Support policy

01How to get help

Start with the documentation. If it does not answer your question:

• Signed in: open Help in the app and use Contact support. The request is attached to your account and organization, so we can look at the right project. We email you a confirmation, and each reply, which also shows in Help › My requests.
• Billing questions, a charge you think is wrong, and refunds: the same form, with the topic Billing and credits. Billing requests stay between you and FluxNative support.
• If you cannot sign in: email hi@inspireui.com from your account's address.

Please send issues through these channels rather than social media or public comments, so they are tracked and reach the right person. Whether FluxNative is up right now is on the status page (fluxnative.app/status).

02What support covers

Every account, including the free plan, can contact us about:

• Signing in, organizations, members and roles.
• Generating, editing and previewing apps.
• Figma import and design references.
• Connecting data sources such as Supabase, Firebase or WooCommerce through FluxNative.
• Native builds that fail, and build configuration for App Store and Google Play.
• Credits, plans, invoices and billing.
• Bugs in FluxNative itself.

03What support does not cover

To keep support fast for everyone, the following are outside its scope:

• Code you changed after exporting the project, or custom features we did not generate.
• Your own backend, server, hosting, domain, DNS or SSL setup.
• Setting up Apple Developer or Google Play Console accounts, and store rejections caused by your business model, content or policies.
• Legal compliance of your app, such as its privacy policy, GDPR, COPPA or age ratings.
• Teaching programming fundamentals.
• App marketing and store optimisation.

For custom development, email support@fluxnative.app for a quote.

04Response times

Our team works Monday to Friday, GMT+7. We aim to reply within 1–2 business days. Replies may take longer on weekends and public holidays. Outages affecting many users are handled first, whatever the channel.

05Reporting an issue

You will get the fastest fix if you include:

• The project, and the screen or build where it happened.
• What you did, what you expected, and what happened instead.
• Screenshots, a screen recording, or the error text or build log.

Do not send passwords, API keys or other secrets. If we need access to a connected service, we will ask you to enter it through FluxNative instead.

06App store submission

We help with build settings, signing, icons and metadata, and with rejections caused by FluxNative’s generated code. You need your own Apple Developer and Google Play Developer accounts to publish, and you are responsible for your listing and for meeting store policies.

07Refunds

Paid plans and credit top-ups come with a 30-day technical guarantee. We refund a purchase when:

• You ask within 30 days of the payment.
• FluxNative materially fails to work as described, and you give us enough detail to reproduce the problem.
• Our team cannot resolve it.

Refunds are not available for change of mind, for credits already spent on successful generations or builds, for features never described on our site, for store rejections outside our control, or for accounts suspended for breaking our terms, except where the law requires.

FluxNative Commerce has its own rule. Ask within 14 days of the payment: we refund a purchase in full when none of its sites is connected to an app and no app of it has been built or had its source taken out. When only some of its sites are unused, we can refund those, each at what one site of that purchase cost (its total divided by its sites, discount included), and the purchase keeps the sites in use. A full refund ends its sites: their apps stay, but can no longer be built, published or taken out, and get no new versions.

An AppSumo licence is refunded by AppSumo, under its own policy, not by us (see the Terms, AppSumo lifetime deal).

The Dev Kit: ask within 30 days of the payment. We refund the kit when it materially fails to work as described and our team cannot fix it. An approved refund ends the kit's licence.

Credits spent on a change that failed or did nothing: ask about that charge and we review it. A failed native build is never charged.

To ask for a refund or question a charge, send a request from Help with the topic Billing and credits (Credits & billing › Activity has Ask about this charge on each row, which fills in the date, credits, app and request). If you cannot sign in, email hi@inspireui.com from your account's address with your order number. We review requests within 5–7 business days. Approved refunds are paid through Lemon Squeezy to the original payment method.

08After you cancel

When a paid plan ends, your account moves to the free plan. Your projects and exported code remain yours, and apps you already published keep working. Paid features and support priority stop at the end of the paid period.

09Contact

Questions about this document can be sent to hi@inspireui.com. InspireUI Ltd operates FluxNative.