Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy explains your rights regarding cancellations and refunds for GatesFlow's subscription services. This policy is part of our Terms of Service and should be read in conjunction with those terms.

We are committed to customer satisfaction, and we want you to be happy with our Services. If you have any concerns or questions about billing or refunds, please contact our support team at support@gatesflow.com.

2. Subscription Cancellation

2.1 How to Cancel

You can cancel your subscription at any time through one of the following methods:

• Self-Service: Log in to your account, go to Settings → Billing, and click "Cancel Subscription"
• Email: Send a cancellation request to support@gatesflow.com with your account email and organization name
• Support: Contact our support team through the in-app chat or help center

2.2 When Cancellation Takes Effect

• Monthly Subscriptions: Cancellation takes effect at the end of your current billing cycle. You will continue to have access to paid features until the end of the period you've already paid for.
• Annual Subscriptions: Cancellation takes effect at the end of your annual billing cycle. You will continue to have access to paid features until your annual subscription expires.
• Free Plan: You can delete your account at any time, and it will be closed immediately.

Important: Once you cancel, your subscription will not automatically renew, but you will retain access until the end of your paid period.

2.3 After Cancellation

After your subscription ends:

• Your account will be downgraded to the Free plan (if available) or deactivated
• You will lose access to paid features
• Your data will be retained for 30 days, allowing you to reactivate or export your data
• After 30 days of inactivity, your data may be permanently deleted

3. Refund Policy

3.1 General Refund Policy

All subscription fees are non-refundable except as expressly stated in this policy. When you purchase a subscription, you are charged in advance for the upcoming billing period. We do not provide refunds or credits for:

• Partial months or years of service
• Unused time on a subscription
• Downgrade to a lower-tier plan
• Months or years when your account was inactive
• Change of mind after subscribing

3.2 30-Day Money-Back Guarantee (New Customers Only)

This guarantee applies only to your first subscription payment. Subsequent renewals, upgrades, or additional subscriptions are not eligible for this money-back guarantee.

3.3 Exceptions: When We May Issue Refunds

Outside of the 30-day money-back guarantee, we may issue refunds at our sole discretion in the following circumstances:

• Billing Errors: If we made a mistake in charging your account (e.g., duplicate charges, incorrect amount)
• Service Unavailability: If the Services were unavailable for an extended period due to our fault
• Technical Issues: If a critical bug prevented you from using core functionality and we were unable to resolve it promptly
• Unauthorized Charges: If your payment method was used without your authorization (subject to verification)
• Legal Requirements: If required by applicable consumer protection laws in your jurisdiction

To request a refund under these circumstances, contact support@gatesflow.com with a detailed explanation and any supporting documentation.

3.4 Refunds NOT Provided For

We do not provide refunds in the following situations:

• You didn't use the Services during your subscription period
• You changed your mind after the 30-day guarantee period
• You forgot to cancel before your renewal date
• You violated our Terms of Service or Acceptable Use Policy
• You're dissatisfied with features that were clearly described in our documentation
• Your organization decided to switch to a different solution
• You exceeded your usage limits and were charged overage fees
• You experienced technical issues that were resolved within a reasonable timeframe

4. Free Trials

4.1 Trial Period

We may offer free trials for certain subscription plans. Free trial eligibility, duration, and features are determined at the time of sign-up and may vary.

4.2 Trial Cancellation

You can cancel your free trial at any time before it ends, and you will not be charged. If you do not cancel before the trial period expires, your payment method will be automatically charged for the subscription at the regular rate.

4.3 Trial Limitations

• Free trials are typically limited to one per customer or organization
• We reserve the right to determine trial eligibility
• Trial periods cannot be extended or restarted
• Some features may be limited during the trial period

5. Subscription Changes

5.1 Upgrades

You can upgrade to a higher-tier plan at any time. When you upgrade:

• The upgrade takes effect immediately
• You will be charged a prorated amount for the remainder of your current billing cycle
• Your next renewal will be at the new plan rate
• No refunds or credits are provided for the difference between plans

5.2 Downgrades

You can downgrade to a lower-tier plan at any time. When you downgrade:

• The downgrade takes effect at the end of your current billing cycle
• You will continue to have access to your current plan features until the end of the paid period
• No refunds or credits are issued for the difference in plan cost
• Features may be limited according to your new plan's restrictions

5.3 Switching Billing Cycles

You can switch between monthly and annual billing:

• Monthly to Annual: Takes effect immediately with a prorated charge for the current month, followed by annual billing
• Annual to Monthly: Takes effect at the end of your annual billing cycle
• No refunds are provided when switching billing cycles

6. Payment Disputes and Chargebacks

6.1 Contact Us First

If you have a billing concern or dispute, please contact us at support@gatesflow.com before filing a chargeback with your bank or credit card company. We are committed to resolving billing issues quickly and fairly.

6.2 Chargeback Consequences

If you file a chargeback or payment dispute with your bank without contacting us first:

• Your account will be immediately suspended pending resolution
• We may terminate your account if the chargeback is upheld
• You may lose access to your data
• You may be responsible for chargeback fees and administrative costs
• Future subscriptions may be denied

6.3 Fraudulent Chargebacks

Initiating a fraudulent chargeback constitutes a violation of our Terms of Service and may result in:

• Immediate termination of your account
• Legal action to recover damages
• Reporting to relevant authorities
• Permanent ban from using our Services

7. How to Request a Refund

If you believe you are eligible for a refund under this policy, please follow these steps:

Please note that we reserve the right to request additional information or documentation to process your refund request.

8. Refund Processing

8.1 Processing Time

Once a refund is approved:

• Refunds are processed within 7-10 business days
• Refunds are issued to the original payment method used for the purchase
• It may take an additional 5-10 business days for the refund to appear in your account, depending on your financial institution

8.2 Partial Refunds

In certain circumstances, we may issue partial refunds:

• Prorated refunds for service outages or technical issues
• Refunds adjusted for services already consumed
• Refunds minus any applicable fees or charges

8.3 Account Status After Refund

If you receive a refund:

• Your paid subscription will be immediately cancelled
• You will lose access to paid features
• Your account may be downgraded to the Free plan or closed
• You will have 30 days to export your data before it is deleted

9. Special Circumstances

9.1 Annual Subscriptions

Annual subscriptions receive a discounted rate compared to monthly billing. Due to this discount:

• Annual subscriptions are non-refundable after the 30-day money-back guarantee period
• If you cancel an annual subscription, you will retain access until the end of your annual term
• No prorated refunds are provided for unused months

9.2 Enterprise Plans

Enterprise plan customers may have custom refund and cancellation terms outlined in their service agreement. Please refer to your contract or contact your account manager for details.

9.3 Account Suspension or Termination

If your account is suspended or terminated for violating our Terms of Service or Acceptable Use Policy:

• No refunds will be provided
• You will lose access to your account and data immediately
• Any prepaid fees are forfeited

10. Consumer Rights

This policy does not affect any statutory rights you may have under applicable consumer protection laws in your jurisdiction. Some regions provide additional consumer protections that may override certain provisions of this policy.

For EU/EEA/UK Customers: You have the right to withdraw from your purchase within 14 days under the EU Consumer Rights Directive. However, by using the Services during this period, you acknowledge that you forfeit this right of withdrawal.

For Australian Customers: Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your contract and receive a refund.

11. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. Changes will be effective immediately upon posting to our website. We will notify you of material changes via email or through the Services. Your continued use of the Services after changes take effect constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Refund and Cancellation Policy or need assistance with billing: