FlowTruss Network Dataflow Analyzer (NDA) Refund Policy
This page explains how FlowTruss LLC ("FlowTruss," "we," "us") handles refund requests for NDA subscriptions and purchases. It supplements Section 5 of the Terms of Service and the refund language in any applicable Order. If there is a conflict, the Order and Terms control.
1. Eligibility Window
- You may request a refund within thirty (30) days of the initial purchase or renewal of a paid NDA subscription.
- The eligibility window applies to Individual and Enterprise plans purchased directly from FlowTruss.
- Refunds are not available for the Free Tier, as no fees are collected.
2. Requesting a Refund
Send refund requests to billing@flowtruss.com with:
- Your Order ID or invoice number.
- The email address associated with the purchase.
- A brief explanation of why you are requesting a refund (e.g., technical issue, unmet requirement, accidental renewal).
We may request logs or additional context to troubleshoot issues before issuing a refund.
3. After the 30-Day Window
Refunds requested more than 30 days after the purchase or renewal date are evaluated case-by-case. We focus on outages, material defects, or billing errors that materially prevented you from using NDA as expected.
4. Subscription Cancellations & Renewals
- You can cancel a paid subscription at any time; access continues through the end of the current term.
- To avoid renewal charges, submit cancellations before the renewal date listed on your Order or receipt.
- Partial-term refunds are not provided unless required by law or expressly stated in the Order.
5. Refund Method & Timing
- Approved refunds are returned to the original payment method.
- Most refunds are processed within seven (7) business days after approval. Processing times may vary by payment provider.
- If the original payment method is no longer valid, we will coordinate an alternative method that satisfies compliance requirements.
6. Exceptions & Special Cases
- Orders fulfilled through authorized partners or marketplaces may require working with that reseller directly.
- Repeated refund requests or abuse of the policy may result in denial of future refunds or account suspension.
- FlowTruss may decline refunds for deliberate misuse, violation of the Acceptable Use section of the Terms, or for customers who continue to use NDA after a refund is granted.
7. Need help?
Questions about this policy can be directed to billing@flowtruss.com. Support teams are also available through the channels listed on our Support page.
