Refund & Cancellation Policy

Last updated: March 2026

EstiFlow aims to deliver high-quality, reliable quantity surveying estimates. This policy outlines the circumstances under which refunds are available.

1. Automatic Full Refund — System Failure

If our system fails to produce a report (due to a crash, timeout, or unrecoverable error after maximum retries), you will receive an automatic full refund. No action is required on your part — the refund is issued to your original payment method and you will be notified via email.

2. Dispute Process — Quality Concerns

If you believe the output contains material errors or the quantities are significantly inaccurate:

  1. Navigate to your job results page and click "Report an Issue".
  2. Specify which trades are disputed, what you expected, and provide any supporting evidence (e.g., your own QS quote).
  3. We will review your dispute within 5 business days.
  4. Based on our review, we will either:
    • Issue a full refund
    • Offer a free re-run of the extraction
    • Provide an explanation of why the output is correct

3. No Refund — Change of Mind

EstiFlow provides a digital product. Once processing begins (status moves to "Queued"), no refund is available for change of mind. This is clearly stated during the checkout process.

4. No Refund — Mid-Processing Cancellation

Once your job is queued for processing, our extraction engine consumes computational resources. Cancellation during processing is not available.

5. Duplicate Payments

If you are accidentally charged twice for the same job, the duplicate payment will be refunded in full. Contact us at hello@estiflow.com.au if you notice a duplicate charge.

6. Refund Processing Time

Refunds are processed via Stripe to your original payment method. Automatic refunds (system failure) are issued immediately. Dispute-based refunds are issued within 5 business days of resolution. Funds typically appear in your account within 5–10 business days depending on your bank.

7. Pre-Payment Quality Check

To minimise refund scenarios, EstiFlow performs an automatic quality check before payment. Your plans are classified and validated at no charge. You are only asked to pay if our system confirms it can process your plan pack. If the quality check fails, you are not charged.

Contact

For refund enquiries or to initiate a dispute, contact us at hello@estiflow.com.au or use the "Report an Issue" button on your job results page.