The short version
- You can cancel a paid plan at any time. It stays active until the end of the period you've paid for, and nothing more is charged.
- Plan fees for a period that has already started are not refunded, except for billing mistakes and the other cases listed below.
- Duplicate or incorrect charges are refunded in full to your original payment method.
- Meta's WhatsApp message charges are billed by Meta and are covered by Meta's terms, not this policy.
This summary is here to help. The full text below is what applies.
Cancelling a plan
- How. A workspace owner can choose Cancel at period end in Settings → Usage & billing, or write to support@heloflow.com from the owner's email address.
- When it takes effect. Your plan stays active until the end of the billing period you've already paid for. After that, the workspace moves to the Free plan and you are not charged again.
- Your data. Cancelling a plan does not delete your data. To delete it, see Data Deletion.
Refunds
Plan fees are charged in advance for each billing period. Once a period has started, its fee is not refundable, except in these cases:
- Duplicate or incorrect charges. If you were charged twice, or charged an amount you didn't agree to, we refund the extra amount in full.
- Charged after cancelling. If we charged you for a new period after you had cancelled in time, we refund that charge in full.
- A serious fault on our side. If HeloFlow was unavailable for a significant part of a billing period because of a fault on our side, we will offer a pro-rata credit or refund for the time affected.
- Where the law requires it.
To ask for a refund, write to support@heloflow.com within 30 days of the charge, with your workspace name and the Razorpay payment ID or invoice number.
Upgrades and downgrades
- Upgrading takes effect as soon as the payment for the new plan succeeds.
- Downgrading takes effect from your next billing period. If your usage is above the new plan's limits, your data is kept, but some features pause until you are within the limits.
WhatsApp charges from Meta
Meta charges for WhatsApp messages separately from HeloFlow's plan fees, and bills them to the payment method on your WhatsApp Business Account. We can't refund Meta's charges. Questions about them are handled by Meta under its terms.
How refunds are paid
Approved refunds go back to the payment method you originally used, through our payment partner Razorpay. We start the refund within 5 business days of approving it. How quickly it reaches you depends on your bank or card issuer, usually 5 to 7 business days after that.
Contact
Billing questions: support@heloflow.com, Monday to Saturday, 10:00 to 19:00 IST (except public holidays). You can also reach our Grievance Officer.
Questions about this document?
Write to legal@heloflow.com or see all the ways to reach us.