Delivery & Refund Policy

Method. Delivery is electronic. Once payment is confirmed, what you bought is unlocked on the account that made the purchase — there is no physical product, no courier, and no delivery or billing address to enter.

When. Card and e-wallet payments confirm within seconds, and access is immediate. Bank transfer and virtual account payments confirm once the bank settles, usually within a few minutes and at most 24 hours. Your purchase activates automatically the moment the payment clears — you do not need to do anything, and you can close the app while you wait.

Confirmation. The app shows your active subscription or credit balance as soon as it activates, and the order number from checkout identifies the purchase if you need to contact us about it.

If it does not arrive. If a payment has cleared and access has not appeared after one hour, email us with your order number and we will resolve it.

Subscriptions are prepaid for a fixed term and are generally non-refundable once the term has started, as set out in Section 4 of the Terms of Use. Cancelling stops the next renewal; it does not shorten or refund the term you already paid for, and you keep access until it ends.

We do refund in these cases:

• Duplicate or mistaken charge. Charged twice for the same thing, or charged for something you did not buy — refunded in full.
• Payment taken but nothing delivered. If access never activates and we cannot fix it, refunded in full.
• Extended outage. If the service is unavailable for more than 72 consecutive hours, affected users may request a pro-rated refund for the downtime, within 30 days of service being restored.
• Unused lesson credits. Credits that have never been used and were bought within the last 14 days can be refunded on request. A credit already spent on a session cannot.

How to request one. Email mayra@fluent-staff.com from the address on your account, with the order number shown at checkout and a short description. We reply within one business day. Approved refunds are returned through Midtrans to the original payment method, and normally reach you within 7–14 business days depending on your bank.

Deleting your account does not automatically refund an active subscription or unused credits. Ask us before you delete — once the account is gone we cannot look up what you had.