Refund & Cancellation Policy

PrimesFlow is a monthly recurring subscription service operated by PrimesFlow Ltd. When you sign up for a paid Hobby, Pro, or Team plan, you are charged at the start of each billing cycle through Stripe, our payment processor. Your subscription automatically renews on the same calendar date each month unless you cancel before the next renewal.

After each successful payment, Stripe sends an email receipt to the billing address on file. Current plan features, limits, and pricing are published on our Pricing page. If we change subscription prices, we will notify workspace owners at least 30 days before the new price takes effect.

You can cancel your PrimesFlow subscription at any time from the billing settings inside your workspace dashboard. Navigate to Settings → Billing → Cancel Subscription and confirm the cancellation. No email, phone call, or support ticket is required.

If you prefer, you may also cancel by emailing contact@primesflow.io from the email address associated with your account. We will process the cancellation within two business days and confirm by email.

Cancellation takes effect at the end of your current paid billing period. Until that date, you retain full access to your workspace, dashboards, alert rules, and historical data. No further charges will be made after cancellation.

• Agent reporting stops. Within approximately 24 hours after the paid period ends, the PrimesFlow agent will stop transmitting new telemetry to our platform.
• Read-only dashboard. For 30 days after the end of your last paid period, your dashboard remains accessible in read-only mode so you can export telemetry, incident history, and AI-generated reports.
• Data deletion. After the 30-day read-only window, telemetry, incident history, alert logs, and AI reports are permanently deleted from production systems. Account credentials remain active so you can resubscribe in the future.
• Extended export window. If you need more than 30 days to export data, contact support before the window closes. We will make reasonable efforts to accommodate you.

We treat refunds fairly and consistently. The following table summarizes how refund requests are handled based on the reason and timing of the request.

Approved refunds are processed within 5–10 business days to the original payment method used at checkout. Stripe sends a confirmation email once the refund is issued.

New PrimesFlow accounts may be eligible for a 14-day free trial of paid features. During the trial, you have access to the full feature set of the selected plan at no charge. You may cancel anytime during the trial with no charge.

• Automatic conversion. If you do not cancel before the trial ends, your subscription automatically converts to the paid plan you selected at the then-current price listed on the Pricing page.
• Reminder email. We send a reminder email at least 3 days before the trial ends so you can decide whether to continue or cancel.
• One trial per customer. Free trials are limited to one per individual or organization. Creating multiple accounts to extend or repeat a trial violates our Acceptable Use Policy and may result in account suspension.

You can upgrade or downgrade your PrimesFlow plan at any time from the billing settings in your workspace dashboard.

• Upgrades. When you upgrade to a higher-tier plan, the change takes effect immediately. You are charged a pro-rated difference for the remainder of the current billing cycle based on the time remaining.
• Downgrades. When you downgrade to a lower-tier plan, the change takes effect at the start of the next billing cycle. No refund is issued for the current cycle.
• Server limits. If a downgrade would cause your monitored server count to exceed the new plan's limit, you will be prompted to remove servers before the downgrade can be completed.

Refunds are not issued in the following situations, except where required by applicable law:

• Requests made after the 14-day refund window for a new paid subscription.
• Failure to cancel a free trial before it converts to a paid subscription.
• Dissatisfaction with features that are documented and functioning as described.
• Account suspension or termination for violation of the Terms of Service or Acceptable Use Policy.
• Partial or unused days within a paid billing cycle, except in cases of billing errors or qualifying service outages.

To request a refund, email contact@primesflow.io from the email address associated with your PrimesFlow account. Include the following information so we can process your request quickly:

• The email address of your PrimesFlow account
• The reason for the refund request
• The date and amount of the charge you are disputing

Our billing team reviews refund requests within two business days. If approved, the refund is issued to the original payment method, and Stripe sends a confirmation email.

If you have questions about charges, invoices, plan changes, or cancellation, our billing team is here to help. We believe in transparent billing, and we will do our best to make it right.