When money comes back

When you subscribe on the web (or another channel billed through our Stripe account), Pilotflows is the merchant of record. Payments are processed by Stripe.

Cancellation mid-cycle: You may cancel at any time through your billing settings or the Stripe customer portal. Unless we agree otherwise, cancellation is scheduled for the end of the current billing period. You retain access until that period ends. Fees already paid for the current period are generally not refunded for unused time when you cancel mid-cycle.

Proration and plan changes: Upgrades, downgrades, and certain plan changes may create prorations (credits or charges for unused or added time). Those amounts appear on your next invoice or as a credit/refund through Stripe, depending on the change. Immediate cancellation with a prorated refund may be applied in limited cases (for example, when replacing a subscription as part of a plan switch); it is not the default outcome of a standard mid-cycle cancel.

Trials: If you cancel during a free trial before you are charged, you will not be billed for that subscription period.

To request a refund for a Stripe-billed Pilotflows subscription, contact us at [email protected] with your account email and invoice or receipt details. We review requests in light of this policy and applicable law.

If you purchased a personal subscription through the Apple App Store (billed via RevenueCat), Apple — not Pilotflows — is the merchant of record. We cannot issue refunds for those purchases through our Stripe billing flows or customer support tools.

To request a refund or manage billing for an App Store purchase, use Apple's process (for example, reportaproblem.apple.com) or the subscription settings on your Apple device. Apple decides refund outcomes under its own policies and applicable law.

Organizations may sell products, tickets, or services through Pilotflows using Stripe Connect. For those purchases, the organization is the seller. Funds are charged to the organization's connected Stripe account. Pilotflows provides the platform; we are not the merchant of record for those sales.

Refunds, returns, and related adjustments for organization shop purchases are handled by the selling organization — typically through that organization's credit-note and refund process in Pilotflows. Contact the organization that sold you the item or service. Pilotflows cannot issue those refunds from our own Stripe account on the organization's behalf.

If you are a consumer in the European Union, European Economic Area, or another jurisdiction with equivalent rules, you may have a legal right to withdraw from a distance contract within 14 days without giving a reason.

Pilotflows subscriptions are digital services / digital content supplied online. Where you request that we begin performance during the withdrawal period and you expressly acknowledge that you lose the right of withdrawal once performance has begun (or the content has been fully supplied), that waiver applies as permitted by Directive 2011/83/EU (and implementing national law). In that case, you may not withdraw after access has started, except where mandatory law still requires otherwise.

If you did not consent to immediate performance or did not acknowledge loss of the withdrawal right where required, you may still exercise withdrawal within the statutory period by contacting us at [email protected]. This section does not create withdrawal rights for business customers who purchase as traders, or for App Store purchases (see Section 3), which follow Apple's process.