FlowAI Refund & Compensation Policy

Effective Date: 2025-03-01

1. Definitions

•"Account Takeover (ATO)": Unauthorized access to a user's FlowAI account resulting in fraudulent transactions.
•"Unauthorized Transaction": A payment processed without the account holder's consent.
•"Prorated Refund": A refund calculated based on the unused portion of a subscription period.

2. General Refund Policy

2.1 Subscription Cancellations

•Users may cancel their subscription at any time.
•Refunds for unused portions of a subscription will be issued on a prorated basis if requested within 7 days of renewal, unless otherwise prohibited by law.
•No refunds will be granted for partial months if the service has been actively used.

2.2 Non-Refundable Services

•One-time AI credits, custom model training fees, and third-party API costs are non-refundable.
•Promotional or discounted subscriptions may have separate refund conditions.

3. Fraud & Account Takeover (ATO) Protection

3.1 Reporting Unauthorized Transactions

•Users must notify FlowAI within 30 days of any suspected fraudulent activity.
•Reports must include:
-Transaction ID(s)
-Date(s) of unauthorized charges
-Any supporting evidence (e.g., IP logs, unauthorized access alerts)

3.2 Investigation Process

•FlowAI will initiate an investigation within 5 business days of receiving a claim.
•Users may be required to provide additional documentation (e.g., police report, identity verification).
•If fraud is confirmed, a full refund will be issued within 14 business days.

3.3 Limitations

•No refunds will be issued if:
-The user fails to report within 30 days.
-The claim lacks sufficient evidence.
-The transaction was authorized but later disputed (chargeback abuse).

4. Service Downtime & Failure Compensation

•If FlowAI experiences service unavailability for more than 48 consecutive hours, affected users may request a prorated refund for the downtime period.
•Excludes scheduled maintenance or disruptions caused by third-party providers (e.g., AWS, Stripe, Alipay).

5. Refund Processing

•Approved refunds will be issued to the original payment method (credit card, Alipay, etc.).
•Processing times vary by provider:
-Stripe-processed payments: 5–10 business days (subject to card issuer/bank policies)
-Bank transfers/other methods: Up to 14 business days (may vary by jurisdiction)
•Users will receive:
-An immediate email confirmation when FlowAI processes the refund
-A second notification when the refund is completed by the payment provider

6. Chargeback & Dispute Resolution

•Users are encouraged to contact FlowAI before initiating a chargeback.
•Unresolved disputes may result in account suspension pending investigation.

7. Policy Modifications

•FlowAI reserves the right to amend this policy with 30 days' notice via email or in-app notification.
•Continued use of the service constitutes acceptance of the updated terms.

8. Contact Information

For refund requests or fraud reports, contact:

•General Inquiry: hello@flowai.com
•Sales Team: sales@flowai.com

Last updated: March 1, 2025