Refund Policy

1. What this policy covers

This policy covers paid TrueFlow subscriptions purchased from Trueflow Limited. Contact hello@gettrueflow.com for cancellations, billing questions and refund requests. It applies alongside our Terms and Conditions and the price/period disclosed at checkout. Separate enterprise contracts may specify their own voluntary refund arrangements, without reducing rights required by law.

This policy concerns payments for TrueFlow access. Client invoice records, savings-goal contributions and other amounts recorded in your workspace are not money held by TrueFlow and cannot be refunded through this subscription policy.

2. Seven-day first-subscription refund

If your first paid TrueFlow subscription is not right for you, email hello@gettrueflow.com within seven calendar days of the successful first subscription payment to request a full refund of that subscription charge. Normal use of the service during those seven days does not remove this offer. A request sent within the window remains timely even if we process it later.

The offer applies once to the first paid subscription for the subscribing customer/workspace, including a first quarterly or annual prepaid purchase if offered. It does not restart on a renewal, upgrade, a new billing cycle or repeated account creation. These voluntary limits do not restrict refunds or remedies required by law. If we refund that first payment, related paid access ends when the refund is approved/processed; export important records beforehand where your permissions allow.

3. Duplicate charges, failed activation and material service problems

Contact us promptly about a duplicate payment, a charge for a plan that was not supplied, a paid plan that failed to activate, a payment taken after an effective cancellation, or a material service failure. We will check the transaction and relevant circumstances, correct a verified error, and provide a refund or another appropriate remedy required by applicable law. These requests are not limited by the seven-day first-subscription offer.

For an unauthorised payment, contact your payment provider or bank promptly as well as us. We will cooperate with the relevant investigation. An accidental failed attempt is not a successful charge merely because a checkout page displayed an error or pending result; use the provider reference to help reconcile it.

4. Renewals and unused time

Outside the first-payment offer, we do not automatically refund a correctly disclosed and authorised renewal or unused time merely because you change your mind or stop using the service. A legally required remedy, verified billing error or material failure remains eligible for review. We do not apply a blanket “no refunds” rule.

There is no automatic prorated refund for a mid-period downgrade or cancellation unless checkout or a written agreement promises one, we approve one, or law requires it. Charges must remain clearly disclosed before purchase, including any recurring schedule.

5. Stopping future payments

To cancel future renewal, email hello@gettrueflow.com with the account/workspace and subscription or payment reference and ask for cancellation. Use a provider cancellation control if available, or contact us directly. Request it before the next renewal and obtain confirmation that recurring billing has stopped; if the next charge is close or pending, tell us immediately.

Cancellation and a refund request are distinct. Make both requests if you want both. Unless a refund ends access earlier or law requires a different outcome, cancellation stops future renewals and you retain paid access until the paid period ends. Deleting the app, closing an account or leaving a workspace does not itself cancel a provider subscription. Current quarterly/annual prepaid periods do not renew automatically unless recurring payment was separately disclosed and authorised.

6. How to request a refund

Email hello@gettrueflow.com with the subject “TrueFlow refund request”. Include the account email/WhatsApp number, workspace name, payment date, amount/currency, transaction reference and the reason for your request. We may ask for proportionate evidence or confirmation of the payer’s authority. Never send your password, verification code, full card number or bank login details.

We aim to acknowledge requests within two business days and provide a decision within seven business days after receiving the information needed to assess the request. These are service targets, not a reduction of any statutory deadline or remedy. We will explain a declined request and how to challenge the decision.

7. Approved refunds and timing

Approved refunds are normally returned to the original payment method through the original processor. We will confirm the amount and when the refund has been submitted. Flutterwave currently estimates three to fifteen business days for card refunds and twenty-four to forty-eight business hours for bank-transfer refunds. Timing depends on the payment method, bank and provider; contact us if a confirmed refund has not appeared within the applicable estimate. We cannot guarantee your bank’s processing speed.

We will not replace a refund required by law with account credit unless you choose it. We do not deduct a processing fee from the seven-day full-refund offer or a verified duplicate charge. Currency conversion by your bank or provider can affect the amount shown in your account; the refund is issued in the original charged currency where supported. We do not issue duplicate reimbursements where a provider reversal or refund has already settled the same charge.

Flutterwave refund processing guidance

8. Your legal rights and complaints

Nothing in this policy limits a cancellation, refund, compensation or other remedy you are entitled to under applicable consumer law. A voluntary deadline or offer does not override those rights. For unresolved complaints, contact hello@gettrueflow.com or the Federal Competition and Consumer Protection Commission at fccpc.gov.ng, or use another competent authority or court. You do not have to complete our internal process before exercising a statutory right.

We may update this policy with an updated date and appropriate notice. Changes will not remove rights attached to an earlier purchase or a refund request already made. Keep your receipt and the policy applicable when you paid.