Refund Policy

01The short version

0290-day revenue confidence guarantee

If, within ninety (90) days of Full Implementation, the Platform does not generate at least $3,000 USD in verified gross revenue directly attributable to HighFlowAI-generated leads, we will refund the difference between verified revenue generated and the original $3,000 USD setup fee.

What "Full Implementation" means

"Full Implementation" — the moment the 90-day guarantee period begins — is defined as the point at which we have confirmed in writing that all of the following are operational:

• Widget installed and operational on your site
• Booking integration connected
• Knowledge base imported
• Automation enabled
• Tracking verified functional

The guarantee timer does not start at SOW signing or at first build activity — it starts only after we confirm Full Implementation in writing.

What counts as "qualifying revenue"

Revenue eligible under this guarantee includes:

• Revenue directly generated from leads captured through the HighFlowAI Platform; and
• Revenue generated from individuals who engaged with the HighFlowAI chatbot during the guarantee period and provided sufficient identifying information — name, phone number, email address, or other reasonably matchable contact details — to match the chatbot interaction to a verified paying customer.

Revenue must be reasonably verifiable through chatbot engagement records and confirmed in writing by you. Only revenue generated within the ninety (90) day guarantee period qualifies. Revenue that cannot be reasonably verified does not qualify.

How to claim

Any refund request under this guarantee must be submitted in writing within fifteen (15) days following the end of the 90-day guarantee period. Requests submitted after that window are not eligible. We retain sole discretion in determining reasonable attribution and eligibility under this guarantee.

Australian consumers

For Australian consumers, this guarantee operates in addition to — and does not exclude or limit — the consumer guarantees you may have under the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth). If your engagement is subject to consumer guarantees that cannot lawfully be excluded, your statutory rights apply regardless of the conditions and limitations set out in this policy.

03Guarantee conditions

The 90-day revenue confidence guarantee applies only if all of the following conditions are met throughout the guarantee period:

• You maintain a minimum of 1,000 website visitors per month during the guarantee period.
• Booking integration remains active.
• Automation features remain enabled.
• You respond to inbound leads within two (2) business hours.
• You do not materially change pricing, offers, or core services during the guarantee period.
• All tracking methods remain installed and functional.
• You provide verifiable documentation of gross revenue when requested.

If any of these conditions are not met, the guarantee does not apply. Monthly subscription fees are not refundable under this guarantee under any circumstances.

04Setup fees

Setup fees cover the design, configuration, integration, deployment and initial testing of the system described in your SOW.

• Before implementation work has commenced — setup fees may be refunded in full.
• Once implementation work has commenced — setup fees are non-refundable, except as expressly provided under the 90-day revenue confidence guarantee above.
• Under the 90-day guarantee — refunds are limited to the difference between verified qualifying revenue and the $3,000 setup fee, subject to the conditions in Section 03.

05Monthly subscriptions

Monthly subscription fees cover platform infrastructure, hosting, monitoring, ongoing optimization, and support for the lifetime of the engagement. They are billed in advance and renew automatically each month.

• Cancellable any time — you can cancel through the billing portal or by emailing billing@highflowai.com.
• Two options on cancellation — when you cancel, you may elect either (i) service termination at the end of the current billing cycle, or (ii) a prorated refund of unused subscription time for the current billing period.
• Not refundable under the guarantee — monthly subscription fees are not refundable under the 90-day revenue confidence guarantee, because you've been using the platform throughout that period.
• Handover — on cancellation, we will, where reasonably practical and on request, hand over credentials and configuration so the system can continue to run on your own infrastructure.

06Third-party costs

Some engagements involve third-party services — for example, telecom or voice infrastructure, AI model usage, cloud hosting, or premium integrations. Where these costs are passed through to you (whether billed directly or invoiced through us), they are non-refundable regardless of the status of your engagement, because we have already paid the third party.

Third-party costs are identified in your SOW or in a separate written quote before they're incurred.

07How to request a refund

To request a refund under this policy:

1. Email billing@highflowai.com with the subject line "Refund request."
2. Include your company name, the SOW or invoice the request relates to, and the reason for the request.
3. For 90-day revenue guarantee claims, include: the date Full Implementation was confirmed; verifiable documentation of revenue generated during the guarantee period; and confirmation that the guarantee conditions in Section 03 were met throughout that period.
4. For subscription cancellations with a prorated refund request, indicate the cancellation effective date you'd like (immediate prorated refund vs. end-of-cycle termination).

We aim to respond to all refund requests within five (5) business days. We may ask follow-up questions to confirm the basis for the refund or to verify identity for security purposes.

08Processing & timing

Approved refunds are issued to the original payment method used for the transaction, processed via Stripe. Once approved, refunds are typically initiated within five (5) business days.

The time it takes for a refund to appear on your statement depends on your bank or card issuer — typically 5 to 10 business days after we initiate the refund. We are not responsible for delays caused by financial institutions or payment processors.

09Chargebacks & payment disputes

If you believe you're entitled to a refund, please contact us before initiating a chargeback with your bank or card issuer. We strongly prefer to resolve any payment dispute directly — it's faster and easier for everyone.

If you initiate a chargeback that we believe is not justified under this policy, we reserve the right to suspend service, contest the chargeback with your card issuer, and recover any associated fees from you.

10Contact us

Questions about a refund or this policy? Get in touch: