CleanFlow Cancellation & Refund Policy

Last updated: 15 July 2026.

This policy applies to business customers and should be read with the signed order and Terms. It does not remove rights that cannot lawfully be excluded.

Before setup starts

If the Customer cancels in writing before we begin configuration, migration, training or other setup work, we will refund the setup fee and any unused prepaid subscription amount, less any non-recoverable third-party cost the Customer expressly approved.

After setup starts

Once setup work begins, the setup fee is non-refundable to the extent it covers work already performed and committed costs. If we terminate because we cannot deliver the agreed setup for reasons within our control, we will refund the undelivered portion.

Subscription cancellation

The standard initial term is 12 months unless the order says otherwise. Cancellation during that fixed term does not normally create a refund for charges already due, except for our unremedied material breach or where law requires. After the initial term, either party may cancel on at least one month’s written notice. Annual prepayment is a billing choice: if cancellation becomes effective after the initial term but before the end of a prepaid annual period, we will refund unused whole months after the effective date, less valid outstanding charges.

How to cancel or dispute a charge

Email cleanflowsupport@novastacks.co.uk from an authorised account contact, identifying the organisation, requested effective date and reason. We will confirm receipt and any final invoice or refund calculation. Approved refunds are returned to the original payment method where possible; bank and card processing times are outside our control.