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1. Introduction
At Wordflow AI (“we”, “our”, “us”), we want our customers to feel confident when choosing and using our services. We aim to provide a fair and transparent approach to billing, cancellations, and refunds.
This policy explains how subscriptions are managed, under what circumstances refunds may be provided, and your rights under consumer protection laws. Please read it carefully alongside our Terms of Service and Privacy Policy.
By subscribing to Wordflow, you agree to the terms set out in this Refunds & Cancellations Policy.
2. Definitions
For clarity in this policy:
- Subscription: A recurring paid plan (monthly or annual) that grants access to Wordflow features.
- Billing Cycle: The period of time covered by your subscription fee (monthly or annual).
- Credits: Flow credits used within Wordflow to generate content and access features.
- Top-ups: Additional credits purchased separately from a subscription plan.
3. Free Plan
We provide a Free Plan with limited features and monthly credits. As no payment is required, the Free Plan is not eligible for refunds.
4. Paid Subscriptions
- Monthly Plans: Subscription fees are billed in advance each month and are non-refundable, except where required by law.
- Annual Plans: Subscription fees are billed in advance at a 14% discounted rate. Annual subscriptions are non-refundable once payment is processed, except where required by law.
- Promotions & Top-ups: Promotional offers, discounts, and additional top-ups are non-refundable and non-transferable.
5. Cancellations
- Subscriptions renew automatically unless cancelled before the renewal date.
- Cancellations take effect at the end of the current billing cycle. You will continue to have access until that date.
- We do not offer pro-rata refunds for cancellations made partway through a billing cycle.
6. Upgrades, Downgrades & Billing Changes
- Upgrades: When you upgrade your plan, the difference in price is charged immediately. Refunds are not provided for the unused portion of the previous plan.
- Downgrades: These take effect at the start of the next billing cycle. Your current plan remains active until then.
- Monthly ↔ Annual Changes: Moving between monthly and annual billing cycles is treated as a subscription change and follows the same rules as upgrades and downgrades.
7. Refunds
Refunds are only granted in limited circumstances:
- Duplicate charges caused by a technical error.
- Billing errors resulting in incorrect charges.
- Statutory rights under consumer protection laws, including the Australian Consumer Law, UK and EU consumer rights regulations, or other mandatory local laws.
Refund requests must be made in writing to support@wordflow.ai within 14 days of the charge.
8. Processing Refunds
- Approved refunds will be issued to your original payment method.
- Refunds may take 5–10 business days to appear, depending on your bank or card provider.
- Payments are processed via Stripe; we are not responsible for delays beyond our control.
9. Non-Refundable Items
The following are non-refundable:
- Promotional discounts and trial credits
- One-time top-up purchases
- Partially used subscription periods
- Custom or enterprise plans (covered by separate agreements)
10. Chargebacks & Payment Disputes
If you believe you were billed incorrectly, please contact us first at support@wordflow.ai. Raising a chargeback without contacting us may delay resolution and could result in suspension of your account.
11. Service Availability
Our infrastructure is designed for 99.99% uptime reliability. Refunds are not usually provided for downtime or interruptions, except where required by law.
12. Consumer Rights
Nothing in this Refunds & Cancellations Policy affects your statutory rights under the Australian Consumer Law, UK consumer law, EU regulations, or other applicable local legislation.
13. Contact Us
For questions about this Refunds & Cancellations Policy or to request a refund, please contact us:
Email: support@wordflow.ai
Address: 6 Bourke St, Mascot NSW 2020, Australia
