Refund & Cancellation Policy

1. Who you’re buying from

Flow Relay is operated by Adriano Sorbello (sole proprietor, Italy). Subscriptions and one-off purchases are processed by Paddle.com Market Ltd, our authorized reseller and Merchant of Record. Paddle handles billing, invoicing, VAT and sales tax collection. Refunds are issued by Paddle on our behalf and follow the policy described below.

2. Subscriptions and billing

Flow Relay paid plans (Starter, Team, Business) are billed on a recurring monthly or annual basis depending on the option you select at checkout. The amount, billing interval and currency are shown on the pricing page and confirmed at checkout before payment.

Each paid plan includes a monthly allowance of AI tokens and AI insights. Usage above those limits is billed only if you have explicitly enabled pay-as-you-go overage in your billing settings, at the per-unit overage rate listed on your tier. You can set a monthly hard cap; once reached, generation is paused for the remainder of the period and no further overage is billed.

3. Cancelling your subscription

You can cancel any subscription at any time from your account billing page or via the Paddle customer portal linked in your invoice emails. Cancellation takes effect at the end of your current billing period: you keep full access until that date and are not charged again.

Cancelling does not, by itself, trigger a refund of the current period. See section 4 for refund eligibility.

4. Refund eligibility

• 14-day money-back guarantee (first purchase). If you are unsatisfied with your first paid subscription purchase, you may request a full refund within 14 days of the initial charge. This applies once per customer.
• Renewals. Subsequent monthly or annual renewal charges are non-refundable, because you have continuous access to the service throughout the period. We will consider partial refunds on a case-by-case basis if the service was unavailable for a substantial portion of the billed period due to a fault on our side.
• Annual plans. Cancellations after the 14-day window are not refunded for the unused portion. You retain access until the end of the prepaid period.
• Overage and metered charges. Pay-as-you-go overage charges correspond to AI capacity already consumed and are non-refundable, unless they were billed in error.
• Free tier. The Free plan is, well, free. There is nothing to refund.

5. EU consumer right of withdrawal

If you are a consumer resident in the European Union, you are entitled by law to a 14-day right of withdrawal on digital service purchases under Directive 2011/83/EU. By starting to use Flow Relay during this 14-day window, you may be deemed to have waived this right for the portion already consumed. We honour the 14-day money-back guarantee in section 4 regardless, which is at least as favourable as the statutory minimum.

Business customers (purchasing in the course of a trade, profession, or organisation) are not consumers under EU law and are governed exclusively by the policy in section 4.

6. How to request a refund

Email us at billing@flowrelay.itwith the subject “Refund request” and include:

• The email address on the Paddle order.
• The Paddle order or subscription ID (you’ll find it in any invoice email from Paddle).
• The reason for the request.

We aim to acknowledge requests within 2 business days and to issue eligible refunds within 10 business days. Refunds are returned to the original payment method via Paddle. Bank settlement times depend on your card issuer or bank.

You can also contact Paddle directly via paddle.net using the email address you used at checkout – Paddle will coordinate with us to process eligible refunds.

7. Chargebacks

Please contact us before opening a chargeback. Most issues (mistaken charge, duplicate subscription, forgotten cancellation) can be resolved faster and more reliably by email than through your card issuer. Chargebacks initiated without prior contact may result in your account being suspended pending resolution.

8. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top reflects the most recent revision. Material changes will be communicated by email to active subscribers at least 14 days before they take effect.

9. Contact

For any question about billing, cancellation, or refunds, reach us at billing@flowrelay.it.