Refund Policy

At Focura, we stand behind the quality of our product. If you are not satisfied with your subscription for a qualifying reason, we offer a fair and transparent refund process. This policy explains exactly when a refund is available, how to request one, and what to expect.

Refunds are reviewed on a case-by-case basis. Submitting a request does not guarantee approval — each claim is assessed against the conditions described below. We aim to respond to every request within 3–5 business days.

Focura offers a 7-calendar-day refund window starting from the date your payment is processed. Requests submitted after this window are not eligible for a refund under any circumstances, including technical issues discovered after Day 7.

A refund may be approved only when all of the following conditions are satisfied:

1. 1First-time subscription only. The refund applies exclusively to the very first subscription purchase on your account. Any subsequent charges — including plan upgrades made after the initial purchase — are not eligible.
2. 2Minimal / light product usage. Your account must not have been used heavily during the subscription period. We assess usage based on signals such as number of workspaces created, tasks logged, active sessions, files uploaded, and team members invited. Accounts with significant usage will not qualify.
3. 3Proven technical issue (if applicable). If your reason is a technical problem, you must provide clear evidence — such as error screenshots, screen recordings, or browser console logs — demonstrating that a core feature of Focura was broken and prevented you from using the product as intended. General dissatisfaction without a technical cause is assessed under the light-usage condition above.
4. 4Request submitted within 7 days. Your refund email must be sent to focurabusiness@gmail.com within 7 calendar days of the original charge date.
5. 5Subscription cancelled before renewal. You must cancel your subscription before the next billing date as part of the refund process. Failure to cancel may result in a further charge, which will not be refunded.

The following situations are explicitly excluded from our refund policy:

"Heavy usage" is a key condition that disqualifies a refund. To ensure this is applied fairly, we use an objective set of signals when reviewing an account. The following activities — individually or in combination — indicate significant use of the product:

• Creating 3 or more workspaces or project boards.
• Logging 20 or more tasks, items, or entries.
• Conducting 10 or more active sessions over the subscription period.
• Inviting 2 or more team members or collaborators.
• Uploading files totalling more than 50 MB.
• Generating reports, exports, or integrating third-party services.
• Using premium features such as advanced analytics or automations more than 5 times.

These thresholds are guidelines, not hard rules. We apply reasonable judgement and consider the overall picture of how the account was used. Accounts that clearly received significant value from the subscription will not be eligible for a refund, even if they fall below individual thresholds.

A refund request must be accompanied by cancellation of your subscription. We do not process refunds for accounts that remain active and renew after the request is submitted.

1. 1Log in to your Focura account and navigate to Settings → Billing.
2. 2Click "Cancel Subscription" and confirm the cancellation.
3. 3You will receive a Paddle cancellation confirmation email — include this in your refund request as proof.
4. 4Your account will remain on the paid plan until the end of the current billing period.
5. 5Once the refund is approved, access may be revoked before the period ends.

Because Paddle acts as our Merchant of Record, the mechanics of refund processing differ slightly from a direct payment provider. Here is everything you need to know:

To request a refund, send an email to focurabusiness@gmail.com with the subject line Refund Request — [Your Name] — [Order ID] and include all of the fields listed below. Incomplete requests will be returned for more information, which may cause you to miss the 7-day window.

We recognise that circumstances can be unusual. The following situations are handled with additional care:

• Duplicate charges: If you were charged more than once for the same plan due to a payment error, we will refund the duplicate charge in full, regardless of the 7-day window. Provide both Order IDs.
• Unauthorised charges: If you believe your account was accessed without your permission and a subscription was purchased fraudulently, contact us immediately at security@focura.app. We will investigate and work with Paddle to resolve the issue.
• Extended service outages: If Focura experiences a verified outage lasting more than 48 continuous hours during your subscription period, you may be eligible for a pro-rated credit or partial refund at our discretion.

We may update this Refund Policy from time to time to reflect changes in our products, pricing, or legal obligations. When we make material changes, we will notify existing subscribers via email at least 14 days before the new policy takes effect.

The policy in force at the time of your purchase is the one that governs your refund eligibility for that transaction — even if the policy is later updated. We will always honour the terms that were active when you paid.