Last updated: October 11, 2026
This Refund Policy explains when you get money back on irflexApp, where it goes, how long it takes and how to ask for help. It applies to payments made through irflexApp. It does not limit any rights you have under the consumer-protection laws of your country.
1. The short version
- If an order, ride or booking you paid for in the app is cancelled or cannot be completed, the amount you paid is refunded to your irflexApp wallet, in full or as the stay's cancellation policy allows.
- Refunds are credited to your wallet, usually as soon as the order is cancelled. Some refunds are checked by our team first.
- If something is wrong with an order that was delivered, contact us through Live support with your order code. We review it with the store or courier and refund what is confirmed.
- Offers, price requests and bid rides are paid directly to the provider or driver, not in the app. Refunds for those are settled with them, and we help if there is a problem.
2. When you get a refund
| What happened | What you get back |
|---|---|
| You cancel an order before the store starts preparing it | The full amount you paid in the app |
| The store, pharmacy or courier cancels your order, or it is marked as failed | The full amount you paid in the app |
| You cancel a ride before pickup, the driver cancels, or no driver is found | The full amount you paid in the app |
| An online payment does not complete in time and the order is cancelled | Nothing was taken; if a payment arrives late, it is credited to your wallet |
| You pay twice for the same order, or pay for an order that was already paid | The extra payment is credited to your wallet automatically |
| You cancel a stay | The percentage set by the property's cancellation policy (see the Cancellation Policy) |
| The host declines your booking request or cancels your booking | The full amount you paid for the stay |
| Items are missing, wrong or damaged, or a paid order did not arrive | The confirmed amount, after we check with the store or courier |
The amounts above are what you paid through irflexApp. Money you paid in cash, for example to a driver, is not refunded through the app; tell us if there is a problem with it and we will help.
3. Where the money goes
- Your irflexApp wallet. Refunds of wallet, card, crypto and offline payments are credited to your wallet in the app (Menu > Wallet). You can use the balance straight away for other orders, rides and bookings.
- IrFlex wallet (USDT). If you paid with your IrFlex wallet (USDT), the refund goes back to that wallet.
- Your original payment method. If the law where you live gives you the right to be refunded to the card or account you paid with, contact us and we will arrange it with our payment partner.
Wallets are kept in US dollars and shown in your local currency. A refund returns the US-dollar amount that was charged, converted at the rate used for the order. Because exchange rates change, the local-currency amount you see may differ slightly from what you saw at checkout.
4. How long it takes
- Automatic refunds to your wallet usually appear as soon as the order is cancelled or marked as failed. We email you, and the refund shows in Menu > Wallet under Wallet Transactions.
- Refunds we review, such as missing or damaged items, or refunds held for checking, are credited after our team has looked at the case. We aim to do this quickly and will keep you informed.
- Refunds to a card or crypto account, where we agree to make one, depend on our payment partner and your bank or network. Card refunds can take several business days to appear on your statement.
5. Problems with a delivered order
If an order arrives with missing, wrong or damaged items, or does not arrive:
- Contact us as soon as possible, ideally the same day, through Live support (Menu > Live Support).
- Give us your order code (shown in Orders), say what went wrong, and send photos if it helps.
- We check with the store and the driver or courier. If the problem is confirmed, we refund the affected items or the full order to your wallet.
If a delivery failed because the address was wrong or nobody was there to receive it, the store may already have prepared and sent your order. We look at each case and decide fairly what can be refunded, within what the law allows.
6. What is not refundable
- Rides, deliveries, stays and services that were completed as ordered.
- Tips given after a trip or delivery. A tip chosen at checkout is refunded if the order is cancelled.
- The transaction fee our payment partner adds when you pay by card or with crypto. It is charged by the payment partner, not by us.
- The part of a stay that the property's cancellation policy does not refund.
- Wallet top-ups: your balance stays available in the app, but it is not paid back to your card or crypto wallet unless the law requires it.
- Driver plans and partner subscriptions once they have started, unless the app or the law says otherwise.
- Brand Partner purchases, which follow the program rules shown in the app.
7. Offers, price requests and bid rides
When you send an offer to a provider, choose a provider for a price request, or take a ride through a bid, you pay the provider or driver directly (for example in cash, by card, by bank transfer or in Flexcoin, as they accept). irflexApp takes no money from you for these deals. This means:
- Any refund of money you paid to the provider or driver is settled between you and them, following the provider's published cancellation policy and the law.
- If a confirmed offer goes wrong, open it in Menu > My offers and tap Report a problem. For a price request or bid ride, contact Live support.
- Our team reviews the case and can call the deal off. We can also take action against a provider or driver who does not honour a deal, up to removing them from irflexApp.
Some older offers were paid in the app before direct payment started. Those are refunded to your wallet as described in the offer itself.
8. How to ask for help
- Live support: Menu > Live Support in the app, or start a chat here.
- Contact page: send us a message.
Please include your order or booking code. It helps us answer faster.
9. Chargebacks
If you think a card payment is wrong, please contact us before asking your bank to reverse it. We can usually fix it faster. What happens when a payment is disputed with a bank is explained in our Payment Terms.
10. For drivers and partners
When an order is refunded because it was cancelled or failed, no earnings are paid for it. When a deal paid directly to a provider is called off before it is completed, the commission irflexApp took from the provider's balance is returned to that balance.
11. Changes to this policy
We may update this policy. The date at the top shows the latest version. Refunds are handled under the version in force when your order was placed, unless a later version is better for you.