Refund and Cancellation Policy

Fluenza is operated by Sueta FZE LLC. This policy covers subscriptions bought on the Fluenza website, where payment is taken by Stripe.

Subscriptions bought inside the app through the Apple App Store or Google Play are billed by Apple or Google under their own terms — see section 6.

Every Fluenza plan is a subscription that renews by itself. At the end of each paid term we charge the payment method on file for the next one, at the standard price for that plan, and we keep doing so until you cancel.

Where an offer includes a discounted first term, the discount applies to that first term only. The payment screen states the discounted price, the standard price that follows, and the renewal interval before you pay, and your receipt repeats them.

A trial is a short paid introductory period, not a free one: its fee is charged when you start it, and when it ends the subscription renews at the standard price unless you cancel before then. Each person can start a trial once.

Charges appear on your statement under our billing descriptor. If you do not recognise a charge, write to hello@sueta.co before disputing it with your bank — we can usually identify it within a day.

You can cancel at any time, and you do not need an account with us to do it. Go to the cancellation page, enter the email address you paid with, and Stripe will email you a one-time link to manage your subscription.

Cancelling stops the next renewal. It does not end the term you have already paid for: you keep full access until that term expires, and you are not charged again.

Cancel before the renewal date to avoid the next charge. A cancellation made after a renewal has been taken applies to the following term.

We refund a payment for one reason: Fluenza does not work for you because of a technical problem on our side. Everything else is non-refundable, because access is granted immediately and in full. That includes:

• changing your mind, or no longer needing the subscription;
• not using the app, or using it less than you planned;
• forgetting to cancel before a renewal;
• dissatisfaction with lessons, AI feedback, or your progress, where the app itself works as described;
• the unused part of a term after you cancel.

This does not affect any right to a refund that the law where you live gives you and that cannot be waived. Where you have a statutory right of withdrawal — for example the 14-day right for consumers in the EEA and the UK — you can exercise it by writing to hello@sueta.co. That right may be reduced or lost once you have started using a digital service you asked to have delivered immediately.

If a technical fault on our side stops you from using what you paid for — the app will not open, paid features stay locked after a successful payment, or a core feature such as lessons or conversation practice fails — write to hello@sueta.co first. Most problems, including a subscription that has not unlocked, are fixed within a day.

We refund the payment for the affected term when:

• you reported the problem to us while the term was running;
• we confirmed the fault is on our side; and
• we could not fix it within a reasonable time.

A problem that comes from your device, your network, or an operating system or app version we do not support is not a fault on our side; we will still help you get the app working.

Billing errors are corrected regardless of the above: if you were charged twice for the same term, or charged after you had correctly cancelled, we refund the extra charge.

Approved refunds go back to the original payment method. Your bank decides how quickly it appears, usually within five to ten business days.

If you subscribed inside the app rather than on our website, Apple or Google took the payment, and only they can cancel it or refund it. We have no access to those transactions.

Where to go

• Apple: manage your subscriptions, and request refunds at reportaproblem.apple.com.
• Google: manage your subscriptions in Google Play, where refunds are also requested.

Write to hello@sueta.co from the email address you paid with, and include the date and amount of the charge and a description of what does not work — the device, the app version, and a screenshot if you can. That is everything we need to find the payment and check the fault.

We reply within two business days and decide within five. If we cannot refund, we will say why.

We may update this policy; the “Last updated” date above shows when it last changed. A change never applies retroactively to a payment already taken.

Sueta FZE LLC — hello@sueta.co.