Cancellation & Refund Policy

1. 7-Day Satisfaction Guarantee

If you are not satisfied with Dray Flow within the first 7 days of your organization's initial paid subscription (Pro tier), contact us at support@drayflow.com and we will issue a full refund of the first month's subscription fee — no questions asked.

Eligibility

• New paid subscribers only. The guarantee applies to the first billing period of a new organizational account's first paid subscription. It does not apply to the free tier (no payment is involved), renewals, plan changes, or additional seats added after the initial subscription.
• One refund per organization. The guarantee applies once per legal entity. Creating a new account after receiving a refund does not re-activate the guarantee.
• Request must be made within 7 calendar days of the initial charge date.

How to Request

Email support@drayflow.com with the subject line “Satisfaction Guarantee Refund” from the email address associated with your account. We will process your refund within 5 business days. Refunds are issued to the original payment method via our payment processor and typically appear within 5–10 business days depending on your bank.

2. How to Cancel or Downgrade

You may cancel or downgrade at any time. There are no cancellation fees.

2.1 Paid Subscribers — Cancel Subscription

Pro subscribers can cancel their paid subscription through Settings → Billing → Billing Portal or by emailing support@drayflow.com with the subject line “Cancel My Subscription.” Cancellation takes effect at the end of the current billing period, and you retain paid-tier access through that date.

When your paid subscription ends, your Tenant is downgraded to the free tier. Your data is fully preserved. Pro features become restricted, and additional back-office users beyond the free-tier seat limit are changed to read-only access (their original roles are stored so they can be restored if you resubscribe). Drivers and existing data are never affected.

2.2 Free-Tier Users — Account Deletion

Free-tier users who wish to leave Dray Flow can delete their account by emailing support@drayflow.com with the subject line “Delete My Account.” Account deletion triggers the data export window described in Section 4.

2.3 Cancellation by Email

If you are unable to cancel through the Billing Portal, email support@drayflow.com from the email address associated with your account. We will confirm the action within 1 business day.

2.4 When Cancellation Takes Effect

Paid subscription cancellation takes effect at the end of the current billing period. You retain paid-tier access through that date, then your Tenant moves to the free tier. We do not issue prorated refunds for the remaining days in a billing period, except under the 7-day satisfaction guarantee described in Section 1. Account deletion for free-tier users takes effect immediately upon confirmation.

3. Refund Policy

3.1 General Policy

The free tier involves no payment and no refund scenarios. For paid subscribers, except for the 7-day satisfaction guarantee described in Section 1, subscription fees are non-refundable. No prorated refunds are issued for unused days in a billing period. When a refund is issued (e.g., under the 7-day guarantee), any taxes collected on the refunded amount are also refunded.

3.2 Billing Errors

If you believe you were charged in error, contact us at support@drayflow.com within 30 days of the charge. We will investigate and, if an error is confirmed, issue a correction or credit promptly.

3.3 Service Outages

In the event of a significant, verified service outage attributable to Dray Flow infrastructure, we may issue prorated service credits at our discretion. Credits are applied to your next billing period and are not redeemable for cash.

4. Your Data After Cancellation

4.1 Downgrade to Free Tier (Data Preserved)

When a paid subscription is cancelled or lapses due to failed payment, the Tenant is downgraded to the free tier. All data is preserved. You retain free-tier access to your loads, drivers, customers, locations, and all other records. Pro features are restricted and additional back-office users beyond the free-tier limit are changed to read-only access. You may resubscribe at any time to restore full access and your team members' original roles.

4.2 Account Deletion and Data Export

If you choose to fully delete your account (whether from the free tier or as a paid subscriber), your account enters a 90-day grace period during which you may request a data export. To export your data, contact support@drayflow.com. We will deliver a download of your Customer Data in a machine-readable format (CSV or JSON) within 5 business days of your request.

4.3 Permanent Deletion

After the 90-day grace period following account deletion, your Customer Data is permanently deleted from production systems. Backup copies may persist for up to 90 additional days in encrypted storage before they are purged through normal backup rotation cycles. Once deletion is complete, data cannot be recovered. Note that certain financial and operational records are subject to longer regulatory retention periods independent of account status; see our Privacy Policy §4 for details.

4.4 Failed Payment Downgrade

If your paid subscription lapses due to a failed payment, your Tenant is downgraded to the free tier (not deleted). Your data is preserved and you retain free-tier access. You may reactivate your paid subscription at any time by updating your payment method. See Section 6.4 of the Terms of Service for the complete failed payment policy.

5. Contact

For cancellation requests, refund questions, or data export requests:

For the complete contractual terms governing subscriptions, cancellations, and refunds, see our Terms of Service.