Refund & Cancellation Policy

Effective date: 5 July 2026

This policy explains how cancellations, renewals and refunds work for Flowstate Atlas. It forms part of our Terms of Service.

1. In short

You can cancel any time and keep access until the end of the period you've paid for. Subscription fees are not refunded for time already paid, and AI credit purchases are non-refundable. There's no lock-in — when you cancel, your plan simply doesn't renew. Consultations and Custom Builds have their own rules (Section 5): consultation fees are earned when the session is delivered, build deposits become non-refundable once work starts, and instead of refunds, builds carry written acceptance criteria, free defect fixes, and a 30-day warranty.

2. Cancelling your plan

You can cancel your paid plan (Pro or Max) at any time from Account → Billing. When you cancel:

Your subscription stops renewing — you won't be charged again.
You keep your plan's full access until the end of your current billing period.
After that date, your account moves to the free tier.

You can reactivate before the period ends to resume your plan, or start a new plan at any time.

3. Refunds on subscriptions

Because you keep access for the full period you've paid for, we do not provide pro-rata or cash refunds for the unused part of a billing period after a renewal. Cancelling stops future charges; it does not refund the current period.

4. AI credits

Plan credit included with your subscription is granted each billing period and any unused amount expires at the end of that period.
Top-up credit you purchase separately is non-refundable, but it does not expire while your account is open.

5. Consultations, Custom Builds and Custom Care

These services are delivered by people, so they work differently from subscriptions:

Scoping consultations. You may reschedule or cancel a booked consultation free of charge up to 24 hours before it starts, and we'll refund any pre-payment. Once the consultation has been delivered, the fee is earned and non-refundable — but where stated at booking, it is credited in full toward a build that proceeds within the stated period.
Build deposits. The deposit on a Custom Build is payable before work starts. If you cancel before work has started, we refund the deposit in full. Once work has started, the deposit is non-refundable; if you cancel mid-build, you pay for the work done to date (at the rate basis in your Build Brief, capped at the fixed price) and we hand over whatever has been completed within the Service.
Instead of refunds, builds carry guarantees. Every build has written acceptance criteria agreed before work starts. Anything that fails those criteria is fixed free — during the build, at acceptance, and for 30 days after go-live under warranty. The balance payment is only due once you have accepted the build against those criteria.
If we cancel. If we terminate a build engagement for reasons other than your breach or non-participation, we refund the deposit less the fair value of any work already delivered and accepted.
Custom Care is a monthly add-on and works like a subscription: cancel any time, it simply doesn't renew, and no refund is made for the month already paid. If Custom Care (or your paid subscription) lapses, custom modules may be deactivated after a grace period — your data remains yours and exportable.

6. Your statutory cooling-off right

Under South Africa's Electronic Communications and Transactions Act (ECTA), consumers who buy online may in some cases cancel within 7 days. This right generally falls away once the service has started with your agreement — and access to Flowstate Atlas begins immediately when you subscribe. Where the cooling-off right does apply to you, contact us at support@flowstatesystems.co.za within 7 days and we will assess your request. This policy does not limit any rights you have under the Consumer Protection Act or other applicable law.

7. Failed payments and renewals

If a renewal payment fails, we may retry it and may suspend your paid plan's access until payment succeeds. You can update your payment method or plan in Account → Billing.

8. Price changes

If we change the price of a plan, we'll give you reasonable advance notice and the new price applies from your next renewal. You can cancel before then if you don't wish to continue.

9. Billing problems and chargebacks

If you think you've been charged in error, please contact us first at support@flowstatesystems.co.za — we'll review it quickly and put right any genuine mistake. Raising a chargeback before contacting us may lead to your account being suspended while the dispute is resolved.

10. Contact

Flowstate Systems (Pty) Ltd Johannesburg, Gauteng, South Africa Billing & refunds: support@flowstatesystems.co.za