01Overview
This Refunds and Cancellations Policy (the "Policy") explains when and how refunds are issued for the FailSafe platform and related services provided by OptiFlow Labs LLC ("OptiFlow Labs," "we," "us," or "our"). This Policy is incorporated by reference into the Terms of Service, and capitalized terms used here have the meanings given in the Terms.
This Policy applies to all customers who purchase services directly from OptiFlow Labs through the FailSafe Portal. Customers who engage with FailSafe through a Channel Partner should refer to the agreement between them and that Partner for refund and cancellation terms.
02Monthly Subscription Refunds
All FailSafe Subscriptions, including those billed monthly, run on a 12 month term. Monthly Subscriptions pay one twelfth of the annual price each month for the duration of the term and renew automatically for another 12 month term unless cancelled before the end of the current term.
Fees already paid for the current term are not refunded as a matter of course, and a Subscription generally cannot be cancelled mid term. We understand that circumstances change. If you need to discuss an early termination, contact billing@optiflowlabs.ai and we will review the request on a case by case basis at our discretion.
To cancel at the end of your current term, contact billing@optiflowlabs.ai from the email address on your account at any time before the renewal date. We will confirm the cancellation in writing and stop future renewals.
03Annual Subscription Refunds
Annual Subscriptions are paid in full at the start of the 12 month term and renew automatically on each anniversary unless cancelled before the renewal date. Annual rates are offered at a discount relative to the equivalent monthly rate, framed as one free month included.
Cancelling an annual Subscription mid term
Annual Subscriptions are a 12 month commitment. Fees paid at the start of the term are not refunded as a matter of course, and a Subscription generally cannot be cancelled mid term. If you need to discuss an early termination, contact billing@optiflowlabs.ai and we will review the request on a case by case basis at our discretion.
Cancelling at the end of the term
To prevent automatic renewal, contact billing@optiflowlabs.ai from the email address on your account at any time before the renewal date. We will confirm the cancellation in writing and stop future renewals. You retain access to the Service through the end of the paid term.
Switching between annual and monthly billing
You may switch from annual to monthly billing or vice versa through your account settings or by contacting billing. The switch takes effect at the end of your current 12 month term. No partial term refund is issued when switching, since the current term completes in full before the change takes effect.
04How to Cancel or Request a Refund
To cancel a Subscription at the end of its current 12 month term, send an email to billing@optiflowlabs.ai from the email address on your account at any time before the renewal date. Include your account name and the Subscription you want to cancel. We will confirm the cancellation in writing within two business days and stop future renewals.
To request an early termination or a refund of fees already paid, send a request to the same address with a brief explanation of the circumstances. Mid term refunds are not issued as a matter of course, but we will review every request in good faith on a case by case basis at our discretion. We will respond within two business days.
05Refund Processing
Approved refunds are returned to the original payment method used for the purchase. Processing times depend on your card issuer or bank, and typically take between 5 and 10 business days to appear on your statement after we initiate the refund.
If your original payment method is no longer available (for example, if the card has been cancelled or the bank account closed), please contact billing@optiflowlabs.ai so we can arrange an alternative refund method.
06Disputed Charges
If you believe a charge on your account is incorrect, please contact OptiFlow Labs in writing within 30 days of the invoice date as described in Section 04 of the Terms of Service. We will investigate and respond within 10 business days. Charges not disputed in writing within that 30 day window are deemed accepted.
Initiating a chargeback through your card issuer or bank without first contacting OptiFlow Labs may result in immediate suspension of your account while the dispute is reviewed. We strongly prefer to resolve billing questions directly.
07Termination by OptiFlow Labs
If OptiFlow Labs terminates your Subscription for cause as described in Section 12 of the Terms of Service (for example, for material breach or violation of the Acceptable Use policy), no refund is issued for the unused portion of the current term. If OptiFlow Labs terminates your Subscription without cause or discontinues the Service entirely, you will receive a prorated refund for the unused portion of the current term.
08Statutory Rights
Nothing in this Policy limits any non waivable rights you have under applicable consumer protection law. If you are entitled to a refund or remedy under such law that is greater than what this Policy provides, that statutory right applies.
OptiFlow Labs LLC is a California limited liability company, and this Policy is governed by the laws of the State of California, consistent with Section 16 of the Terms of Service.
09Modifications to This Policy
We may update this Policy from time to time. When we make material changes, we will provide at least 30 days advance notice by email to your account contact or by posting a prominent notice on the Service. Updates apply prospectively to Subscription renewals taking effect after the notice period.
For Subscriptions already in their current term at the time of an update, the version of this Policy in effect at the start of that term continues to apply through the end of that term.
10Contact
For all refund requests, cancellations, and billing questions, please use the contact information below.