REFUND & CANCELLATION POLICY

Effective Date: September 16, 2026

This Refund & Cancellation Policy is part of the Hello Flow Studio Terms of Service and applies to services purchased from Hello Flow Studio ("Hello Flow," "we," "us," or "our").

1. General Policy

Hello Flow provides customized professional design and implementation services. Because the work is custom, refund and cancellation treatment depends on which service was purchased, whether the service has begun, how much work has been completed, and whether the service has already been delivered.

Simply receiving access to materials or systems does not by itself mean a service has been fully delivered. Each service below describes what counts as beginning and delivery for that service.

Project-specific order forms, proposals, or implementation scopes may contain additional cancellation terms. If a project-specific document expressly states different cancellation terms, those terms govern that engagement.

2. Operational Blueprint Cancellations

Before substantive Blueprint production begins. Blueprint production begins when Hello Flow begins substantive analysis or design work using your completed intake, business information, and project materials. Submitting an intake, exchanging emails, or scheduling a call does not by itself begin production. If you cancel before substantive production begins, amounts paid for the Blueprint may be refunded.

After production begins but before delivery. If you cancel after substantive Blueprint production has begun but before the Blueprint is delivered, Hello Flow may retain the portion of the fee reasonably attributable to the work already completed, plus any nonrecoverable costs specifically incurred for your engagement. Any remaining unearned prepaid amount will be refunded. Project-specific terms may further define how cancellation at this stage is handled.

After Blueprint delivery. Once the completed Blueprint has been delivered, the Blueprint fee is not refundable because you change your mind, decide not to implement it, change business direction, no longer need the system, or choose not to use the work. This does not limit any remedy you may have if Hello Flow fails to deliver the agreed service.

3. The 7-Day Clarification Period Is Not a Refund Window

Every Blueprint includes a 7-day clarification period after delivery for questions, factual corrections, and clarification of anything that does not accurately reflect the agreed business context.

The clarification period is part of the Blueprint service. It is not a money-back guarantee, a redesign period, or an implementation-coaching period, and it does not extend the scope of the purchased Blueprint. Requesting a factual correction during this period does not affect any other right you have under the Terms of Service.

4. Build With Us Cancellations

Build With Us is an 8-week structured implementation-support service that begins at implementation kickoff.

Before kickoff. If you cancel Build With Us before the implementation kickoff and before the support period begins, the Build With Us fee may be refunded unless project-specific terms state otherwise.

After kickoff. Once implementation kickoff occurs, the 8-week support period begins. The Build With Us fee is generally not refundable after kickoff, because Hello Flow has reserved the support period and implementation-support capacity for you.

During Build With Us, you remain responsible for performing the hands-on technical implementation yourself or through your contractor. Not completing your own implementation work during the 8-week period does not by itself entitle you to a refund. The two structured milestone reviews take place during the 8-week support period. Unused reviews or unused support time are not automatically carried forward, converted to another service, refunded, or extended. If Hello Flow agrees to an exception, it will be documented in writing.

5. Have Us Build It Cancellations

Have Us Build It is a separately scoped technical implementation service based on a completed, approved Blueprint. The accepted implementation scope and payment terms govern the specific project.

Before implementation work begins. If you cancel before substantive implementation work begins, any amount paid for work that has not been performed is handled according to the accepted implementation scope and payment terms.

After implementation work begins. If you cancel after implementation work has begun, you remain responsible for implementation work already completed, work reasonably committed or underway at the time of cancellation, and any specifically approved nonrecoverable third-party costs. If you have prepaid more than the amount attributable to completed and committed work and applicable nonrecoverable costs, the remaining unearned amount will be refunded. The applicable implementation scope or project document may define milestone values or other cancellation calculations.

After completion and activation. Once the agreed implementation has been completed and delivered according to scope, fees for the completed implementation are not refundable because you change your mind, change business direction, later choose a different platform, or decide not to use the implemented system. Technical defects in work Hello Flow delivered are handled through the 14-day stabilization period described below rather than treated as refund requests. This does not limit any remedy you may have if Hello Flow fails to perform the agreed service.

6. Have Us Build It Stabilization Period

As described in the Terms of Service, Have Us Build It includes a 14-day stabilization period after technical activation for the implementation Hello Flow delivered. During this period, Hello Flow corrects implementation defects where its delivered build does not operate as agreed within the approved implementation scope.

Stabilization does not include new features, new workflows, redesign, expanded scope, unrelated troubleshooting, ongoing administration, continuing optimization, third-party platform changes, or client changes made after handoff unless otherwise agreed. The stabilization period is not a general refund period.

7. Client Delays or Non-Participation

If you do not respond, provide access, supply required information, complete your own implementation work, attend or use available support, or provide approvals, that does not by itself convert completed or reserved Hello Flow services into refundable services. Hello Flow will not treat work it has not performed as completed solely because you are delayed. If a client delay prevents performance, Hello Flow may pause or adjust the schedule consistent with the Terms of Service and the applicable project agreement.

8. Cancellation by Hello Flow

If Hello Flow cancels an engagement for reasons unrelated to your breach, nonpayment, unlawful conduct, or failure to provide required cooperation, Hello Flow will refund any prepaid amount attributable to services that will not be performed.

If Hello Flow ends an engagement because of your breach, nonpayment, unlawful conduct, or material failure to cooperate, amounts owed for work already completed or properly due remain governed by the Terms of Service and the project-specific agreement.

9. Third-Party Costs

Third-party software subscriptions and services you purchase directly are governed by those providers' own refund and cancellation policies. Hello Flow does not control whether third-party providers issue refunds. If Hello Flow incurs a third-party cost specifically authorized for an implementation project, treatment of that cost is governed by the implementation scope or written project agreement.

10. Payment Questions and Disputes

If you believe a charge is incorrect, or that the agreed service was not provided, please contact Hello Flow promptly so the issue can be reviewed. Most concerns can be resolved directly. In connection with a payment dispute, Hello Flow may provide relevant agreement records, scope documents, payment records, delivery records, communications, and other relevant documentation to Stripe, the card issuer, or the payment processor.

11. How to Cancel

Cancellation requests should be made in writing using the contact method published on this website or the written communication channel used for your engagement. A cancellation is effective when received, subject to work already completed, services already delivered, reserved support periods, and any project-specific cancellation provisions.

12. Relationship to the Terms of Service

This Refund & Cancellation Policy is incorporated into the Terms of Service. If an accepted order form, proposal, implementation scope, or other project-specific document expressly contains different refund or cancellation terms, those engagement-specific terms govern that project to the extent of the conflict.