Refund Policy

01The short version

02Statutory rights & Australian consumers

This policy operates in addition to, and does not exclude or limit, any rights or remedies you have under applicable law that cannot lawfully be excluded.

For Australian consumers, this includes the consumer guarantees you may have under the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth). If our services fail to meet a consumer guarantee that cannot lawfully be excluded, you are entitled to the remedies provided by that law, and your statutory rights apply regardless of the conditions and limitations set out in this policy.

03Setup fees

Setup fees cover the design, configuration, integration, deployment and initial testing of the system described for your plan or in your order.

• Before implementation work has commenced — setup fees may be refunded in full.
• Once implementation work has commenced — setup fees are non-refundable, except where a non-excludable consumer guarantee or other statutory right applies (see Section 02).
• Waived or discounted setup fees — where the setup fee is waived or discounted under a promotional or founding-client offer, the waived portion has no cash value and cannot be refunded, redeemed, or credited.

Optional add-ons

Branding removal — removing the “Powered by HighFlowAI” badge from your widget — is available as a one-time add-on (US$750 / A$999) and is included at no extra charge on the Elite plan. Sending your automated emails from your own verified domain is available on Pro and Elite; full white-label (branding removed by default across the widget and emails) is Elite-only. Add-on fees are non-refundable once applied, except where a non-excludable consumer guarantee (such as under the Australian Consumer Law) applies.

04Monthly 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 — cancelling through the billing portal ends service at the end of the current billing cycle, and you keep access until then. Alternatively, you may request a prorated refund of unused subscription time for the current billing period by emailing billing@highflowai.com (see Section 06).
• Past billing periods — subscription fees for billing periods you have already used are not refundable, except in the case of a billing error or duplicate charge, or where a refund is required by law.
• 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.

Free trials

Seven (7) day free trials are free of charge and carry no setup fee. A trial ends automatically at the end of day seven (7) without any charge unless a payment method is added and a plan is chosen before then. Because nothing is paid during a trial, no refund applies to trial accounts. Account data from a trial is retained as described in our Terms & Conditions, and the account can be reactivated by choosing a plan.

05Third-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 plan or in a separate written quote before they're incurred.

06How 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 plan or invoice the request relates to, and the reason for the request.
3. For billing errors or duplicate charges, include the date and amount of each transaction in question.
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.

07Processing & 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.

08Chargebacks & 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.

09Contact us

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