Refund & Cancellation Policy
Refund & Cancellation Policy v1.1 · Last updated: 25 July 2026
Plain-language summary
Fees are non-refundable after Flow-X begins the agreed work, except where applicable law provides a cancellation, refund, chargeback, or other mandatory remedy, or where Flow-X materially fails to deliver the agreed scope. Nothing in this policy limits rights that cannot lawfully be limited.
1. Scope and business engagements
This policy applies to bespoke Flow-X data migration services bought for a business. It supplements the written Statement of Work (“SOW”), which will identify the agreed deliverables, exclusions, price, payment schedule, start trigger, and acceptance checks. A business-use confirmation does not remove any mandatory statutory or consumer protections that apply to an individual or transaction.
2. Before work begins
A custom-request form is an enquiry and payment-intent only. It does not take payment, authorise a charge, or confirm a project. Before payment is requested, Flow-X will provide the proposed scope, price, payment method, anticipated timing, and applicable cancellation information in writing. You may decide not to proceed before accepting that proposal.
3. Cancellation after an agreed start
The SOW will state when work begins, normally after the agreed payment condition is met and Flow-X has the access or information required to start. Once the agreed work begins, fees for that work are generally non-refundable because Flow-X allocates specialist time and creates project-specific outputs. This does not affect any cancellation, refund, chargeback, or other remedy required by applicable law, or a remedy where Flow-X materially fails to deliver the agreed scope.
4. Delivery concerns and remedies
If you believe a delivery does not match the SOW, please notify us promptly with the relevant evidence and requested outcome. Flow-X will review the issue and, where appropriate, discuss re-performance, correction, a pro-rated refund, or another suitable remedy. Any SOW acceptance process is intended to document the project outcome; it does not remove rights that cannot lawfully be limited.
5. Complaints and payment disputes
Send complaints or cancellation requests to team@flow-x.madethis.app with the SOW or order reference, a description of the issue, and your preferred resolution. We aim to acknowledge complaints within two business days and work toward a good-faith resolution. You may use any chargeback, court, regulator, or other remedy available to you under applicable law.
6. Governing law
The SOW or order confirmation will state the applicable governing-law and dispute-forum arrangement before payment or work begins. Until then, this is a placeholder for solicitor review; it does not itself select a governing law or displace mandatory law that applies to the engagement.
7. Data and records
We process request, acceptance, and project information in line with our Privacy Policy. Where Flow-X processes personal data on a client's behalf, the applicable Data Processing Agreement and SOW govern that processing. We retain reasonable records of the request, accepted scope, and project communications to administer the engagement and resolve concerns.
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