Refunds and cancelling, made clear.

• Bought something from a business that uses Flow? Ask that business first; their refund policy applies. If they do not answer, or what you bought was not delivered as described, write to us.
• Paying for a Flow plan? Your plan runs for the period you paid, and you can choose not to renew it. Plan payments are not refundable except where the law requires, or where we choose to.
• Running a business on Flow? You can refund your customers from your workspace, in full or in part. Our fee on the sale is not returned.

When you pay a business on a Pexally checkout, Pexally is the seller of record: your card or PayPal statement names Pexally. The business supplies what you bought, and the refund policy they showed you applies.

• Ask the business first. Their contact details are on your receipt. They can refund you in full or in part from their workspace, and the money goes back to the card or PayPal account you paid with.
• Then ask us. If the business does not answer, or what you bought was not delivered as described, write to [email protected] with your receipt. We may refund you ourselves where the law requires, where a product was not delivered as described, or to settle a problem before it becomes a dispute.
• Repeating payments. To stop a subscription you bought from a business, ask that business, or write to us and we will help.

Everything sold through Flow is digital: work delivered to you, consultations, downloads, software licences, courses and memberships. Nothing is shipped, and no shipping address is ever asked for. For each sale Flow keeps a record of when it was paid for and delivered, which is used to answer any dispute.

• The free trial lasts 15 days and needs no card, so there is nothing to refund or cancel when it ends.
• A plan is paid monthly or yearly, in US dollars, and runs for the period paid. To cancel, do not renew it. When a plan is not renewed, the features it includes are paused after a short grace period.
• Your money is never locked in. Finance and your Wallet stay open, so you can always see and withdraw money you have earned, unless the law or a hold under the Terms requires otherwise.
• Plan payments are not refundable except where the law requires, or where we choose to. A price change never re-bills a period you have already paid for.

• You may refund a payment, in full or in part, from your workspace. The refunded amount is taken from your balance, and our fee on the sale is not returned.
• You must honour the refund policy you show your buyers, and treat them fairly. We may refund a buyer ourselves where the law requires, where a product was not delivered as described, or to prevent a dispute.
• If a refund or chargeback arrives after you have been paid, your balance may become negative, and it is recovered from your future earnings.

If a buyer disputes a payment with their bank, Pexally answers it as the seller of record, using the delivery record Flow keeps for each sale and anything the business provides. While it is open, the disputed amount and the bank’s dispute fee are held. If the dispute is decided for the business, the hold is released and the fee returned; if not, the amount and the fee are deducted. Buyers: please ask us first — it is usually faster.

Email [email protected] with your receipt or the email address you paid with, and tell us what went wrong. You can also use the chat on our contact page. The full rules are in our Terms, sections 3, 4, 6, 7 and 8.