PizzaFlow Refund Policy

1.Why this policy exists#

We do not offer a free trial. A free account cannot make a call, because a call costs us real money the moment it connects. Instead we offer a money-back window on your first subscription, so you can try the real product with real calls and still get your money back if it is not for you.

2.The money-back window#

2.1If you are a new customer, you may ask for a full refund of your first subscription payment within 14 days. [C1]#

2.2The 14 days start on the day your shop goes live, meaning the day we activate it and give you its phone number. Not the day you paid. [C2]#

The reason is simple. We approve every shop by hand and we do not promise how long that takes, so if the clock started at payment you would lose part of your trial sitting in our queue with nothing to try. Your first paid month starts on the same day, for the same reason.

2.3This applies once per business. It does not apply to a second account opened by the same business, and it does not apply to renewals. If your account holds several shops, it is one window for the account, not one per branch.#

2.4We may decline a refund where we reasonably believe the account was used to abuse the service, to run up call volume with no genuine intention of continuing, or where the Terms of Service were broken.#

3.How to ask for a refund#

1. Email support@pizzaflow.ioL6 from the email address on the account.
2. Put “Refund request” in the subject.
3. Tell us the business name on the account. You do not have to tell us why, though it helps us improve.
4. We will confirm within 2 working days. [C14]
5. If approved, we refund to the original payment method through Stripe.

4.What is not refundable#

4.1Overage charges are never refundable. If your callers went past your included calls, the assistant answered those calls, our providers charged us for them, and that money is gone. Overage is charged automatically with your next monthly payment and it is shown as its own line, so it is always clear what it is. Your panel shows the running total as it happens and warns you at 80 percent and again at 100 percent of your allowance, and you can set your own monthly ceiling so it can never run past a number you chose. If you dispute the count, tell us and we will go through the call records with you, but a correct count is not refunded.#

4.2Renewal payments are not automatically refundable. The money-back window covers your first payment only. After that, cancelling stops the next charge; it does not undo the last one.#

4.3Partial months are not refunded. If you cancel halfway through a paid period, you keep the service to the end of that period and there is no pro-rata refund.#

4.4Third-party costs are not refunded, including any porting fee, any carrier registration fee, or any bespoke work we agreed and did.#

4.5A period you used fully is not refunded because you later stopped needing the service.#

5.Cancelling is not the same as a refund#

6.What happens to your phone number#

6.1When we refund your first subscription, your shop is deactivated. Your phone number is not released. We do not release a number automatically, ever, for anybody.#

6.2It stays assigned to you until you tell us to release it, or until you move it to another carrier. If you ask us to release it, it goes back to the carrier and may be given to somebody else, and we cannot get it back.#

6.3If you have printed the number, or put it on signs, a menu or a vehicle, that is exactly why we do not release it for you.#

6.4If you want to move the number somewhere else, ask us and we will help. We do not charge for that work. Section 11 of the Terms of Service covers it. The simplest option for most shops is the one in clause 11.5: keep the number you already had with your own carrier and forward it to us, so there is nothing to move back.#

7.Downgrades and upgrades#

7.1If you upgrade mid-period, we charge the difference for the rest of the period.#

7.2If you downgrade, the lower price starts at your next renewal. We do not refund the difference for the current period.#

8.How long a refund takes#

8.1We confirm a refund within 2 working days and pay it within 10. [C14] It goes back through Stripe.#

8.2Your bank or card issuer then takes its own time on top of that, usually a few more days. That part is out of our hands.#

8.3The refund goes back to the card or account that paid. We cannot send it somewhere else.#

9.Chargebacks#

9.1If you think a charge is wrong, please talk to us first. We would rather fix it than argue with a card network.#

9.2If you raise a chargeback without contacting us, we may suspend the account while the dispute is open, and we may refuse to serve that business in future.#

10.Statutory rights#

Nothing here removes any right you have by law that cannot be removed by agreement.

11.Contact#

Write to support@pizzaflow.ioL6.