Mosiflow Digital Platform – Refund Policy

Effective Date: 29 December 2025

1. Purpose of This Refund Policy

This Refund Policy explains how refunds, cancellations, and credits are handled for all products and services provided by Mosiflow SURL / Mosiflow Digital Platform ("Mosiflow", "we", "us"). This policy is designed to be transparent, fair, and aligned with SaaS industry best practices.

By purchasing or using Mosiflow Services, you agree to this Refund Policy in addition to our Terms of Service.

2. General Principle

Mosiflow operates primarily as a Software-as-a-Service (SaaS) and digital services provider. Due to the nature of digital services, infrastructure costs, and immediate service activation:

All payments are non-refundable unless explicitly stated otherwise in this policy or required by applicable law.

3. SaaS Subscription Refunds

3.1 Subscription Fees

  • Subscription fees (monthly or annual) are billed in advance;
  • Once a billing cycle has started, fees are non-refundable, even if the Service is not used;
  • Canceling a subscription stops future billing but does not generate a refund for the current period.

3.2 Free Trials

  • Free trials, if offered, allow evaluation without charge;
  • No refund applies for accounts upgraded from a free trial.

4. Add-ons, Usage-Based & Per-User Fees

  • Fees for add-ons, additional users, storage, API usage, AI tokens, SMS, maps, or third-party services are non-refundable;
  • Usage-based charges already incurred cannot be reversed.

5. Custom Development & Professional Services

5.1 Project-Based Services

For custom development, AI consulting, integrations, or enterprise services:

  • Payments are governed by the applicable Statement of Work (SOW) or contract;
  • Milestone payments already completed are non-refundable;
  • Work-in-progress is billable up to the termination date.

5.2 Project Cancellation

If a customer cancels a project:

  • Mosiflow will invoice work completed and committed costs;
  • Any prepaid but unused balance may be credited or refunded only if stated in the SOW.

6. Exceptional Refunds

Refunds may be considered only in the following exceptional circumstances:

  • Duplicate or erroneous billing caused solely by Mosiflow;
  • Proven long-term service unavailability directly attributable to Mosiflow (excluding force majeure or third-party outages);
  • Legal or regulatory obligation requiring a refund.

Any approved refund will be processed using the original payment method.

7. Chargebacks and Payment Disputes

  • Customers must contact Mosiflow before initiating a chargeback;
  • Unauthorized or abusive chargebacks may result in account suspension or termination;
  • Mosiflow reserves the right to dispute unjustified chargebacks.

8. Taxes and Government Fees

  • Taxes, levies, duties, and government fees are non-refundable;
  • Customers are responsible for compliance with local tax regulations.

9. Account Suspension or Termination

  • No refunds are issued for accounts suspended or terminated due to violations of the Terms of Service;
  • Fraud, abuse, or illegal usage automatically voids refund eligibility.

10. Refund Processing Timeline

  • Approved refunds are processed within 10–30 business days, depending on payment providers;
  • Currency conversion fees or transaction charges may be deducted.

11. Changes to This Refund Policy

Mosiflow reserves the right to update this Refund Policy at any time. Material changes will be communicated through the platform or website.

Continued use of the Services constitutes acceptance of the updated policy.

12. Contact Information

For refund-related questions, contact:

Mosiflow SURL Website: https://www.mosiflow.com Email: billing@mosiflow.com Address: Bujumbura, Burundi, East Africa, Africa

Last Updated: 29 December 2025