FlowAi Refund and Cancellation Policy
Version: 2026-09-30-draft · Last updated: September 30, 2026
Part of the FlowAi Terms of Service. Prices are in Canadian dollars (CAD).
This policy is written to meet the Ontario Consumer Protection Act, 2002 rules for online (internet) agreements and subscriptions that renew automatically. The Consumer Protection Act, 2023 has received Royal Assent but is not in force as of this version; when it comes into force we will update this policy to match it.
1. What you are buying, and what we tell you first
Before you pay, the checkout page shows you (in plain view, not only in a link):
- the plan and what it includes, and the gauge count you are buying;
- the price in CAD, the billing period (monthly or yearly), and the total you will be charged now, including taxes where we collect them;
- that the subscription renews automatically at that price until you cancel, the date of the next renewal, and how the price can change (section 6);
- how to cancel, and a link to this policy;
- our business name, address and contact email.
You must click a clearly marked button ("Subscribe" or "Pay") after seeing this, and you can go back and fix mistakes before you do.
After you buy, we email you a copy of the agreement (the order details, this policy and the Terms version you accepted, as a link or attachment) and a receipt right away and in any event within 7 days. Keep it for your records. If you don't receive it, contact us and we'll resend it.
2. Plans and billing basics
Free period. Nothing is charged before July 1, 2027. Until then Pro is free for every signed-in account and Commercial is free for approved organisations. Free access is not a trial and never turns into a paid subscription by itself: it ends on July 1, 2027 (Pro drops to Free, an organisation drops to Free), and you are charged only if you choose a paid plan and confirm the price at checkout. This policy applies to paid plans from July 1, 2027. The prices below are the prices from that date.
Prices will be set based on adoption during the free trial, which runs through the 2027 freshet, and published before the free period ends.
- Pro: includes 3 unlocked gauges; extra gauges can be added. Pro is sold annually only. A 14-day trial needs a card and is offered only to accounts created on or after July 1, 2027 (accounts that had free Pro during the free period do not get one); unless you cancel before the trial ends, the first yearly charge is taken when it ends, and we email you before that.
- Commercial: billed per organisation and per unlocked gauge.
- Data Integration package (Commercial organisations; sold from summer 2027; free testing access on request during the free period): billed annually, by invoice or EFT. It follows the yearly plan rules in this policy, and it has no per-gauge quantity.
- Data Integration package and custom contracts: by contract, under a Data Integration Agreement. That agreement's own terms on payment and cancellation apply (section 8).
- One subscription per customer, with the number of gauges as a quantity.
- Monthly plans have no mid-month charges. Gauges you add are billed from your next renewal.
- Yearly Pro charge a gauge you add for the time left in the year (section 3).
- No day passes.
3. Adding, removing and swapping gauges
- Add a gauge on a monthly plan: it unlocks right away and is charged from your next renewal (nothing extra now).
- Add a gauge on a yearly plan: it unlocks right away and is charged now for its share of the yearly price for the time left until your renewal. From the renewal it is billed with the rest of your plan. Checkout shows the amount before you confirm.
- Remove a gauge: takes effect at your next renewal. You keep it until then, and pay nothing extra.
- Swap one unlocked gauge for another: free, once per week. A swap is not a refund and does not change your bill.
- Deleting or recreating a river never changes your bill.
4. Cancelling
- How: in your account, choose Cancel subscription (or use the billing portal link in any receipt). It takes effect without our help. You can also email [email protected]; we cancel it within 1 business day, and the cancellation counts from the day you emailed.
- When it ends: you keep everything you paid for until the end of the current billing period. Then the plan ends and your account drops to Free. We don't charge you again.
- After cancelling: your Free account, full observation history, basin weather, favourites and observed-level alerts remain. You can re-subscribe later. You can also delete your account (section 7 of the Terms and the Privacy Policy).
- We don't make cancelling harder than signing up: no phone-only cancellation, no retention forms, no fees.
5. Refunds
Because forecasts are delivered immediately and cost us the same to run whether or not you use them, we do not refund part of a period you already used, except in these cases.
| Situation | Refund |
|---|---|
| First purchase, any Pro or Commercial plan: change of mind | Full refund if you ask within 14 days of the first charge |
| Yearly plan renewal you didn't expect | Full refund if you ask within 14 days of the renewal charge |
| Monthly plan renewal | No refund of a monthly charge, except billing errors. Cancel before the renewal date to avoid it. |
| We failed to deliver (a paid gauge's forecast was unavailable for a long stretch, or the service was down) | Credit or refund, at our discretion, of the affected part of the period, for outages longer than 7 days in total in the billing period |
| Billing error or a charge you did not authorise (double charge, wrong amount, fraud) | Full refund of the error, promptly |
| We closed your account without fault on your part, or ended your plan | Refund of the unused part of the prepaid period |
| We raised the price or made a material change you reject | Full refund of the unused part of the prepaid period if you cancel within 30 days of the notice |
| Data Integration package / custom contract | Only as stated in the Data Integration Agreement. No refund of annual fees for convenience. |
Ontario cancellation rights that always apply (these do not depend on this table). For an internet agreement with an individual for personal use, the Ontario Consumer Protection Act gives you the right to cancel within 7 days after you receive the copy of the agreement if we did not send you the required disclosure before you bought, or did not send the copy within 7 days of the purchase, and within 30 days if we haven't delivered the service. We follow those rules whatever the table says.
How to ask: email [email protected] with your account email and the charge date. We answer within 5 business days. Approved refunds go back to the original payment method and normally arrive in 5 to 10 business days (depending on your bank). We refund the full CAD amount charged, including tax. Foreign-exchange or bank fees charged by your bank aren't ours to refund.
6. Renewal notices and price changes
- Monthly plans: each charge triggers a receipt email. We show the next renewal date in your account.
- Yearly plans: we email you a renewal reminder 30 days before each renewal, showing the price, the date, the gauges included and how to cancel.
- Price changes: we email you at least 30 days before a new price would apply to you. It applies from your next renewal, never mid-period. If you don't accept the new price, cancel before the renewal and you won't be charged the new price.
- No discounts are locked in. The price in your order confirmation is the price you pay until a price change is notified under this section.
7. Failed payments
If a payment fails, we retry it automatically and email you each time. You have a 7-day grace period from the first failure, during which access continues. If it is still unpaid then, your account drops to Free (nothing is deleted, and your unlock choices are kept for 30 days so you can pick up where you left off). You aren't charged late fees by us.
8. Data Integration and custom-contract customers
The Data Integration package and custom contracts are annual under a written agreement. Cancellation means not renewing: give notice as stated in the agreement (60 days before the term ends). Fees for the current term are not refundable, except if we terminate for our own breach. No plan has an SLA or service credits. See the Data Integration Agreement.
9. Taxes
Listed prices do not include tax. Where we are required to collect GST/HST or other sales tax, checkout shows the tax and the total before you pay, and your receipt lists it. Business customers can enter a GST/HST number at checkout.
10. Chargebacks
If you have a problem, please contact us first; we'd rather fix it. You always keep the right to ask your card issuer for a chargeback where your card agreement allows.
11. Contact
FlowAi (a Washington State sole proprietorship), 12550 120th Ave NE, Kirkland WA, 98034, [email protected].