FLOWLITH
Refund Policy
Iris AI Operations Platform — Legal Document
Effective Date: March 12, 2026 | Last Updated: March 12, 2026
1. Overview and Purpose
This Refund Policy ("Policy") governs all payment and refund matters relating to Flowlith's IRIS AI platform and associated services. By making any payment to Flowlith, you confirm that you have read, understood, and accepted this Policy in full. This Policy forms an integral part of Flowlith's Terms and Conditions.
PLEASE READ CAREFULLY BEFORE MAKING ANY PAYMENT. FLOWLITH'S SERVICES INVOLVE SUBSTANTIAL DEDICATED HUMAN EFFORT, CUSTOM ENGINEERING, AND INFRASTRUCTURE INVESTMENT. REFUNDS ARE STRICTLY LIMITED AS SET OUT BELOW.
2. Fee Structure Summary
Flowlith charges fees under three distinct categories. Each has its own specific refund treatment:
3. Installation Fee — Absolutely Non-Refundable
THE INSTALLATION FEE IS NON-REFUNDABLE IN FULL, AT ALL TIMES, UNDER ALL CIRCUMSTANCES — WHETHER THE CLIENT TERMINATES BEFORE OR AFTER ONE YEAR, FOR ANY REASON OR NO REASON. THERE ARE NO EXCEPTIONS TO THIS RULE.
3.1 Why the Installation Fee is Non-Refundable
The Installation Fee directly compensates Flowlith for: dedicated solution architects and implementation engineers; custom workflow discovery and mapping; bespoke conversation architecture and dialogue design; CRM and third-party system integration work; quality assurance and go-live support. These resources are committed and consumed upon commencement of work and cannot be recovered once deployed.
3.2 Applies Regardless of Termination Timing
The non-refundable nature of the Installation Fee applies regardless of when the Client terminates — whether during implementation, after go-live, before 1 year, or after 1 year. No portion of the Installation Fee (neither the 50% upfront tranche nor the 50% completion tranche) will be refunded at any time.
3.3 Pre-Commencement Window
If a Client cancels in writing within forty-eight (48) hours of signing the SOW, AND Flowlith has not yet allocated internal resources or commenced any preparatory work, Flowlith may at its sole and absolute discretion consider returning the first tranche. This is a discretionary consideration only and does not constitute any obligation, right, or entitlement to a refund.
4. Monthly Subscription Fee — Non-Refundable
ALL MONTHLY SUBSCRIPTION FEES ARE NON-REFUNDABLE ONCE CHARGED, WITHOUT EXCEPTION.
Flowlith does not issue refunds for monthly Subscription Fees for any reason, including but not limited to:
When a Client serves a 30-day termination notice, they continue to have full access to the Services and will be billed normally during the notice period. No refund will be issued for the notice period billing.
5. Usage and Overage Fees — Non-Refundable After Execution
Usage and overage fees represent actual telephony minutes, computational resources, and third-party infrastructure consumed on the Client's behalf. These fees are non-refundable once the associated calls or workflows have been executed.
5.1 Billing Dispute Process
If a Client believes a Usage Fee was charged in error due to a Flowlith system fault, they must: (a) raise the dispute in writing to legal@flowlith.com within fifteen (15) days of the invoice date; (b) specify the invoice number, call/workflow references in dispute, and the basis for the dispute. Flowlith will investigate and, if the error is substantiated as solely attributable to Flowlith's system, issue a credit note for the verified disputed amount only. No cash refunds will be issued; credits will be applied to the next invoice.
6. No Penalty for Early Termination
Flowlith does not charge any early termination penalty or exit fee. A Client may cancel their Subscription at any time by providing thirty (30) days' written notice to legal@flowlith.com, without incurring any penalty fee. However, this does not entitle the Client to any refund of fees already paid, including the Installation Fee.
7. Exceptions — Flowlith Service Failure
Notwithstanding the above, if Flowlith: (a) fails to complete agreed implementation milestones through no fault of the Client; or (b) experiences a total platform outage exceeding seventy-two (72) continuous hours due solely to Flowlith's infrastructure fault; then the parties shall negotiate in good faith a proportionate remedy, which may include service credits, extended subscription access, or partial fee adjustment, as mutually agreed in writing.
Any remedy under this Section is the Client's sole and exclusive remedy for service failure. It does not entitle the Client to a full refund of fees paid, nor does it affect the non-refundable nature of the Installation Fee.
8. Chargeback and Payment Dispute Policy
The Client agrees not to initiate any chargeback, payment reversal, or dispute with their payment provider (including Stripe, Razorpay, or PayPal) without first: (a) notifying Flowlith in writing at legal@flowlith.com; and (b) allowing Flowlith a minimum of fifteen (15) business days to investigate and respond.
Initiating an unjustified chargeback constitutes a material breach of these Terms and may result in: immediate suspension or termination of Services; recovery of all chargeback-related fees, bank penalties, and administrative costs from the Client; legal proceedings to recover outstanding amounts. Flowlith maintains detailed usage and billing logs that will be used as evidence in any chargeback dispute.
9. How to Request a Refund or Raise a Billing Dispute
To raise any refund request or billing dispute, submit a written request to legal@flowlith.com including:
Flowlith will acknowledge your request within three (3) business days and provide a final resolution within fifteen (15) business days. Flowlith's decision on refund requests is final, subject only to your statutory rights under applicable consumer protection law.
10. Consumer Protection Rights
Nothing in this Policy is intended to exclude, restrict, or modify any statutory rights you may have under the Consumer Protection Act, 2019 (India) or any equivalent applicable consumer protection legislation. Individual consumers' statutory rights remain unaffected by this Policy. Consumers who believe they have experienced a deficiency in service may approach the appropriate Consumer Disputes Redressal Commission after exhausting Flowlith's internal dispute resolution process.
11. Currency and Refund Processing
All fees are charged in the currency specified in the applicable invoice (default: Indian Rupees for domestic clients; as agreed for international clients). Any approved refund or credit will be processed in the original billing currency to the original payment method within ten (10) business days of approval. Flowlith is not responsible for exchange rate variations or transaction fees charged by the Client's bank or payment provider.
12. Policy Updates
Flowlith may update this Refund Policy at any time with at least thirty (30) days' notice to active Clients via email. Purchases made prior to any policy change are governed by the Policy in effect at the time of payment. Continued use of the Services after the updated Policy takes effect constitutes acceptance.
Contact: For all refund and billing queries: legal@flowlith.com | support@flowlith.com | www.flowlith.com