This policy explains how to cancel, when we give refunds and credits, how to question an invoice, how our Services are delivered and how payments are handled.
In this policy, "Flow Software", "we", "us" and "our" mean FlowSoftware LLC, a US limited liability company. "You" means the business that has signed an Order Form with us. Words with capital letters, such as Services, Order Form, Rate Card, Metered Usage, Professional Services and Customer Data, have the meanings given in our Terms of Service.
This policy forms part of your agreement with us under the Terms of Service. If it conflicts with your Order Form or with the Terms of Service, section 1.4 of the Terms of Service says which one applies.
1. Who this policy covers
1.1 We sell only to businesses. Our Services are not offered to individuals for personal, family or household use.
1.2 This policy covers everything we sell: every service on the Services page of flowsoftware.ai (today custom software and integration, API Flow and Call Flow), and Professional Services such as setup, integration builds, and ongoing operation and support.
2. How billing works
2.1 You pay the fees in your Order Form, which may include recurring fees and usage-based charges. Your Order Form also sets out the fees, if any, for Professional Services such as setup and integration builds.
2.2 We measure Metered Usage in the units set in your Rate Card, and you can see it as section 6.1 of the Terms of Service describes.
2.3 We send one invoice per month, in US dollars.
2.4 Payment is due 15 days after the invoice date.
2.5 You can pay by ACH bank debit or by card. Payments are processed by Stripe, a third-party payment processor.
2.6 Charges appear on your card or bank statement as FLOWSOFTWARE.
3. How to cancel
3.1 You can cancel any Service, or all of them, at any time by email to support@flowsoftware.ai. You do not need to give a reason.
3.2 The email should come from, or copy, a person who can act for your business. Please include:
- your business name;
- the Services you are canceling, or "all Services"; and
- your Order Form or invoice number, if you have it.
3.3 We confirm your cancellation by email within 2 business days. The confirmation states the date your cancellation takes effect (the "effective date").
3.4 Your cancellation takes effect at the end of the monthly billing period in which we receive your email.
3.5 There is no minimum term and no cancellation fee.
3.6 We may also end Services as set out in our Terms of Service. If we end them for a reason other than your breach of the Terms of Service, section 5.4 applies.
4. What happens when you cancel
4.1 Recurring fees. Recurring fees stop on the effective date. We do not charge recurring fees for any period after it.
4.2 Metered Usage. We keep measuring Metered Usage until the effective date and give you the detail on request, as section 6.1 of the Terms of Service describes. Metered Usage up to the effective date is charged at the rates in your Order Form.
4.3 Professional Services in progress. Professional Services performed up to the effective date are charged at the rates in your Order Form.
4.4 Final invoice. After the effective date we send a final invoice for any fees for the period up to the effective date that were not already invoiced, less any credits you hold (section 6).
4.5 No further charges. After the effective date, we do not charge your card or bank account for anything except that final invoice and any earlier invoices that remain unpaid.
4.6 Access. On the effective date your access to the canceled Services ends, and we stop operating the connections we run for you as part of them.
4.7 Your Customer Data. When your Services end, you can ask us by email for a full export of your Customer Data within 30 days after they end. We then delete it within 60 days after the Services end, unless the law requires us to keep it, as sections 9.8 and 18 of the Terms of Service and our Privacy Policy describe.
5. Refunds
5.1 Billing errors. If we charge you an amount that does not match your Order Form or your Metered Usage, we correct it. You can choose a refund of the overcharge or a credit on your next invoice.
5.2 Duplicate charges. If you are charged more than once for the same invoice, we refund each duplicate charge in full. We do not hold it back as a credit.
5.3 Prepaid amounts. If you have paid for a period that runs past the effective date, we apply the unused part, calculated by days, against your final invoice and refund any balance.
5.4 Services we do not provide. If we charge you for a Service and then do not provide it, or we end your Services for a reason other than your breach, we refund the fees you paid for the part we did not provide.
5.5 What we do not refund. Apart from the cases above, we do not refund:
- Metered Usage that was measured correctly;
- Professional Services that were performed; or
- recurring fees for a billing period that has already started.
5.6 How to ask for a refund. Email support@flowsoftware.ai with your business name, the invoice number, the amount and the reason. We review your request and reply within 5 business days.
5.7 How refunds are paid. We pay approved refunds in US dollars to the payment method you used, within 10 business days of approval. After we issue a refund, the time it takes to appear on your statement depends on your card issuer or bank. If that payment method is no longer available, we agree another way to pay you.
6. Service credits
6.1 A service credit is an amount we take off a future invoice. You receive credits where this policy says so (sections 5.1 and 5.3), and where your Order Form sets service levels with credits, on the terms stated there.
6.2 Credits are applied to your next invoice and have no cash value while your Services continue. When your Services end, we refund any credit left after the final invoice.
7. Questions about an invoice, and disputes
7.1 Contact us first. If you think an invoice or charge is wrong, please email support@flowsoftware.ai before you contact your card issuer or bank. Include your business name, the invoice number, the lines you are questioning and why. Please raise it as soon as you can, while the usage records are current.
7.2 Our response. We acknowledge your email and give you a full response within 5 business days. Our response explains how the amount was measured and, where we find an error, how we will correct it under section 5.
7.3 While we look into it. You pay the parts of the invoice you are not questioning by the due date. We do not collect the amount in question, or treat it as late, until we have responded.
7.4 Your dispute rights. Nothing in this policy limits or waives any right you have to dispute a charge with your card issuer or bank. If you open a dispute, we respond to it through Stripe with the relevant Order Form, invoices and usage records.
8. ACH bank debits
8.1 Authorization. If you pay by ACH bank debit, you authorize the debits through Stripe when you set up the payment method, by accepting the debit authorization shown to you at that step. You can withdraw that authorization at any time by email to support@flowsoftware.ai. You then need to choose another payment method for any amounts that remain due.
8.2 Returned debits. Your bank may return an ACH debit, for example because of insufficient funds or a closed account. If that happens, we tell you by email and ask you either to pay the amount by another method or to confirm that we can try the debit again.
8.3 Fees for returned debits. We do not charge a fee for a returned ACH debit.
8.4 Debits made in error. If a debit was not authorized or was for the wrong amount, contact us and your bank promptly. The time a bank allows to report an unauthorized debit from a business account can be short. We refund any debit taken in error under section 5.
9. Service delivery
9.1 Online delivery. All of our Services are delivered online. Our hosted software, including API Flow and Call Flow, is used over the internet. Professional Services, including setup, integration builds, and ongoing operation and support, are also provided online.
9.2 Nothing is shipped. We do not sell physical goods. There is nothing to ship, so no shipping, return or exchange terms apply.
9.3 When delivery starts. Onboarding starts with your Order Form: you and we agree it, including your Rate Card, before anything is billed. We then set up your account, connect the tools you already use and configure the Services to how your business works.
9.4 When access starts. We tell you by email when each Service is ready for you to use, and your access starts then. First access usually follows within 10 business days of a signed Order Form.
9.5 Ongoing service. After onboarding we operate the Services and provide support as set out in your Order Form. You can reach us at support@flowsoftware.ai.
10. Payment security
10.1 Payments are processed by Stripe, a third-party payment processor. This website does not take payments or collect payment details.
10.2 You enter card or bank details on a payment page provided by Stripe. Your details are sent over an encrypted connection (HTTPS) to Stripe, not to us.
10.3 Flow Software does not receive or store full card numbers. Stripe may share limited details with us, such as the card brand and the last four digits, so that we can show which payment method paid an invoice.
10.4 We will never ask you to send a card number or bank account details by email. If you receive a request like that which appears to come from us, do not reply, and tell us at support@flowsoftware.ai.
11. Changes to this policy
11.1 We may update this policy. We publish the new version on this page with a new "Last updated" date, and give notice of material changes as section 19 of the Terms of Service describes.
11.2 A change does not apply to invoices already issued, refund requests already made, or cancellations already received.
12. Contact
FlowSoftware LLC
California, United States
support@flowsoftware.ai
For cancellations, refund requests and invoice questions, please include your business name and the invoice or Order Form number.