Refund and Cancellation Policy

Draft for review. This policy is a draft pending review by a Singapore-qualified lawyer. It is not final and may change before Everdeck launches.

This policy is part of the Terms of Service between your organisation and FLOW FN PTE. LTD. (UEN 202617303Z). Payments are processed by Stripe.

1. The free trial

A new customer can start one 14-day trial. You add a payment card at Stripe when you start it, and nothing is charged during the trial.
We email you 3 days before the trial ends.
During the trial, the plan's limits apply, except that your agents can run up to 1,000 sessions in all and at most 3 sessions at once, and up to 25 million characters of text a month are indexed for search by meaning.
If you switch plans during the trial, the trial carries on and you are charged for the new plan when it ends.
Cancel from the Billing page before the trial ends and you are never charged.
If you don't cancel, the trial ends on day 14 and you are charged for the plan and billing period you chose.
One trial per account, per account owner and per card. If the card has already been used for a trial, if Stripe can't tell us whether it has, or if the account owner has already had a trial on another account, the subscription starts straight away without a trial and is charged.
If you remove your card during the trial, the subscription ends with the trial instead of being charged.

2. Billing

Subscriptions are charged in advance, monthly or yearly, in US dollars, and renew automatically until you cancel. Taxes, such as Singapore GST, are added where they apply.

3. Changing plans

Upgrades apply immediately. You pay a prorated amount for the rest of the current billing period.
Downgrades, and switching from yearly to monthly billing, apply at the end of the current billing period. Before then, archive any companies, and pause or decommission any active agents, above the new plan's limits. If you're still above them when the downgrade applies, what you have keeps working, but you can't add more until you're within the limits or you upgrade.

4. Cancelling

Cancel at any time from the Billing page, which opens Stripe's customer portal.
Cancellation takes effect at the end of the period you have paid for. You keep full access until then and are not charged again.
After the subscription ends, your account stays in Everdeck, read-only, for 30 days. Choose a plan on the Billing page to pick up where you left off, or email [email protected] for a copy of your data. We then delete it as described in our Data Retention Schedule.

5. Refunds

Payments are not refundable, except:

Billing mistakes. If we charge you twice, or charge an amount we shouldn't have, we refund the mistaken amount in full.
Where we end the service without cause. If we end your subscription when you haven't broken our terms, we refund the unused part of your current period.
Where you end part of the service over a new subprocessor. If you object to a new subprocessor and end the affected part of the service, as section 5.2 of our Data Processing Agreement allows, we refund the prepaid fees for the period after it ends.
Where the law requires it. Nothing in this policy limits a refund the law gives you.

Otherwise, we don't refund partial periods when you cancel, downgrade or stop using Everdeck. We also don't refund charges from AI model providers or connected apps, which you pay to them directly.

6. Failed payments

If a payment fails, Stripe retries it and we email you. Your account stays fully usable for 7 days while you update your card. After that, the workspace becomes read-only until a payment succeeds, and agents pause; once the payment goes through, someone resumes each agent from its page. Nothing is deleted because a payment failed.

7. Asking for a refund

Email [email protected] with your account name and the invoice in question. Approved refunds go back to the original payment method, usually within 5 to 10 business days, depending on your bank. If you think a charge is wrong, please contact us before disputing it with your bank, so we can fix it quickly.