Refund & Cancellation Policy

1. Subscription Cancellation

How to Cancel

• Log in → Settings → Billing → Cancel Subscription
• Or email billing@kudiflow.online from your registered email

Effect of Cancellation

• Access continues until the end of the current billing period
• No further charges after cancellation
• At period end: auto-downgrades to Free plan (100 txns/mo limit)
• Data retained per our Retention Policy (export anytime before downgrade)

Reactivation

Reactivate anytime from Settings → Billing. Previous data restored.

2. Refund Eligibility

Subscription fees are generally non-refundable for partial months. Exceptions:

• Service unavailability: If core Service (ledger, dashboard, USSD) is down for more than 48 cumulative hours in a billing month due to our fault (not MNO/payment processor outages). Pro-rata refund for affected days.
• Billing error: Duplicate charge, wrong plan charged, charge after valid cancellation. Full refund of erroneous amount.
• Ghanaian consumer law: Where the Consumer Protection Act 2019 (Act 1043) or Data Protection Act 2012 (Act 843) mandates a refund, we comply.
• Unauthorized charge: If you prove the charge was made without your consent (e.g., compromised account). Report within 30 days.

Not eligible: Change of mind, unused features, forgot to cancel, business closure, MNO/payment processor downtime, AI accuracy issues.

3. MoMo Transaction Disputes

This covers payment collections/payouts via the payment processor (separate from subscription fees).

Customer Disputes a Collection

• Customer contacts the payment processor/MNO within 30 days (per payment processor dispute window)
• We notify you and provide transaction evidence (receipt, customer confirmation)
• Outcome determined by the payment processor/MNO per their rules
• We do not control or guarantee dispute outcomes

Payout Issues (Supplier/Worker)

• Wrong recipient: Contact support immediately. We'll attempt recall via the payment processor. Success not guaranteed.
• Failed payout: Auto-refunded to your KudiFlow balance within 24h (payment processor policy)
• Delayed payout: Check payment processor status page. MNO delays typically resolve within hours.

Processing Fees

Fees (~1–1.5% per collection) are non-refundable once transaction settles.

4. Free Trials

• 14-day trial on Growth/Business plans. No credit card required.
• Full feature access during trial.
• Trial ends → auto-downgrade to Free. No charge.
• One trial per business. Subsequent signups by same entity ineligible.
• If you upgrade during trial, trial ends and paid subscription starts immediately.

5. Refund Process

How to Request

• Email billing@kudiflow.online with subject: "Refund Request – [Account Phone]"
• Include: reason, dates, transaction IDs (if MoMo), screenshots

Timeline

• Acknowledgment: within 2 business days
• Investigation: up to 10 business days
• Decision + refund (if approved): within 5 business days
• Refund method: original payment method (MoMo wallet or card via the payment processor)

Appeals

If denied, reply to the decision email within 14 days for senior review. Final decision within 10 business days.

6. Contact