1. Scope
This policy applies to the 24H Pass, Pro monthly subscription and Pro annual subscription purchased directly on the FileNest website through Stripe Checkout. Existing legacy quarterly or legacy annual subscriptions are also covered while they remain active on their current Stripe price and cadence; those legacy offers are no longer available for new Checkout sessions. If third-party billing channels are offered in the future, purchases made through them may follow that platform's refund process.
2. 30-day request window
You may submit a refund request within 30 calendar days after the relevant one-time purchase or Pro subscription payment or renewal. The 24H Pass does not auto-renew, so there is no Pass renewal charge. The 30-day period is a request window, not an automatic money-back guarantee. FileNest reviews requests against the eligibility rules below, actual usage, billing facts and applicable law.
3. Situations normally eligible for review
These generally include duplicate charges or clear billing errors; 24H Pass or Pro access that remains unavailable after payment because of a FileNest-attributable technical problem; a repeatable and verifiable failure of an advertised supported core function that cannot be resolved after reasonable troubleshooting; or circumstances where a refund is required by law. An apparent accidental Pro renewal may also be reviewed within 30 days when there has been no or minimal paid-access use after renewal.
4. Situations normally not refundable
A change of mind, forgetting to cancel Pro auto-renewal, substantial use of 24H Pass or Pro benefits or allowances after purchase, user device or network issues, formats or workflows not listed as supported, Terms violations, quota circumvention or service abuse normally do not qualify. Mandatory rights under applicable law take priority.
5. Pro cancellation and 24H Pass expiry are different
You can turn off Pro automatic renewal through account billing management. After cancellation, Pro normally remains available through the current paid period and will not renew again. Cancelling Pro does not automatically refund all or part of the current billing period; a separate refund request is required under this policy. The 24H Pass is a one-time purchase, does not auto-renew and naturally expires when its 24-hour access window ends, so there is no future Pass renewal to cancel.
6. How to request a refund
Contact FileNest through the Support page or email filenest12@gmail.com. Include your FileNest account email, payment date, amount, purchased offer (for example 24H Pass, monthly Pro, annual Pro or an active legacy subscription) and a short explanation. For technical problems, also include the tool name, browser or device, reproducible steps and any error message. Do not send full card numbers, passwords, identity documents or private file contents.
7. Troubleshooting and cooperation
When a request is based on a technical failure, we may ask for reasonable diagnostic information and safe troubleshooting steps. This helps distinguish a FileNest service fault from browser or device limits, network issues and unsupported input. We will not ask for unrelated private file contents.
8. Approved refunds
Approved refunds are issued through Stripe and, where possible, returned to the original payment method. After FileNest issues the refund, the time it takes to appear is controlled by the bank, card issuer or payment network and may take several business days. If the original method cannot receive a refund, we will follow the options actually available through Stripe.
9. Partial refunds and exceptions
Except where required by law or needed to correct a clear billing error, FileNest does not normally calculate automatic partial refunds by unused days or unused allowance. Exceptional cases are reviewed against billing facts, usage records and the impact of the issue. A discretionary exception in one case does not create an automatic entitlement in another.
10. Fraud, disputes and abuse
If you believe a payment was unauthorized, contact support promptly. Fraudulent refund claims, false statements, repeated claims or attempts to retain refunded paid access may result in account restrictions. For card disputes or chargebacks, FileNest may provide Stripe and the relevant payment institutions with necessary billing and service records.
11. Applicable law
Nothing in this policy limits mandatory consumer-protection rights, statutory withdrawal rights or other rights that cannot legally be waived. If this policy conflicts with applicable law, the legal requirement controls.
Contact support
For refunds or billing questions, start in the Support Center.