1. Overview
This Refund Policy explains how billing, cancellations, and refunds work for the CustomerFlows platform. This policy supplements Section 5.6 of our Terms of Service.
CustomerFlows offers a straightforward billing model: flat-rate monthly or yearly subscriptions with no per-contact or per-seat overage fees. WhatsApp messaging beyond your plan's included allowance is billed at Meta's cost with no markup.
2. Free Trial
2.1 Trial Terms
All new accounts receive a 14-day free trial with full Growth tier features ($149/month value). A valid credit card is required to begin the trial.
2.2 During the Trial
- You have full access to all Growth tier features, including AI chatbot, up to 5 pipelines, Google and Meta attribution, automation workflows, AI lead scoring, and 5 team seats
- No charges are processed during the 14-day trial period
- WhatsApp messaging during the trial is included at no cost up to the Growth tier allowance (5,000 messages)
2.3 At Trial Expiration
- If you select a plan before the trial expires, your subscription begins on Day 15 and your card is charged for the first billing period
- If you do not select a plan, your account enters read-only mode. The AI chatbot pauses, new leads stop being captured, and automation workflows are suspended. You can still log in, view your data, and export contacts
- No charges are ever processed for accounts that remain in read-only mode after the trial
2.4 Trial Refunds
Because no payment is collected during the trial, no refund is applicable for the trial period.
3. Monthly Subscriptions
3.1 Billing Cycle
Monthly subscriptions are billed on the same date each month (your "billing date"), starting on the day your trial ends or the day you first select a plan.
3.2 Cancellation
You may cancel your monthly subscription at any time from Settings > Billing > Cancel Subscription. When you cancel:
- Your account remains fully active until the end of the current billing period
- No further charges will be processed after cancellation
- At the end of the billing period, your account enters read-only mode for 30 days
- After the 30-day read-only period, your data is permanently deleted
3.3 Monthly Refund Policy
We do not offer prorated refunds for partial monthly billing periods. If you cancel mid-cycle (e.g., on Day 12 of a 30-day billing period), you retain full access to the Service through the end of the current period. Your next billing cycle will not be charged.
Exception — First Month Guarantee: If you cancel within the first 7 days of your first paid month (i.e., within 7 days of your first charge after the trial), we will issue a full refund of that month's subscription fee upon request. Contact [email protected] with your account email and the subject line "First Month Refund Request."
4. Yearly Subscriptions
4.1 Billing
Yearly subscriptions are billed as a single upfront payment for 12 months of service. Yearly pricing is equivalent to 10 months of the monthly rate (you save 2 months).
4.2 Cancellation
You may cancel your yearly subscription at any time. When you cancel:
- Your account remains fully active through the end of the 12-month period you have already paid for
- No further charges will be processed at the next annual renewal
- At the end of the prepaid period, your account enters read-only mode for 30 days
4.3 Yearly Refund Policy
We do not offer prorated refunds for unused portions of yearly subscriptions. If you cancel 3 months into a yearly subscription, you retain access for the remaining 9 months. No partial refund is issued for the unused time.
Exception — First 14 Days Guarantee: If you cancel within the first 14 days of your first yearly payment (i.e., within 14 days of being charged for the annual subscription), we will issue a full refund upon request. This gives you the trial period (14 days) plus an additional 14 days on the paid yearly plan to evaluate the Service. Contact [email protected] with your account email and the subject line "Yearly Refund Request."
5. Plan Changes
5.1 Upgrading
When you upgrade to a higher tier (e.g., Starter to Growth):
- Monthly subscribers: The price difference is prorated for the remainder of the current billing period. You are charged the prorated difference immediately, and your next full billing cycle reflects the new plan rate
- Yearly subscribers: The price difference for the remainder of the annual period is calculated and charged immediately. Your next annual renewal reflects the new plan rate
All features of the new plan are available immediately upon upgrade.
5.2 Downgrading
When you downgrade to a lower tier (e.g., Growth to Starter):
- The downgrade takes effect at the start of your next billing period (monthly) or next annual renewal (yearly)
- You retain access to all features of your current plan until the change takes effect
- No refund or credit is issued for the price difference during the current billing period
- If your current usage exceeds the limits of the lower tier (e.g., more than 1 pipeline on Starter), you will be prompted to reduce usage before the downgrade takes effect
6. WhatsApp Messaging Overage
6.1 How Overage Works
Each plan includes a monthly WhatsApp message allowance (Starter: 1,000, Growth: 5,000, Scale: 15,000). Messages beyond your allowance are billed at Meta's per-message cost — currently approximately $0.005 per utility message and $0.035 per marketing message in the United States — with no markup from CustomerFlows.
6.2 Overage Billing
WhatsApp overage charges are calculated at the end of each billing period and included on your next invoice as a separate line item. You can set a monthly spending cap in Settings > WhatsApp > Spending Cap to prevent unexpected charges. When the cap is reached, outbound template messages pause, but inbound conversations (free from Meta) continue.
6.3 Overage Refunds
WhatsApp overage charges are not refundable because they represent costs passed through from Meta at cost. These charges are incurred at the time the messages are delivered and cannot be reversed.
7. Disputed Charges
If you believe a charge is incorrect:
- Contact [email protected] within 30 days of the charge with your account email and a description of the disputed amount
- We will investigate and respond within 5 business days
- If the charge was an error, we will issue a refund or credit within 10 business days
Do not initiate a chargeback with your bank or credit card company before contacting us. Chargebacks initiated without first contacting CustomerFlows support may result in account suspension pending resolution.
8. Account Reactivation
If your account is in read-only mode (after cancellation or trial expiration), you may reactivate at any time during the 30-day read-only window by selecting a plan in Settings > Billing. All of your data — contacts, deals, conversations, and pipeline configuration — is restored immediately.
After the 30-day read-only period, data is permanently deleted and cannot be recovered. Reactivating after this point creates a fresh account.
9. How to Request a Refund
For refund requests that qualify under the exceptions described above (First Month Guarantee or First 14 Days Guarantee for yearly):
- Email: [email protected]
- Subject line: "First Month Refund Request" or "Yearly Refund Request"
- Include: Your account email address
- Processing time: Refunds are processed within 10 business days. Depending on your bank or credit card issuer, the refund may take an additional 5–10 business days to appear on your statement
10. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be communicated via email to active subscribers at least 14 days before taking effect. The current version is always available at https://customerflows.com/refund-policy.
11. Contact
- Billing questions: [email protected]
- Disputed charges: [email protected]
- Company: Keilani Media Group LLC
- Address: 30 N Gould St, Ste R, Sheridan, WY 82801, United States