Refund Policy
Last updated: 11 May 2026
1. Overview
This Refund Policy applies to all paid subscriptions to the SMFlow platform, operated by SMFlow Ltd (Company No. 17161173), 5 Brayford Square, London, E1 0SG, United Kingdom. Please read this policy together with our Terms of Service.
2. Free Trial — Evaluate Before You Pay
Starter and Pro plans include a 14-day free trial with no credit card required. The trial is your opportunity to fully evaluate the Service before any payment is taken. No payment method is required during the trial, and you will not be charged automatically at the end of the trial unless you choose to upgrade. No charge is made during the trial period, so no refund is applicable to the trial itself. At the end of the trial, a 3-day grace period applies before your account is automatically downgraded to the Free plan if no payment method has been added.
3. No Refunds After Subscription Starts
Once a paid subscription has begun (i.e. a payment has been processed for a paid plan), payments are non-refundable. This is standard practice for B2B SaaS subscriptions and reflects the fact that you have had the opportunity to fully evaluate the Service during the 14-day free trial that precedes any payment.
You may cancel your subscription at any time and will retain access to the paid features until the end of the current billing period (see Section 4). Partial-period, pro-rated, or unused-time refunds are not issued.
4. Cancellation
You can cancel your paid subscription at any time by:
- Cancelling from your account settings, or
- Emailing support@smflow.io with the subject "Cancel Subscription".
Cancellation takes effect at the end of the current billing period. You will retain access to paid features until that date. No further charges will be made after cancellation. We will acknowledge cancellation requests promptly, typically within a few business days.
5. Exceptions
Refunds may still be issued in the following limited circumstances, at our discretion or where required by law:
- A confirmed, material failure of the Service that significantly prevents use of core paid features, and which we are unable to resolve within a reasonable timeframe after being notified.
- A duplicate or otherwise erroneous charge.
- Statutory rights under applicable consumer protection law (see Section 8).
Refunds will not be issued where the Service was available and functioning, where the account is found to be in breach of our Terms of Service, for failure to use the Service during the paid period, for dissatisfaction with AI-generated responses, or for changes in your business circumstances.
We reserve the right to refuse refund requests in cases of abuse, misuse of the Service, or repeated refund claims.
6. AI-Generated Responses and Service Limitations
The Service includes AI-generated responses which may occasionally be inaccurate, incomplete, or unsuitable for a particular use. Such limitations are inherent to AI technology and do not constitute a failure of the Service for the purposes of refunds, provided that the Service itself is operational and accessible.
The availability of the Service does not guarantee uninterrupted, error-free, or perfectly accurate performance. You are responsible for reviewing AI-generated content before relying on it or forwarding it to your customers.
7. Payment Processing
Payments are processed by Stripe, our Merchant of Record. As Merchant of Record, Stripe is responsible for processing payments, sales tax/VAT, and invoicing, and may handle certain refund requests directly in accordance with their own policies. For billing or refund questions you can also contact us directly (see the contact details below). Your payment and billing data is subject to Stripe's Privacy Policy.
8. Statutory Consumer Rights
Where you purchase the Service as an individual consumer (and not as part of your trade, business, craft or profession), you may have statutory rights that apply in addition to this policy, including, in the United Kingdom, a 14-day "cooling-off" period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and equivalent rights under the EU Consumer Rights Directive.
By starting your subscription and beginning use of the Service before the end of any applicable cooling-off period, you expressly request that we begin performance of the Service immediately and acknowledge that this may result in the loss of your right to cancel during the cooling-off period. Nothing in this policy is intended to remove or limit any statutory right that cannot be excluded or restricted by law.
9. How to Contact Us About Billing
For any billing question or refund request, contact support@smflow.io with the subject line "Billing". Please include the email address associated with your SMFlow account and the date of the payment in question. We will respond promptly, typically within a few business days.
10. Changes to This Policy
We may update this Refund Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Changes do not apply retroactively to payments already made.