This Refund Policy describes when and how refunds, credits, and cancellations apply to paid subscriptions and related fees for the EstateFlow platform (the “Service”). It forms part of our Terms of Service and should be read with our Privacy Policy.
1. Scope
This Policy applies to fees paid to EstateFlow for organization subscriptions and related platform charges billed through our web Service (including invoice or bank-transfer workflows we support). It does not govern fees you pay third parties (for example app store fees unrelated to an EstateFlow subscription, advertising spend on Meta, domain registrars, or SMS providers), unless we explicitly sell that item as a line item on an EstateFlow invoice.
Unless we expressly enable in-app subscription purchases via Apple App Store or Google Play, mobile apps provide access to an organization subscription managed on the web; refunds for those web subscriptions are handled under this Policy, not exclusively through store refund mechanisms.
2. Free Trials
We may offer a free trial so your organization can evaluate the Service. No subscription fee is charged during a valid free trial period. When a trial ends without conversion to a paid plan, access may be limited or suspended. Because trials are free, no refund applies to the trial period itself.
3. Subscription Charges & Renewals
Paid plans are billed in advance for each billing period (for example monthly or annually), as stated for your plan. Subscriptions renew automatically for successive terms of equal length unless you cancel or we agree otherwise in writing before the renewal date.
Where your organization pays by bank transfer or offline methods, payment instructions and due dates appear in the account or invoice. Access may depend on our confirmation that good funds were received. Late payment may result in suspension under the Terms of Service.
4. Currency & Taxes
Fees are quoted and charged in the currency shown for your plan or invoice (commonly Pakistani Rupees (PKR) or another currency we designate). You are responsible for taxes, duties, and government charges applicable to your purchase (except taxes on our net income), unless the invoice states otherwise and legal rules require a different allocation. Currency conversion fees charged by your bank or card issuer are your responsibility.
5. Refund Eligibility
Subject to verification and anti-fraud checks, refunds or credits may be available as follows:
- 14-day initial satisfaction window. If your organization is a first-time paid subscriber to a given plan and requests a full refund of the initial subscription payment within fourteen (14) days of the payment date, we will refund that payment, provided the account has not been used primarily to extract data or engage in abuse, and provided we have not incurred irreversible third-party costs explicitly requested by you for custom work outside standard SaaS features.
- Duplicate or erroneous charges. We will refund amounts that were clearly double-charged or billed in error for services not ordered.
- Material service failure attributable to us. If the Service is continuously and materially unavailable due to our fault for a prolonged period (excluding scheduled maintenance, force majeure, third-party outages, or issues caused by your systems/integrations), we may, at our reasonable discretion, issue a prorated credit or refund for the period of material unavailability.
We may grant goodwill credits outside these categories at our sole discretion; doing so once does not create a commitment to do so again.
6. Non-Refundable Items
Except where mandatory law requires otherwise or we approve a refund under Section 5, the following are not refundable:
- Renewal payments after the applicable refund window has passed;
- Unused or partially used time within a prepaid period after the 14-day initial window (unless we cancel the subscription for our convenience without cause and offer a prorated refund);
- Fees for optional professional services, custom development, data migration, or training billed separately, unless your signed order form states otherwise;
- Third-party costs (domains, advertising, messaging, SMS, hardware);
- Amounts paid for accounts terminated for violation of the Terms of Service or unacceptable use;
- Charges resulting from failure to cancel before renewal when cancel instructions were available in-product or by emailing us a reasonable time before renewal.
7. Cancellations, Downgrades & Upgrades
You may cancel future renewals or request a plan change by using account tools where available or by emailing contact@estateflow.pk from an authorized admin address. Cancellation of renewal typically takes effect at the end of the current paid period; you retain access until then, unless we suspend for non-payment or breach.
Downgrades may reduce seats and features and may take effect at the next billing cycle. You may need to remove users or disable features to comply with the lower plan. Downgrades do not automatically generate a refund for the remainder of the current period.
Upgrades may be prorated or charged immediately as indicated in the Service. Failed payments after upgrade may result in reversion or suspension.
8. How to Request a Refund
To request a refund or billing correction:
- Email contact@estateflow.pk from an address associated with the organization account;
- Include organization name, account admin name, invoice or transaction reference, amount, date of payment, payment method, and a clear reason;
- Provide any supporting information we reasonably request for verification.
We aim to acknowledge complete requests within a reasonable business timeframe and will notify you of approval, partial approval, or denial with a brief explanation.
9. Processing & Timing
Approved refunds are issued to the original payment method when possible (for example card reversal, or bank transfer return to the originating account for offline payments). Once we process a refund, appearance of funds typically takes five to fifteen (5–15) business days, but banks, intermediaries, and payment networks may take longer. We are not responsible for delays caused by those institutions or for FX differences between charge and refund dates.
Where a return to the original method is not possible, we may offer a reasonable alternative method after identity verification.
10. Chargebacks & Payment Disputes
If you believe a charge is incorrect, contact us first at contact@estateflow.pk so we can resolve the issue. Filing a chargeback or payment dispute without prior good-faith contact may delay resolution and may result in account suspension until the dispute is resolved. We reserve the right to contest improper chargebacks and to recover amounts owed under the Terms of Service.
11. Mandatory Consumer Rights
If mandatory law applicable to you grants cancellation or refund rights that cannot be waived (including certain distance-selling or consumer regulations), those rights apply to the extent you legally qualify as a protected consumer under that law. EstateFlow is primarily offered as a B2B SaaS product to organizations. Nothing in this Policy is intended to override non-waivable statutory rights.
12. Changes
We may update this Refund Policy from time to time. The “Last updated” date will change when we do. Material changes will be communicated through the Service or by reasonable notice to organization contacts. Changes do not affect refund requests already submitted under a prior version for payments already made, except where required by law.
13. Contact
Billing, invoices, cancellations, and refunds:
- Email: contact@estateflow.pk
- Call / WhatsApp: 03001239961 · Chat on WhatsApp
- Web: https://app.estateflow.pk