Refund Policy.

Summary

• 30-day money-back guarantee. If you are not satisfied with your first paid hiflo subscription, tell us within 30 days of the purchase date and we will refund that payment in full.
• Cancel any time. You can cancel your subscription at any time from your billing settings. You keep access until the end of the period you have already paid for.
• Renewals and later periods are not refunded, except where required by law or where we have made a billing error.
• Message packs are refundable within 30 days of purchase only if none of the pack has been used.
• Free plans and trials are never charged, so no refund applies.

The sections below give the full detail.

What is covered

This policy applies to payments made to hiflo through our online checkout (processed by Stripe) for:

• Growth and Business subscriptions, billed per employee seat;
• additional AI message packs purchased as one-time add-ons.

Enterprise agreements are governed by the order form or master agreement signed with the customer. Where that agreement addresses refunds, it takes precedence over this policy.

Free plan and trials

The Starter plan is free and is never charged. If we offer you a trial of a paid plan, you will not be charged until the trial ends, and we will email you before the trial converts to a paid subscription. Cancelling during a trial means you are never billed, so no refund is needed.

30-day money-back guarantee on your first subscription

When you upgrade an organisation to a paid plan for the first time, you have 30 days from the date of that first payment to request a full refund of it, for any reason.

• The guarantee applies once per organisation, to the first payment only.
• The 30-day window is counted from the date and time shown on your first paid invoice.
• If you have already used a message pack or other add-on during the period, that is fine — the guarantee still applies to the subscription payment. Message packs are handled separately in section 7.

To claim it, follow the steps in section 9. We do not require a reason, though we appreciate feedback.

Renewals and subsequent billing periods

After the first 30 days, subscription payments are non-refundable. This includes monthly renewals and any period that starts after the guarantee window has closed.

You can cancel at any time. Cancellation stops future charges; your organisation keeps its paid plan until the end of the current paid period and then moves to the Starter plan. We do not issue partial refunds for unused time in a period you have already paid for, unless required by applicable law.

Seat changes

Growth and Business plans are billed per employee seat.

• Adding seats mid-period is charged pro rata for the remainder of the period. These prorated charges follow the same rules as the period they belong to.
• Removing seats mid-period produces a prorated credit that is applied to your next invoice. We do not pay out seat-reduction credits as cash refunds. If you cancel entirely, any remaining credit is forfeited at the end of the paid period unless applicable law requires otherwise.

AI message packs

Message packs are one-time purchases that add to your organisation's monthly AI message allowance. Because they are consumed as they are used:

• A message pack is refundable in full within 30 days of purchase if no messages from that pack have been used. Your plan's included allowance is always consumed first, so a pack remains unused until that allowance is exhausted.
• Once any message from a pack has been consumed, the pack is non-refundable.
• Unused pack messages are not refunded on cancellation or downgrade.

Billing errors and duplicate charges

If we have charged you incorrectly — for example a duplicate charge, a charge after a confirmed cancellation, or an amount that does not match your plan and seat count — contact us and we will investigate and correct it. Refunds for verified billing errors are not subject to the 30-day limit; we will refund the incorrect amount in full.

How to request a refund

Email support@hiflo.io from an email address associated with an Org Admin account on the organisation, and include:

• your organisation name and the domain you use to sign in;
• the invoice number or the date and amount of the payment;
• for a message-pack refund, the pack you purchased.

We will confirm receipt within two business days and tell you whether the request qualifies under this policy. Only Org Admins (or the person who made the payment) can request a refund on behalf of an organisation.

How refunds are paid

• Approved refunds are returned to the original payment method through Stripe. We cannot refund to a different card or account.
• Refunds are issued in the currency of the original charge. If your bank or card issuer converted the charge to another currency, any difference caused by exchange-rate movement or conversion fees is between you and your provider and is not covered by hiflo.
• Most refunds appear on your statement within 5–10 business days of approval, depending on your bank.

What happens to your account after a refund

When a subscription payment is refunded under section 4, the paid subscription is cancelled immediately and your organisation returns to the Starter plan. Features and limits of the Starter plan then apply. Your data is retained and handled according to the Terms of Service and Privacy Policy; a refund does not by itself delete your organisation or its data.

Chargebacks

Please contact us before raising a dispute with your bank or card issuer. Chargebacks raised without first giving us a chance to resolve the issue may result in the organisation's paid features being suspended while the dispute is investigated.

Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer-protection law, including where you are a consumer in South Africa, the European Union, the United Kingdom or any other jurisdiction that grants non-waivable refund rights. Where such law gives you greater rights than this policy, those rights apply.

Changes to this policy

We may update this policy from time to time. The effective date at the top of the page shows the current version. Material changes will be announced in the changelog and, where appropriate, by email to Org Admins. The version in force at the time of a payment applies to that payment.

Contact

Questions about this policy or a specific charge: support@hiflo.io.

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