
• You completed the block (Amazon Flex marked it as delivered).

If the bot failed to grab, the block was offered but you declined it, you forfeited the block before delivery, Amazon cancelled the offer, or Amazon reclassified it as “missed”, no commission is charged. You can verify this on your dashboard: charges only post after a block’s status transitions to ACCEPTED and then to COMPLETED.

We refund commission charges, in full, when:

• FlexGuru caused the problem. A bot bug grabbed the wrong block, the safety engine misfired, our worker queue stalled and you missed a better block, or the proxy layer leaked your real IP.
• Captcha storm or Amazon-side failure traceable to us. If Amazon throws an unusual challenge that lines up with a release we shipped, we refund affected blocks while we investigate.
• Duplicate or incorrect charge. Stripe double-charged. Commission charged on a block you did not actually complete. Charge applied at the wrong percentage.
• Extended service outage. The platform was unavailable for more than 24 continuous hours during a paid period and we missed your target blocks as a result.

The refund window is 7 days from the charge date. After 7 days, we may still refund at our discretion for documented service failures — we encourage you to flag issues as soon as you spot them.

We do not refund commission charges in the following situations, because the bot performed as configured and the outcome was user-controlled:

• User-error filters. Your filter accepted a block at a pay rate you later regretted, or in a zone you later decided was too far. The bot grabbed exactly what you told it to grab.
• Cancellation after grabbing. The bot grabbed the block; you then cancelled or no-showed by choice. The commission is charged on the grab + completion pair, but a cancelled-by-driver block also counts as completed-grab from our side because we delivered the offer to you.
• Amazon-side action against your account. A standing or weekly bonus you expected didn’t apply. Pay was lower than the offer screen showed because Amazon adjusted it after delivery. These are between you and Amazon.
• Buyer’s remorse. You decided FlexGuru isn’t worth 5%. That’s a fair view, but we won’t refund completed charges — turn the bot off any time and no further commission will be charged.

All refunds are processed manually right now — we don’t have a self-serve refund flow in the dashboard yet. To request one:

1. Email support@flexguru.app from the address on your FlexGuru account.
2. Include the block ID(s) and the date(s) of the charge(s) in question (you can copy these from /earnings).
3. Describe what happened in 2-3 sentences. Screenshots help if you have them.

We respond within 1 Australian business day. Approved refunds are issued via Stripe to the original payment method and typically land in 5–10 business days, depending on your bank or card issuer. We do not deduct any processing fee from the refunded amount.

There is nothing to cancel — there is no subscription, no recurring charge, and no minimum term. To stop billing, simply turn the bot off in the dashboard or disconnect your Amazon Flex session from your profile page. After that, no further commissions can be charged because no further blocks will be grabbed.

Nothing in this policy limits the consumer guarantees that apply to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If the FlexGuru service has a major failure, you are entitled to a refund or, where applicable, replacement under the ACL, independent of this policy. Where you reside outside Australia, the consumer-protection laws of your jurisdiction may grant additional rights — those rights are not affected by this document.