Fair refunds for real plugin problems.
We want customers to feel safe when trying FlatSearch.Pro, but we also need a clear and fair policy for a downloadable WordPress plugin.
FlatSearch.Pro is sold through Freemius. Refund requests follow the refund policy shown at Freemius checkout and the terms connected to your purchase.
Simple refund promise
Try before committing
Let us help troubleshoot
When we cannot resolve a valid issue
Use the period shown in Freemius checkout
Our refund policy in plain words.
This is the short version. The full details are below.
Try first
Use the free trial to check if FlatSearch.Pro fits your Flatsome WooCommerce store.
Ask support
If something does not work, contact us with the exact issue so we can try to fix it.
Refund if unresolved
If a valid plugin issue makes FlatSearch.Pro unusable and we cannot resolve it, we will consider a refund under the Freemius refund policy.
Time matters
Refund requests must be submitted within the refund period shown at checkout or in your purchase terms.
Recommended policy: Money Back Guarantee for unresolved product issues.
Freemius allows sellers to choose refund-policy types in the Freemius Dashboard. For downloadable WordPress plugins, this page is written around a practical “Money Back Guarantee” style policy: refund when the product has a valid issue that makes it unusable and support cannot resolve it.
Suggested public wording
You are protected by our Money Back Guarantee. If during the next 14 days you experience an issue that makes FlatSearch.Pro unusable and we are unable to resolve it, we will consider offering a full refund.
- The issue must be related to FlatSearch.Pro.
- The request must be inside the refund period.
- You must give us reasonable details to troubleshoot.
- If we cannot resolve a valid issue, we can process a refund through Freemius.
When a refund may be approved.
Refunds are meant for valid product problems that support cannot resolve within the refund period.
Plugin becomes unusable
A FlatSearch.Pro issue prevents the main plugin function from working on a normal Flatsome + WooCommerce setup.
Support cannot resolve it
You contact us, provide details, and we cannot fix or reasonably work around the valid issue.
Request is on time
The refund request is submitted within the refund period shown by Freemius checkout and purchase terms.
Issue is reproducible
You provide the search word, screenshot, Debug Report, HAR file, or other details so we can see what happened.
Normal compatibility setup
The issue happens on a normal supported setup: WordPress + WooCommerce + Flatsome, without unsupported heavy customizations.
Good-faith troubleshooting
You allow reasonable troubleshooting steps such as clearing cache, rebuilding Fast Index, or testing one module at a time.
When a refund may be declined.
These cases are usually outside a strict Freemius-style Money Back Guarantee for downloadable software.
- You changed your mind after purchase.
- You bought without testing the free trial first.
- You request a refund after the refund period has ended.
- You want a feature that was not advertised or promised.
- You found another plugin you prefer.
- You refuse to provide basic troubleshooting details.
- Your issue is caused by unrelated hosting, malware, database corruption, or server downtime.
- Your Flatsome search has been heavily customized by custom code outside the plugin.
- A third-party plugin changes WooCommerce product data in an unsupported way.
- You did not backup your site and an unrelated website issue happened after installation.
- The plugin works, but the store needs custom development outside normal support.
How to request a refund correctly.
Follow these steps so we can review your request quickly and fairly.
Contact support
Send your request through our support page or the Freemius support channel connected to your purchase.
Explain the problem
Tell us the exact issue, search word, page URL, module setting, screenshot, and what you expected.
Let us troubleshoot
We may ask you to clear cache, rebuild Fast Index, test in Incognito, or send a Debug Report and HAR file.
Refund if valid
If the request is valid and we cannot resolve it, we can process the approved refund through Freemius.
Good details help us decide faster.
The more clearly we can see the issue, the faster we can troubleshoot or approve a valid refund.
| Problem type | Please send | Why it matters |
|---|---|---|
| Search is slow | Debug Report, HAR file, exact search keyword, Fast Index status, Cloudflare HIT/MISS if available. | Shows whether the issue is server, database, frontend, browser, or cache related. |
| Results are wrong | Search word, expected product URL, screenshot, active accuracy modules. | Helps us check Better Word Matching, Typo Fix, Price Search Words, and Fast Index data. |
| Images are broken | Affected product URL, screenshot, image URL if possible, active image settings. | Helps us check Better Search Images, Small Image Guard, thumbnails, CDN, and cache. |
| Guided Answer issue | Answer card title, alias keyword, selected products, screenshot of frontend result. | Helps us check card setup, alias matching, and frontend rendering. |
| License or purchase issue | Freemius account email, plan name, order/license information if available. | Helps us identify the correct Freemius purchase safely. |
Cancel before renewal if you do not want to continue.
Freemius subscriptions, licenses, renewals, and account actions are managed through the Freemius customer tools.
Subscription renewals
Annual plans may renew automatically unless cancelled before the renewal date. Manage renewal settings in your Freemius customer account.
Cancellation
Cancellation stops future renewals. It does not automatically refund past payments unless your refund request qualifies under the policy.
After refund
After a refund is processed, paid license access and premium updates may be disabled according to Freemius license handling.
Approved refunds are handled through Freemius.
FlatSearch.Pro is sold through Freemius, so approved refunds are processed through the Freemius payment system.
- Refunds may be full or partial depending on the approved case.
- Tax handling may depend on the original payment and country.
- Refund arrival time depends on payment provider and banking process.
- Premium license access may stop after refund.
Do not open a chargeback first
Please contact support before opening a dispute or chargeback. A clear refund request is usually faster and cleaner for both sides.
How plugin features are reviewed in refund cases.
FlatSearch.Pro includes many modules. Some issues are plugin bugs. Some are store setup, cache, hosting, or custom-code issues.
| Feature area | Support will check | Refund expectation |
|---|---|---|
| Fast Index Engine | Index build status, product count, search route, slow query, cache, server limits. | Refund may be considered if a valid plugin issue makes search unusable and cannot be resolved. |
| Cloudflare Fast Search | Whether Cloudflare is active, cache headers, HIT/MISS, route behavior, cache rules. | Cloudflare setup issues may be support cases, not automatic refund cases. |
| Better Search Images | Thumbnail availability, image optimization, CDN rewrite, product image data. | Broken thumbnails or third-party image rewrites may require store-side fixes. |
| Search Accuracy | Exact query, expected product, active modules, product title/SKU/category data. | Refund may be considered only when advertised behavior cannot work after support checks. |
| Guided Answer Search | Published card, aliases, selected products, frontend title settings, add-to-cart behavior. | Setup help is included. Custom content writing or custom card design is not automatic refund reason. |
| Design / CSS | Theme customizations, popup conflicts, CSS selectors, mobile search behavior. | Heavy custom theme code may need custom work outside normal refund coverage. |
Simple refund questions.
Can I get a refund if FlatSearch.Pro does not work on my store?
If a valid FlatSearch.Pro issue makes the plugin unusable, your request is inside the refund period, and we cannot resolve the problem, we will consider a refund under the Freemius refund policy.
Can I get a refund because I changed my mind?
Usually no under a strict Money Back Guarantee. Please use the free trial before buying to check if the plugin fits your store.
Can I get a refund for a missing feature?
Usually no if the feature was not advertised or promised. You can still contact us and suggest the feature for the roadmap.
What if my issue is caused by another plugin?
Third-party conflicts are reviewed case by case. We will try to help, but unrelated plugin behavior may not qualify for automatic refund.
Can I get a refund after the refund period?
Usually no. Refund requests must be submitted within the refund period shown by Freemius checkout and purchase terms.
Does cancellation mean refund?
No. Cancellation stops future renewals. A refund is a separate request and must qualify under the refund policy.
Should I backup before installing?
Yes. Backup your website files and database before installing any plugin on a live WooCommerce store.
What is the fastest way to get help before asking for a refund?
Send your exact issue, search keyword, screenshot, Debug Report, HAR file, and one affected product URL if relevant.
Contact support first so we can try to fix the issue.
Most search issues can be checked faster with the exact search word, Debug Report, HAR file, screenshot, and affected product URL.