Scope of this policy
This policy applies to all payments made to Cravto, LLC (“Cravto”, “we”, “us”), a limited liability company registered in the Republic of Armenia, for Filoo subscriptions, additional users, add-ons, and services, whatever the payment method. It forms part of our Terms of Service.
If you bought Filoo through a partner or reseller, that partner’s refund terms apply, and refund requests must be made to them. If your organisation has signed a separate Services Agreement or order form with Cravto, its payment terms prevail over this policy where the two differ.
Our general rule
All fees are non-refundable and all purchases are final, except in the cases listed under “When we issue a refund” or where a refund is required by a law that cannot be excluded by contract.
This includes fees for partial billing periods, unused users, unused features, and periods in which the service was not used. The table below summarises the most common situations.
| Situation | What happens | Refund |
|---|---|---|
| You cancel during a billing period | The paid plan stays active until the period ends, then the workspace moves to the free plan. | No |
| A monthly or annual plan renews | The renewal is charged automatically unless you cancelled before the renewal date. | No |
| You remove users or downgrade | The change applies from the next billing period. | No |
| You did not use Filoo, or it did not fit your needs | Use the free plan or a trial to evaluate Filoo before paying. | No |
| Your account is terminated for a breach of our terms | Access ends and paid fees are kept. | No |
| You were charged twice for the same invoice | We refund the duplicate charge. | Yes |
| We charged the wrong amount | We refund the difference between the charge and the correct amount. | Yes |
| You were charged after you had cancelled | We refund the renewal charge if our records confirm the cancellation was made before the renewal date. | Yes |
Free plan and trials
Filoo offers a free plan so you can evaluate the service before paying, and some paid plans may be offered with a trial. Please use them to confirm that Filoo meets your needs before you subscribe.
Deciding after purchase that Filoo does not meet your needs, or not having used it, is not a ground for a refund. When a trial converts to a paid plan, the first charge is treated like any other charge under this policy.
Cancellation
A workspace owner or billing administrator can cancel a paid plan at any time from the workspace billing settings. Cancellation stops the next renewal. The workspace keeps its paid plan until the end of the billing period already paid for, and then moves to the free plan.
We do not issue full, partial, or prorated refunds, or credits, for the remainder of a billing period when you cancel. This applies to monthly and annual plans alike.
Renewals
Paid plans renew automatically at the end of each billing period, for the same period, at the price and number of users in effect on the renewal date. To avoid a renewal charge, cancel before the renewal date.
A renewal charge is not refunded because you forgot to cancel, did not use Filoo during the period, or did not remove users you no longer needed.
Downgrades and fewer users
Removing users or moving to a lower plan takes effect at the start of the next billing period. No refund or credit is given for the current period.
Users added during a billing period are charged for the rest of that period from the day they are added. Those charges are also non-refundable.
When we issue a refund
We refund a payment only in the following cases:
- Duplicate charge. You were charged more than once for the same invoice. We refund the duplicate.
- Billing error. We charged an amount different from the price or number of users in effect at the time. We refund the difference.
- Charge after cancellation. A renewal was charged even though our records show the plan was cancelled before the renewal date. We refund that renewal.
- Required by law. A refund is required by a law that applies to you and cannot be excluded by contract.
A refund under this section is limited to the amount charged in error. We do not pay interest, compensation, or any other amount in connection with a refund. Service credits for availability, where a Services Agreement provides them, are applied to future invoices and are never paid out in cash.
What is never refunded
- Fees for a workspace suspended or terminated for a breach of our Terms of Service, including the acceptable use rules, or for non-payment.
- Usage-based charges, such as AI or messaging usage, once consumed.
- One-time services, such as onboarding, implementation, data migration, or training, once work has started.
- Discounts, coupons, promotional credits, and Startup program credits. These have no cash value and cannot be exchanged or transferred.
- Taxes, bank charges, currency conversion differences, and payment processing fees, except where a tax authority returns the tax to us.
- Any charge reported to us more than 30 days after the charge date.
How to request a refund
Send your request to legal@getfiloo.com from the email address of a workspace owner or billing administrator, within 30 days of the charge date. Include:
- The workspace name and its Filoo address.
- The invoice number, the date, and the amount of the charge.
- The reason for the request, with supporting evidence, such as a bank or card statement showing a duplicate charge.
Requests received after 30 days, sent by someone who is not a workspace owner or billing administrator, or missing the information above, will not be considered. We reply to complete requests within 10 business days. Our decision under this policy is final, without affecting any rights you have under mandatory law.
How refunds are paid
Approved refunds are paid to the original payment method, in the currency of the original charge. We do not refund to a different card, account, or person. If the original payment method can no longer receive refunds, we refund by bank transfer to an account in the payer’s name after verifying it.
Once we issue a refund, it usually appears within 5 to 10 business days, depending on your bank or card issuer. We are not responsible for exchange rate differences or fees charged by your bank. A refund of a subscription fee ends access to the paid features for the refunded period.
Payment disputes and chargebacks
If you believe a charge is wrong, contact us before disputing it with your bank or card issuer. Most billing errors are resolved faster that way.
If you open a chargeback or payment dispute without contacting us first, or for a charge that is valid under our Terms of Service and this policy, we may suspend the workspace until the dispute is resolved, contest the dispute with the records we hold, and recover any dispute fees charged to us. A chargeback does not cancel your subscription or your obligation to pay for the service already provided.
Your statutory rights
Filoo is sold to businesses. Nothing in this policy limits rights that cannot be excluded by contract under the law that applies to you, including the consumer protection laws of the Republic of Armenia or of the country where you live, where those laws apply. If you bought Filoo as a consumer, tell us in your request and we will apply the rights the law gives you.
Changes to this policy
We may update this policy. Changes apply to charges made after the updated version is published; earlier charges remain subject to the version in effect when they were made. The current version is always available here in the Legal Center.
Contact us
If you have questions about this policy or want to request a refund, email legal@getfiloo.com or contact our team.