Refund & Cancellation Policy

2.1 Payment Processing

• **Payment Processor:** All payments are processed securely through Stripe. We do not store complete credit card information.
• **Billing Currency:** All prices are listed in USD. Your payment provider may charge currency conversion fees.
• **Payment Methods:** We accept major credit cards (Visa, Mastercard, American Express) and debit cards. Additional payment methods may be available depending on your region.
• **Billing Cycle:** Subscriptions are billed monthly or annually depending on your selected plan.

2.2 Automatic Renewal

• **Auto-Renewal:** All paid subscriptions automatically renew at the end of each billing period unless canceled before the renewal date.
• **Renewal Notice:** We will send you an email reminder before your subscription renews.
• **No Refunds on Renewal:** Once a renewal payment is processed, it is generally non-refundable (except as described in Section 3).
• **Price Changes:** If we change our pricing, we will notify you at least 30 days before the new pricing takes effect. You will have the opportunity to cancel before the change.

2.3 Failed Payments

• **Retry Attempts:** If a payment fails, we will attempt to process it again automatically over the following 7 days.
• **Email Notification:** You will receive an email notification if a payment fails.
• **Account Status:** If payment issues are not resolved within 14 days, your account will be downgraded to the Free plan.
• **Reactivation:** You can reactivate your paid subscription at any time by updating your payment information.

2.4 Taxes

• **Tax Responsibility:** Prices are exclusive of applicable taxes (VAT, GST, sales tax, etc.). You are responsible for all taxes associated with your subscription.
• **Tax Collection:** We will collect and remit applicable taxes where required by law. Taxes will be added to your invoice.
• **Tax Documentation:** You may request a receipt or invoice for tax purposes by contacting support@creatorflow.so.

3.1 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for new customers:

• **Eligibility:** Available only for your first paid subscription with CreatorFlow (monthly or annual).
• **Timeframe:** You must request a refund within 14 days of your initial subscription charge.
• **Full Refund:** You will receive a 100% refund of your subscription fee (minus any transaction fees charged by payment processors, typically ~3%).
• **One-Time Offer:** This guarantee applies only once per customer. It does not apply to renewals or subsequent subscriptions.
• **How to Request:** Email support@creatorflow.so with your account email address and reason for the refund request.

3.2 Annual Plan Refunds

For annual (yearly) subscriptions:

• **14-Day Window:** Full refund available within 14 days of purchase (same as monthly plans).
• **After 14 Days:** No refunds or prorated refunds for unused months after the 14-day window expires.
• **Rationale:** Annual plans are discounted by 20% in exchange for the annual commitment. This discount is provided upfront, making prorated refunds unavailable.
• **Cancellation:** You may cancel at any time, but you will retain access until the end of your paid annual period.

3.3 Monthly Plan Refunds

For monthly subscriptions:

• **14-Day Window:** Full refund available within 14 days of your first subscription charge.
• **After 14 Days:** No refunds for the current billing period after the 14-day window expires.
• **No Prorated Refunds:** We do not provide prorated refunds for partial months if you cancel mid-billing-cycle.
• **Cancellation:** You may cancel at any time, but you will retain access until the end of your current billing period.

3.4 Refund Exceptions

Refunds are NOT available in the following circumstances:

• **Renewals:** Automatic renewal charges after your initial subscription period.
• **Terms Violations:** Accounts terminated for violating our Terms of Service or Acceptable Use Policy.
• **Abuse:** Excessive or fraudulent refund requests.
• **Downgrade:** Switching from a paid plan to a lower-tier plan or Free plan mid-cycle.
• **Partial Use:** You used the Service during the billing period (refunds are only for the first 14 days).
• **Third-Party Fees:** Transaction fees charged by payment processors or banks.
• **Chargeback Abuse:** If you dispute a charge with your bank instead of requesting a refund through us, your account may be permanently suspended.

3.5 Refund Process

• **Request Method:** Email support@creatorflow.so from your account email address with the subject "Refund Request."
• **Required Information:** Include your account email, subscription plan, and reason for the refund request.
• **Review Time:** We will review your request within 2-3 business days.
• **Approval:** If approved, refunds are processed within 5-10 business days to the original payment method.
• **Account Status:** Upon refund approval, your account will be downgraded to the Free plan.
• **Notification:** You will receive an email confirmation once the refund is processed.

4.1 How to Cancel

You can cancel your paid subscription at any time using one of the following methods:

• **Dashboard:** Log in to your CreatorFlow account, go to Settings > Billing, and click "Cancel Subscription."
• **Email Support:** Email support@creatorflow.so with the subject "Cancel Subscription" from your account email address.
• **Immediate Effect:** Cancellations submitted before your next billing date will prevent future charges.

4.2 What Happens After Cancellation

• **Billing:** Your subscription will not renew, and you will not be charged again.
• **Access:** You will retain access to paid features until the end of your current billing period.
• **Downgrade:** At the end of your billing period, your account will automatically downgrade to the Free plan.
• **Data Retention:** Your account data, automation templates, and collected emails will be retained on the Free plan (subject to Free plan limits).
• **Reactivation:** You can reactivate your paid subscription at any time from your account settings.

4.3 Account Deletion

If you want to permanently delete your CreatorFlow account (not just cancel your subscription):

• **How to Delete:** Go to Settings > Account > Delete Account, or email support@creatorflow.so.
• **Data Deletion:** All account data, including collected emails, automation templates, and usage history, will be permanently deleted within 90 days.
• **No Recovery:** Deleted accounts cannot be recovered. This action is irreversible.
• **Outstanding Charges:** You remain responsible for any outstanding charges before account deletion.

5.1 Downgrade Process

• **Immediate Downgrade:** Downgrades take effect at the end of your current billing period.
• **No Prorated Refunds:** You will not receive a refund or credit for unused time on your current plan.
• **Continued Access:** You retain access to your current plan's features until the end of the billing period.
• **Feature Limitations:** After the downgrade, your account will be subject to the limits of the new plan (e.g., account limits, DM conversation limits).

5.2 Free Plan Limits

If you downgrade to the Free plan, the following limits will apply:

• **1 Instagram Account:** You can only connect one Instagram account (additional accounts will be disconnected).
• **1,000 DM Conversations/Month:** Limited to 1,000 automated DM conversations per month.
• **Limited Features:** Some Pro features (e.g., advanced analytics, multi-workspace support) will be unavailable.
• **Data Retention:** Your data will be retained, but you may not be able to access all of it until you upgrade again.

6.1 Service Outages or Technical Issues

• **Refund Eligibility:** If the Service experiences prolonged downtime (more than 72 consecutive hours) or critical technical issues that prevent you from using core features, you may be eligible for a prorated refund or credit.
• **Request Process:** Contact support@creatorflow.so with details of the outage or issue. We will investigate and determine eligibility.
• **SLA Credits:** Enterprise customers with a Service Level Agreement may be eligible for credits as specified in their agreement.

6.2 Billing Errors

• **Double Charges:** If you are accidentally charged twice for the same subscription period, we will refund the duplicate charge immediately.
• **Incorrect Amount:** If you are charged an incorrect amount due to a pricing error or system malfunction, we will refund the difference.
• **Reporting:** Report billing errors to support@creatorflow.so within 30 days of the charge.

6.3 Account Suspension or Termination by CreatorFlow

• **Violations:** If your account is suspended or terminated for violating our Terms of Service, no refund will be issued.
• **Error Suspension:** If your account is suspended or terminated in error, we will reinstate your account and issue a refund or credit for any period you were unable to access the Service.
• **Instagram Bans:** If your Instagram account is banned or restricted by Meta, no refund will be issued as this is beyond our control.