Refund & Returns Policy

1. Scope of This Policy

1.1 Products and Services Covered

This Policy applies to:

• Monthly and annual Subscription plans purchased directly at www.exactflow.com
• Add-on features, premium AI agent access, and additional user seat charges
• Onboarding and implementation services billed as one-off engagements
• Any other products or services supplied by ExactFlow unless governed by a separate written agreement

1.2 Products and Services Not Covered

This Policy does not apply to:

• Charges arising under bespoke enterprise agreements that contain specific refund provisions — those terms govern
• Third-party products or services accessed through ExactFlow marketplace integrations — these are subject to the refund policies of the relevant third-party operator
• Overpayments or billing errors, which are addressed in Section 6 of this Policy

2. General Principle — Non-Refundable SaaS Fees

ExactFlow's Platform is a digital SaaS service. Once access to a Subscription period commences and the service has been made available, Subscription Fees are generally non-refundable. This reflects the nature of digital services, which cannot be 'returned' once delivered and accessed.

Fees paid for a monthly Subscription period are non-refundable once that billing period has commenced, regardless of whether the Client has used the Platform during that period.

This general rule is subject to the specific exceptions set out in Sections 3, 4, and 5 below.

3. Refund Eligibility — Summary Table

4. 14-Day New Subscriber Refund Window

4.1 Eligibility

First-time subscribers to an annual ExactFlow Subscription may request a full refund within 14 calendar days of their initial purchase date, provided that:

• The request is submitted within 14 calendar days of the purchase date (the 'Refund Window')
• The Client has not made material use of the Platform (see Section 4.2 for definition)
• The Client has not previously held an ExactFlow Subscription (applies to first-time subscribers only)
• The request is submitted through the process described in Section 7

4.2 Definition of 'Material Use'

For the purposes of this Policy, 'material use' is deemed to have occurred where any of the following thresholds have been met or exceeded during the Refund Window:

• More than 5 hours of active session time on the Platform
• Connection of one or more live marketplace integrations with active data synchronization
• Activation and meaningful use of any AI Agent (Axel, Zane, Tesa, Raya, Nia, or Kai)
• Export or download of data from the Platform
• Submission of more than 10 support tickets or API calls

ExactFlow reserves the right to assess material use on a case-by-case basis using Platform usage logs.

4.3 Exclusions from the 14-Day Window

The 14-day refund window does not apply to:

• Monthly Subscriptions (which are non-refundable as set out in Section 2)
• Renewals of existing annual Subscriptions
• Upgrades or plan changes mid-Subscription
• Add-on services, professional services, or implementation fees

5. Service Credits for SLA Downtime

5.1 SLA Commitment

ExactFlow targets 99.5% monthly Platform availability, excluding scheduled maintenance. Where this target is not met in a given calendar month, the Client may be eligible for a service credit as follows:

5.2 Credit Conditions

Service credits are subject to the following conditions:

• The Client must submit a credit request in writing to support@exactflow.com within 14 days of the end of the affected month
• Requests must include the affected account details, dates and times of outages, and a description of the impact
• Credits are applied as a deduction from the Client's next invoice — they are not paid as cash refunds
• Credits are not cumulative with any refund rights under other provisions of this Policy
• Downtime caused by the Client, its Authorized Users, third-party integrations, or Force Majeure Events does not qualify for credits
• Scheduled maintenance windows communicated with at least 48 hours' advance notice are excluded from downtime calculations

6. Billing Errors and Duplicate Payments

If you believe you have been charged incorrectly, have been charged twice for the same period, or have been billed for a service you did not order:

• Contact billing@exactflow.com within 30 calendar days of the incorrect charge appearing on your invoice
• Include your account details, invoice number, and a description of the suspected error
• ExactFlow will investigate and respond within 10 business days
• Where an error is confirmed, ExactFlow will issue a corrected invoice and, if payment has already been made, a refund of the erroneous amount within 14 business days by the original payment method

Failure to report a billing error within 30 days of the invoice date constitutes acceptance of the charge. This does not affect any mandatory legal rights you may have.

7. How to Request a Refund

7.1 Refund Request Process

To submit a refund request, follow these steps:

1. Step 1 — Submit a written refund request by email to billing@exactflow.com with the subject line: 'REFUND REQUEST — [Your Account Name] — [Invoice Number]'
2. Step 2 — Include the following in your request: full company name and registered address; registered email address on the Account; the invoice number and amount in question; the reason for your refund request; supporting evidence where applicable (e.g., screenshots of billing errors, description of non-use)
3. Step 3 — ExactFlow will acknowledge your request within 2 business days and provide a reference number
4. Step 4 — ExactFlow will review and decide on the request within 10 business days of receiving all required information
5. Step 5 — If approved, refunds are processed within 14 business days by the original payment method

7.2 Refund Method

Approved refunds will be returned by the same method used for the original payment:

• Credit/debit card payments — refunded to the original card
• Bank transfer (przelew bankowy / SEPA) — refunded to the originating bank account

ExactFlow does not issue refunds via alternative methods or to third-party accounts.

7.3 Currency

Refunds are processed in the same currency as the original charge (PLN or EUR). ExactFlow is not responsible for exchange rate fluctuations or bank fees incurred by the Client in receiving the refund.

8. Disputes and Escalation

If you are not satisfied with ExactFlow's decision on a refund request, you may escalate your complaint by:

• Submitting a written escalation to legal@exactflow.com, addressed to the Head of Legal & Compliance
• ExactFlow will review the escalation within 15 business days and provide a written final determination
• If the dispute is not resolved through internal escalation, the parties agree to attempt amicable resolution for 30 days before initiating legal proceedings, in accordance with the governing law provisions of the Terms & Conditions.

ExactFlow's refund decisions do not affect any statutory rights the Client may have under mandatory applicable law.

9. Changes to This Policy

ExactFlow reserves the right to modify this Refund & Returns Policy at any time. Changes will be communicated to Clients by email and via the Platform at least 14 days before taking effect. Changes apply to Subscriptions commencing or renewing after the effective date of the change.

10. Contact

• Billing & Refunds: billing@exactflow.com
• Legal Escalation: legal@exactflow.com
• Support / SLA Credits: support@exactflow.com
• Registered Address: ExactFlow p.s.a., Stanisława Bodycha 87, 05-816 Reguły, Poland