IdeaFlow

Refund Policy

Last updated 28 May 2026

IdeaFlow is operated by Neo Sapiens (“we”, “us”). All payments are processed by Paddle, our Merchant of Record, who appears as the seller on your bank statement and handles all billing, tax, and refunds on our behalf.

We want you to be satisfied with IdeaFlow. If something isn't right, reach out before requesting a refund — we will do our best to fix it first.

1. Free trial

Pro and Power plans include a 14-day free trial. A payment method is required to start the trial, but you are not charged during the trial period. You may cancel at any time during the trial at no cost — cancellation takes effect immediately and your card is never billed.

The free trial is available once per account. Creating multiple accounts to extend a trial period is a breach of our Terms of Service.

2. 14-day money-back guarantee

If you are charged for the first time after your trial ends and are not satisfied, you may request a full refund within 14 days of that first charge. Email us at contact-us@neosapiens.com.au with the subject line “Refund request” and include your registered email address. We will process it within 2 business days.

3. Ongoing subscription refunds

After the 14-day money-back window, we do not issue refunds for partial billing periods. When you cancel a subscription:

  • Your access continues until the end of the paid billing period.
  • You are not charged for the following period.
  • No credit or pro-rata refund is issued for unused time within the current period.

You can cancel at any time from Settings → Plan & Usage → Manage subscription, or by contacting us.

4. Service outages and technical failures

If IdeaFlow experiences a significant, sustained outage (more than 24 consecutive hours) during a paid billing period, we may, at our discretion, issue a pro-rata credit or refund for the affected period. Contact us if this applies to you.

Minor, temporary interruptions to service do not qualify for a refund.

5. Australian Consumer Law

Nothing in this policy limits or excludes any guarantee, right, or remedy you have under the Australian Consumer Law (ACL) that cannot lawfully be excluded. Under the ACL, consumers have statutory guarantees that services will be provided with due care and skill and fit for purpose.

If IdeaFlow fails to meet an ACL consumer guarantee, you may be entitled to a remedy (repair, replacement, or refund) regardless of our policy above. Contact us or contact the Australian Competition and Consumer Commission (ACCC) for guidance.

For users in the European Economic Area or United Kingdom, your statutory rights under applicable consumer protection law (including the EU Consumer Rights Directive and UK Consumer Contracts Regulations) are unaffected by this policy.

6. How to request a refund

  1. Email contact-us@neosapiens.com.au with subject “Refund request”.
  2. Include your registered email address and, if possible, the date and approximate amount of the charge.
  3. We will confirm eligibility and initiate the refund with Paddle within 2 business days.

Approved refunds are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your bank or card issuer.

7. Changes to this policy

We may update this policy at any time. Material changes will be communicated by email with at least 30 days' notice before taking effect. Continued use after the effective date constitutes acceptance of the updated policy.

8. Contact

Refund requests and billing questions: contact-us@neosapiens.com.au

Neo Sapiens · Australia