Refund & Return Policy

Billflow provides professional marketing services rather than physical products, so this policy explains how refunds, cancellations, and returns work for service-based engagements. It applies to all services purchased through billflow.com or under a signed proposal or Order Form.

1. Overview

Because our services involve time, labor, and third-party costs (such as ad platform fees) that begin as soon as work starts, refund eligibility depends on the type of engagement and how much work has already been performed. Specific terms for your engagement are set out in your Order Form; where this policy and an Order Form conflict, the Order Form controls.

2. Retainers & Refund Eligibility

For monthly retainer services:

• Refund requests must be submitted in writing within 7 days of the applicable payment date.
• If work has already begun for that billing period, we will refund the unused, pro-rated portion of fees for work not yet performed.
• Fees for completed work, strategy, or deliverables already provided during that period are non-refundable.

3. Non-Refundable Items

The following are not eligible for a refund under any circumstances:

• Third-party advertising spend already paid to ad platforms (such as search or social networks) on the client's behalf;
• Setup, onboarding, or audit fees once the corresponding work has been delivered;
• Software, tool, or licensing costs incurred on the client's behalf;
• Any portion of a retainer for a period in which services were fully delivered.

4. Cancellations

Clients may cancel an ongoing retainer at any time by providing written notice in accordance with the notice period in their Order Form (or 30 days, if none is specified). The current billing period will be completed and invoiced as normal; no further retainer fees will be charged after the engagement ends.

5. One-Time Projects

For fixed-scope, one-time projects (for example, a website build, a campaign launch, or a content package):

• Deposits are non-refundable once work has commenced, as they secure scheduling and cover initial planning work;
• If a project is cancelled before any work has begun, deposits will be refunded in full;
• If a project is cancelled mid-way, the client will be invoiced for work completed to date, and any remaining balance already paid beyond that amount will be refunded.

6. Deliverables & "Returns"

As a services business, Billflow does not sell physical goods, so traditional product returns do not apply. Where a deliverable (such as a document, design file, or piece of content) does not match the agreed scope in an Order Form, clients may request revisions within the revision window stated in that Order Form at no additional cost, rather than a refund.

7. How to Request a Refund

To request a refund, email support@billflow.com with your name, company, invoice or payment date, and the reason for your request. We will review eligible requests and respond within 10 business days.

8. Dispute Resolution

If you disagree with a refund decision, contact us first so we can work toward a resolution directly. If we are unable to resolve the issue informally, any dispute will be handled in accordance with the governing law and dispute provisions set out in our Terms of Service.

9. Contact Us

Questions about this policy can be directed to:

• Billflow
• 126 Timberhaven Dr, Lewisburg, PA 17837
• Phone: +1 (661) 531-7758
• Email: support@billflow.com