1. Overview
This Refund Policy applies to purchases made from TwinkleFlow ("we", "us", or "our"), including monthly support plans, project-based services, hourly work, training sessions, and paid HubSpot Marketplace apps. It forms part of our Terms & Conditions. If your proposal or statement of work includes different refund terms, those terms will apply.
2. Monthly Support Plans
- Plans are billed monthly in advance and can be cancelled at any time before the next billing date.
- Cancellation stops future charges; you keep access to your plan until the end of the current billing period.
- We do not provide refunds or credits for partial months or unused hours.
- If you cancel within 7 days of your first-ever payment and no work has started, you may request a full refund.
3. Project-Based Services
- Deposits secure your place in our schedule and cover initial discovery and planning. Deposits are non-refundable once work has begun.
- If a project is cancelled before work begins, we will refund the deposit less any costs already incurred.
- If a project is cancelled mid-way, you will be invoiced for work completed to date. Any prepaid amount exceeding the value of completed work will be refunded.
- Completed and accepted milestones are non-refundable.
4. Hourly Work
Hourly work is billed for time actually spent. Hours already worked are non-refundable. Unused prepaid hours may be refunded on request within 30 days of purchase.
5. Training Sessions and Workshops
- Cancel at least 48 hours before the session for a full refund or a free reschedule.
- Cancellations within 48 hours of the session may be rescheduled once but are not eligible for a refund.
- No-shows are not eligible for a refund or reschedule.
- If we need to cancel a session, you will receive a full refund or a rescheduled session of your choice.
6. HubSpot Marketplace Apps
Free apps are not eligible for refunds. For paid app subscriptions, you may cancel at any time and your access will continue until the end of the current billing period. Refunds for paid apps are generally not provided for partial billing periods; however, if the app does not work as described and we cannot resolve the issue, contact us within 14 days of purchase and we will review your request.
7. Satisfaction Commitment
If you are not satisfied with a deliverable, please tell us within 14 days of delivery. We will work with you in good faith to revise the work to meet the agreed scope before any refund is considered.
8. Non-Refundable Items
- Third-party fees, licenses, or software purchased on your behalf (including HubSpot subscriptions).
- Work completed and accepted by you.
- Services cancelled due to a breach of our Terms & Conditions.
9. How to Request a Refund
Email hello@twinkleflow.com with your name, company, invoice number, and the reason for your request. We aim to respond within 5 business days. Approved refunds are issued to the original payment method within 10 business days; the time for funds to appear depends on your bank or card provider.
10. Chargebacks
Please contact us before filing a chargeback so we can resolve the issue directly. Unwarranted chargebacks may result in suspension of services.
11. Changes to This Policy
We may update this Refund Policy from time to time. Changes apply to purchases made after the "Last updated" date above.
12. Contact Us
Questions about this policy? Reach us at hello@twinkleflow.com or through our contact page.