Refund & Cancellation Policy

This Refund and Cancellation Policy explains how you can cancel your Orato Flow subscription and under what circumstances you may be eligible for a refund. We want you to be satisfied with our Service, and we aim to handle all requests fairly and transparently.

1. Free Trial

If we offer a free trial period, you may use the Service at no cost during the trial. You will not be charged unless you choose to continue with a paid subscription after the trial ends. You may cancel at any time during the trial without being charged.

2. Subscription Cancellation

2.1 How to Cancel

You may cancel your Orato Flow subscription at any time by:

• Managing your subscription through your account settings within the Orato Flow application
• Contacting our support team at [email protected]
• If purchased via Microsoft Marketplace, managing your subscription through the Microsoft admin centre

2.2 Effect of Cancellation

When you cancel your subscription:

• Your access to paid features will continue until the end of your current billing period
• No further charges will be applied after the current billing period ends
• Any locally stored content (transcripts, translations, recordings) remains on your device and under your control
• Your account data will be retained for a reasonable period in case you wish to resubscribe, after which it may be deleted in accordance with our Privacy Policy

Cancellation does not take effect mid-billing-cycle. You will retain access to the Service for the remainder of the period you have already paid for.

3. Refund Policy

3.1 Refund Eligibility

As Orato Flow is a digital service with immediate access upon purchase, refunds are generally not provided once the Service has been accessed. However, we may grant a refund at our discretion in the following circumstances:

• Duplicate payment: You were charged more than once for the same subscription period.
• Service not delivered: You were unable to access the Service due to a technical issue on our end and the issue was not resolved within a reasonable timeframe.
• Billing error: You were charged an incorrect amount due to a system error.
• Within 14 days of first purchase: If you are a new subscriber and the Service does not meet your reasonable expectations, you may request a refund within 14 days of your initial purchase, provided your usage has been minimal.

3.2 Non-Refundable Situations

Refunds will generally not be issued in the following cases:

• Change of mind after the 14-day period
• Failure to cancel before a renewal date
• Dissatisfaction with translation or transcription accuracy for specific languages or use cases
• Temporary service interruptions or scheduled maintenance
• Incompatibility with your hardware, software, or network environment (please review system requirements on our Delivery Policy page before purchasing)

4. How to Request a Refund

To request a refund, please contact us at [email protected] with the following information:

• Your full name and the email address associated with your account
• Your order or subscription reference number
• The reason for your refund request
• Any supporting details (e.g. screenshots of billing errors)

We aim to review and respond to all refund requests within 5 business days.

5. Refund Processing

If your refund is approved:

• The refund will be issued to the original payment method used for the purchase
• Processing times may vary depending on your payment provider (typically 5–10 business days)
• For Microsoft Marketplace purchases, refunds are subject to Microsoft's refund policies and processing timelines

6. Plan Changes and Downgrades

If you wish to change your subscription plan:

• Upgrades: Take effect immediately, with a prorated charge for the remainder of the current billing period.
• Downgrades: Take effect at the start of the next billing period. No partial refunds are issued for downgrades mid-cycle.

7. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. When we make material changes, we will update the "Last updated" date at the top of this page. Your continued use of the Service after changes take effect constitutes acceptance of the revised policy.

8. Contact Us

If you have any questions about this policy or need assistance with a cancellation or refund, please contact: