Refund Policy

This policy applies to fees paid to EstateFlow for product subscriptions, implementation and data-migration services, map-digitisation, training and add-ons (extra users, messaging credits, storage). It forms part of the Terms & Conditions. Where a signed order form contains a different refund arrangement, the order form applies.

If your organisation subscribes to EstateFlow for the first time and decides within 30 days of the go-live date that it does not want to continue, tell us in writing and we will refund 100% of the subscription fees paid for the initial term.

The guarantee covers subscription fees only. Implementation services already delivered (data imported, map blocks digitised, training sessions held) are charged at the milestone rates in the order form and are not refunded. Messaging credits already consumed (WhatsApp, SMS) are not refunded.

The guarantee applies once per organisation and does not apply to renewals, plan upgrades, or subscriptions taken after a previous cancellation.

We target 99.5% availability of the hosted service each calendar month, measured on the application’s public status endpoint and excluding announced maintenance and events outside our control.

If availability in a month falls below the target, you may request a service credit for that month:

• 99.0%–99.49%: 10% of that month’s subscription fee.
• 97.0%–98.99%: 25% of that month’s subscription fee.
• Below 97.0%: 50% of that month’s subscription fee, or termination of the affected products with a pro-rated refund of prepaid fees.
• Credits are applied to the next invoice. Customers who terminate under this clause receive the amount as a refund instead.
• Requests must be made within 30 days of the end of the affected month and must identify the dates and impact.

If a feature listed in your order form is materially not working as documented and we cannot fix it within 30 days of your written report, you may cancel the affected product and receive a pro-rated refund of prepaid fees for that product from the date of the report.

This does not apply to features that depend on third-party services you have not set up (for example a WhatsApp Business API account, a payment gateway merchant account or a biometric device), to configuration choices made by your administrators, or to sample data and illustrations on the website.

One-time services are invoiced by milestone. If you cancel before a milestone is delivered, the fee for that milestone is refunded in full (or not invoiced). Delivered milestones are not refunded.

If we cancel a project or are unable to deliver a milestone for reasons within our control, we refund all fees paid for undelivered milestones and any subscription fees for products that cannot be used without them.

Data you provided for migration is deleted from our systems within 30 days of a cancelled project, unless you ask us to keep it for a later start.

Subscriptions renew automatically unless cancelled in writing at least 30 days before the renewal date (see Terms, Section 5). If a renewal is invoiced and you cancel within 14 days of the renewal date without having used the service in the new term, the renewal fee is refunded in full.

Cancelling in the middle of a committed term does not entitle you to a refund of the remaining months, except under Sections 2, 3 or 4 of this policy. Downgrading (fewer users, fewer products) takes effect at the next billing period; the difference is not refunded for the current period.

Unused user seats, storage and messaging credits are not refundable, but messaging credits carry over while the subscription is active.

Email sales@estateflow.live from an administrator or finance contact on file, with the organisation name, invoice number, the amount and the reason. We acknowledge within 2 working days and decide within 7 working days, asking for more information if needed.

Approved refunds are paid within 10 working days by bank transfer (IBFT/RTGS) to the account that made the original payment, or as a credit note if you prefer. Refunds are made in the currency of the original invoice. Bank charges levied by the receiving bank and any tax withheld by law are not reimbursed.

If you believe a decision is wrong, reply to the decision email and it is reviewed by a director within 5 working days.

Please contact us before raising a chargeback with your bank or card provider; most concerns are resolved faster directly. A chargeback raised without prior contact may result in suspension of the account until the matter is resolved. Nothing in this policy limits rights you have under applicable consumer-protection law.