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Refund Policy

Last updated: April 12, 2026

1. Overview

Commerceflo is committed to transparent, fair billing practices. We want every merchant on our platform to succeed — and if Commerceflo isn't the right fit for your business, we make it straightforward to part ways.

This Refund Policy explains when refunds are available, how to request them, and what to expect from our billing team. Refund eligibility differs depending on whether you are on a monthly subscription, an annual subscription, or have purchased add-ons or professional services.

For information about cancelling your subscription, see our Cancellation Policy.

2. Free Trial Period

All new Commerceflo accounts receive a 14-day free trial with full access to Growth-tier features.

  • No credit card is required to start your free trial.
  • You will never be charged during or at the end of the trial period unless you explicitly select and activate a paid subscription plan.
  • If you do not choose a plan before your trial expires, your account automatically converts to the free tier — not a paid plan. There is nothing to cancel and no refund is needed.

3. Monthly Subscriptions

Monthly plans offer maximum flexibility with no long-term commitment.

  • Cancel anytime — no penalties, cancellation fees, or long-term obligations.
  • Cancellation takes effect at the end of your current billing cycle. You retain full platform access until that date.
  • No refunds for partial months. Monthly subscription fees are charged in advance for the full billing cycle and are non-refundable once the cycle has begun.

Example: If your billing cycle runs from the 1st to the 31st and you cancel on the 10th, you retain full access through the 31st and will not be billed again. No refund is issued for the 21 remaining days of the current cycle.

4. Annual Subscriptions

Annual plans are billed upfront for the full 12-month period at approximately 30% savings compared to monthly pricing.

  • You may cancel your annual plan at any time from your account settings. Service continues through the end of the prepaid annual period.
  • No prorated refunds are issued for remaining months on annual plans after the 30-day exception window described below.

30-Day Refund Exception (Annual Plans Only)

If you subscribed to an annual plan and wish to cancel, you may request a full refund within the first 30 days of your initial annual subscription purchase, subject to the following condition:

  • Any AI credits consumed beyond the free trial allocation will be deducted from the refund at the standard rate of $10 per 1,000 credits.

This 30-day exception applies only to your first annual subscription with Commerceflo. Renewals and subsequent annual subscriptions are non-refundable.

To request a refund under this exception, email billing@commerceflo.ai with your account email and company name within 30 days of your annual subscription start date.

5. Plan Changes

You may upgrade or downgrade your plan at any time from your account settings.

  • Upgrades take effect immediately. You will be charged a prorated amount for the remainder of your current billing cycle at the higher plan rate, and then billed at the new rate on your next billing date.
  • Downgrades take effect at the start of your next billing cycle. You retain your current plan's features through the end of the period you have already paid for.
  • No refund is issued for the price difference on a downgrade. You simply pay less starting with your next billing cycle.

6. Add-On Refunds

Commerceflo add-ons — including extra channels ($29/month), additional POS locations ($39/month), and Premium Support ($199/month) — are billed monthly and can be removed at any time.

  • Add-on removal takes effect at the end of the current billing cycle. No refunds for partial months on add-ons already paid.
  • AI Credit packs ($10 per 1,000 credits) are non-refundable once purchased. Credits are delivered to your account immediately upon purchase and may be used at any time within your subscription period.

7. Guided Onboarding

Commerceflo's Guided Onboarding service (starting at $999, one-time fee) involves dedicated time from our onboarding team and is subject to the following policy:

  • Before onboarding begins: A full refund may be requested within 14 days of purchase, provided onboarding sessions have not yet commenced.
  • Once onboarding has begun: The fee is non-refundable. Onboarding is considered to have begun upon your first scheduled onboarding session or upon delivery of any onboarding materials, whichever comes first.

8. Service Outages & Credits

If Commerceflo experiences a service outage that exceeds our committed SLA thresholds (99.9% monthly uptime for Scale and Enterprise tiers), affected customers may be eligible for service credits applied to future billing.

  • Service credits are not issued as cash refunds — they are applied as a credit to your Commerceflo account and deducted from a future invoice.
  • To request a service credit, email support@commerceflo.ai with the affected dates, a description of the impact, and your account details. Requests must be submitted within 30 days of the outage.
  • Outages caused by scheduled maintenance, force majeure events, or third-party platform failures (such as marketplace API outages) are not eligible for service credits.

9. How to Request a Refund

To submit a refund request, contact our billing team:

  • Email: billing@commerceflo.ai
  • Include in your request:
    • Your account email address
    • Your company name
    • The reason for your refund request
    • The subscription or purchase you are requesting a refund for

Refund requests are reviewed within 5 business days. If approved, the refund will be processed to the original payment method within 10 business days. Processing times may vary depending on your bank or card issuer.

10. Chargebacks

We strongly encourage merchants to contact us directly before initiating a chargeback or payment dispute with their bank or card issuer. Our billing team is committed to resolving disputes fairly and quickly.

  • Email billing@commerceflo.ai and we will work in good faith to resolve any billing concern.
  • Accounts associated with fraudulent chargebacks may be suspended or permanently terminated in accordance with our Terms of Service.

11. Contact

For billing questions or refund requests, please reach out to our team: