FAQS
Here you’ll find answers to the most frequently asked questions about our water sports as a service subscriptions, insurance, gear exchanges, and returns. If you don’t find what you’re looking for, feel free to contact us for further assistance.
WHAT IS FLEX UP?
A Subscription Model with Added Features.
Flex Up offers a unique service: watersports equipment on a subscription basis.
For a monthly fee, Flex Up provides access to watersports equipment, with optional additional services available.
Flex Up transforms the depreciation of equipment into a service model.
We manage and optimize the product’s lifecycle, saving customers from the trouble of dealing with second hand market.
Each contract follows a clear 24-month product lifecycle. After the initial 6-month lock-in, the contract is fully open: you can buy out, switch, renew, or exit at any time. At 24 months, the product reaches the end of its primary lifecycle — it is recovered while it still holds significant market value, and you are offered a fresh cycle on new equipment.
WHAT KIND OF MODEL RUNS FLEX UP?
Flex Up operates on a Circular Model
Flex Up offers various product libraries at different rates depending on the version and condition of the items.
Flex Up aims to maximize the lifespan of products by renewing them at optimal times.
This allows multiple customers to subscribe to the same products at lower rates, making sports more accessible to a wider audience, especially younger people.
When products no longer meet our standards, Flex Up collects them and sends them to specialized recycling factories. Parts are reintroduced into various industries as much as possible, with the remaining pieces being disposed of in an environmentally responsible manner to minimize our ecological impact.
Flex Up aims to promote sports accessibility by collecting old items ready to trash and transforming them into promotional offers. This will help individuals gain access to better or new equipment. These items unfit for the market will be incorporated into Flex Up’s recycling program.
CLIENT BENEFITS
– No large upfront investment
– Affordable monthly payments
– Access to the latest models in excellent condition
– No need to deal with the second-hand market (timing, value, sales, packages)
– Subscription cost is equal to or less than the depreciation value of new equipment on the second-hand market after 6 to 12 months
– No financial loss or need for re-investment for future equipment
– Includes renewal, breakage coverage, insurance, and service solutions (Flexcare)
– Total flexibility, total control, no time loss, no stress…
– With Flex Up, clients can enjoy watersports without worrying about the typical challenges of equipment ownership, ensuring they are always equipped with fresh and top-quality gear.
– Known exit cost from day one: The price to leave is displayed at the start of your contract. Full transparency — not a lock-in. Whether you choose to buy out, switch, or exit, every path is priced and available from month 6.
HOW DO I TERMINATE MY SUBSCRIPTION?
Every subscription starts with a 6-month minimum term. From month 6, you can end it at any time. Each item is a separate contract, so you can end one and keep the others.
How it works:
1. Send us a written notice at hello@flexupworld.com.
2. Return your gear with all its accessories. Return shipping is at your cost.
3. We assess your gear when it arrives. Your contract ends once the gear has been received and assessed.
Termination fee (when you return your gear without a switch, renewal or buy-out):
– Months 6–12: €159
– Months 12–18: €129
– Months 18–24: €99
The fee that applies is the one in the Rates in force when your contract started.
Normal wear is never charged. If the assessment finds damage beyond normal wear, you receive a detailed condition report based on the Wear and Tear Assessment Scale. Nothing is debited until at least 14 days after the report, and you can contest it before then. If FlexCare is active on that item, the value compensation is reduced according to your plan.
Not sure you want to stop? From month 6 you can also switch to other gear, buy out the gear you ride, or keep riding month to month. From month 13, your monthly fee drops by €10/month.
CAN I PURCHASE THE PRODUCT AT SOME POINT?
Absolutely! After six months, you can buy out your product at a progressively better discount the longer you stay:
– Month 6–12: −30% off retail price
– Month 12–18: −40% off retail price
– Month 18–24: −50% off retail price
In all cases, your first 6 months of subscription fees are credited against the buyout price. Only the first 6 months are ever deducted — regardless of how long you have been subscribed.
Formula: Buyout price = Retail × discount factor − (6 × monthly fee)
This creates a natural lease-to-own path: at 24 months, your total spend (subscription + buyout) approximates the original retail price — having had 24 months of use, service, and full flexibility throughout.
Auto-buyout at 24 months: If no action is taken by the client at month 24, an automatic buyout at −50% applies. You can always refuse and choose to exit or renew instead.
WHAT ABOUT RENEWAL?
When we launch a new series, we may offer you a renewal: the new-generation version of your gear or the same product again. Renewal is always your choice.
– No fee when we propose it.
– It starts a new contract, with a fresh 6-month minimum.
– Return your current gear within 10 days of receiving the new one. While you hold both, both monthly fees are due, so a quick return keeps the overlap short.
– Shipping costs are on you. We offer transport solutions.
Happy with your current gear? Keep riding month to month. From month 13, your monthly fee drops by €10/month (e.g. FLEX 39 → €29/month).
Month 24: the end of your subscription
Your contract runs for a maximum of 24 months. From month 21, we remind you of your options:
– Switch to other gear
– Accept a renewal, if we have offered you one
– Buy out your gear at −50% (retail price − 50% − your first 6 monthly fees)
– Return it, with a €99 termination fee
We send you a final notice 14 days before the end of month 24. If, after that notice, the gear has not been returned and no option has been chosen, it is invoiced at the month-24 buy-out price and becomes yours once paid.
CAN I EXCHANGE PRODUCTS DURING MY SUBSCRIPTION?
From month 6, you can switch any item for another model or size, subject to availability. Fees per item:
– Standard switch: €79
– Damaged-gear switch (significant damage): €49
– New-series swap, when we offer it: €0
Lost or stolen gear cannot be switched: in that case, the buy-out option applies.
Every switch starts a new contract with a fresh 6-month minimum. We handle the logistics; shipping costs are on you.
While you hold both items, both monthly fees are due, so return your previous gear promptly. At our physical service points, the exchange is product-for-product, with no overlap. If we ship your new gear first and a significant overlap happens despite your prompt return, you can ask us to refund the last monthly payment of the closed contract.
WHAT ABOUT DAMAGES?
In case of damage, you have two options:
– Repair the equipment yourself before returning it
– Return it as-is and we will handle the repair (billed separately).
In both cases, the repair cost is your responsibility.
Separately, Flex Up assesses the value compensation — the market value gap between your equipment in normal condition and its value as a repaired item, at the same point in time.
If you have a FLEXcare plan, this amount is reduced accordingly (Optimum: 75% covered, Premium: 100% covered).
If damage is severe (XXL level), a franchise applies instead.
FLEXcare also modifies the franchise percentage you pay.
WHAT IS A VALUE COMPENSATION?
If the product is returned damaged, two things can happen:
– If you repair it before returning it, you pay for the repair and we only apply a value compensation.
– If you return it without repairing it, we will repair it, charge you the full repair cost, and also apply a value compensation.
Value compensation is the difference in market value between a product in normal condition and the same product with a repair history, since repaired items are worth less.
With FLEXcare, the Optimum plan covers 75% of this value compensation and the Premium plan covers 100%.
Repair costs are never covered and must always be paid by you.
WHAT IS FLEXcare?
FLEXcare is Flex Up’s optional value protection plan. It reduces the value compensation applied when equipment is returned with repair history — Optimum covers 75%, Premium covers 100%.
In cases of severe damage (franchise threshold), FLEXcare also modifies the franchise percentage.
FLEXcare does not cover repair costs (always the subscriber’s responsibility) or overuse compensation.
For intensive riders, we recommend regular Switches as the most effective way to avoid overuse assessments.
DO YOU ASK FOR DEPOSIT?
Yes, we do ask for a deposit. The deposit amount varies based on the subscription category and is cumulative per item. To secure the deposit and provide our customers with peace of mind, we use Swikly, a trusted intermediary platform. This ensures that the deposit process is seamless and doesn’t impact your card limits, offering a secure and hassle-free way to manage deposits.
DO YOU PROPOSE SUPPORT?
Absolutely! Our subscribers or future subscribers can contact us on our support WhatsApp account, for any questions or support.
HOW DOES SWILKY WORK?
-To avoid all the constraints inherent to traditional practices, Swikly has invented the swik as an alternative to a deposit check: A swik is a banking transaction that secures a rental or reservation with an online deposit.
A swik is created from a credit card imprint that must be entered by the customer on a secure form. It can be secured online for a few hours or up to several months and the secured amounts are neither blocked nor debited: Credit card limits are not affected by securing a swik.
Swikly accepts all bank cards except:
– American Express
– Diners Club International
– Visa Electron
– Prepaid cards
– Cards requiring systematic authorization
Unfortunately, these bank cards either do not allow post debit or online transactions, so they do not qualify for depositing a swik. For international bank cards, here is the list of countries authorized by our payment provider: https://support.mangopay.com/s/article/which-are-the-authorized-countries-where-you-can-process-payments?language=en_US
WHAT HAPPENS TO MY OLD GEAR
At Flex Up, we are committed to promoting a circular economy and minimizing waste. If you decide not to purchase the product and choose to send us your old equipment in exchange for a new one, there are several options for its future.
Firstly, your old gear may be reintroduced into our system to continue its lifecycle. Depending on its condition and age, we may offer it as a Stage 1 or Stage 2 product in our subscription service. This ensures that the equipment continues to be utilized and enjoyed by others, contributing to a more sustainable approach to water sports equipment.
Alternatively, if the equipment is no longer suitable for use, we prioritize recycling. Many of the materials, especially kites and wings, can be repurposed to create new products. We collaborate with manufacturers who specialize in recycling materials, ensuring that as much of the equipment as possible is diverted from landfills and given a second life.
By participating in our gear exchange program, you are not only accessing the latest equipment but also contributing to the preservation of the environment and the promotion of circular economy principles.
I hope this information provides clarity on the fate of your old gear and demonstrates our commitment to sustainability at Flex Up. If you have further questions or require more information, please don’t hesitate to reach out.
DELIVERY
All of our equipment is shipped directly from the warehouse. You will be informed of the status of your delivery by email and will receive a tracking number. With this, you can check where your gear is at any time.
REPAIRS
At Flex Up, we understand that accidents happen, which is why we offer a seamless repair process for damaged equipment. If your gear sustains damage, simply send it to us for repair. The cost of the repair will be determined based on your insurance coverage and the size of the damage.
But here’s where it gets even better – we won’t leave you high and dry while your gear is being repaired. Instead, we’ll immediately send you a replacement item, whether it’s brand new or already repaired, depending on your subscription level. This means you won’t have to wait for your damaged gear to be fixed before getting back on the water.
Our commitment to you is that our subscribers won’t spend more than 48 hours out of the water, ensuring you can continue enjoying your water sports adventures without unnecessary delays.
At Flex Up, we’re dedicated to keeping you on the move and ensuring your water sports experience is as seamless as possible.
DISPUTES
– In the event of disagreement between FLEX UP’s estimations and the application of penalties, discussion is always possible to provide clarity on decisions and ensure adherence to the terms of use and contract. Through effective communication, most disputes can be resolved.
– If there is still disagreement or miscommunication, SWIKLY will intervene as a trusted third party to verify that the terms are being respected by both sides.
– Following Swikly’s arbitration, payment will occur. If not, SWIKLY will be authorized to use the deposit, incurring additional fees from SWIKLY’s side.
– At FLEX UP, our intention is to have satisfied subscribers who are inclined to renew and continue their subscriptions with us. Therefore, it is not in our interest to exploit the situation by overcharging on penalties and deposits.
– We offer a new and innovative model that greatly benefits our customers. To maintain this model, it’s essential for all parties to adhere to the agreed-upon rules with fairness and integrity.
