AquaFlow Refund and Cancellation Policy
Version 1 — Last updated 30 August 2026
In short
- We give you a free trial instead of refunds. Try the whole thing before you pay anything.
- Once a month is paid for, it is not refundable.
- You can cancel at any time. You keep access until the end of the period you have paid for.
- Moving to a bigger plan takes effect when you pay for it. Moving to a smaller plan takes effect at the next 1st of the month.
- We will refund a duplicate charge or a charge we got wrong, and we may refund in other cases if we clearly failed you.
- This policy is about the fee you pay COULTR for AquaFlow. It has nothing to do with bottle deposits, bottle returns or water refunds between you and your own customers.
1. What this policy covers — and what it does not
It covers: the subscription fee your business pays COULTR to use AquaFlow.
It does not cover: anything between you and your customers. In this trade "return" and "refund" usually mean a bottle coming back or a customer's deposit going back. Those are your business's money and your business's rules. AquaFlow records them for you; COULTR is not part of them and will never refund them.
2. The free trial comes first
We would rather you tried AquaFlow properly than argued with us about a refund later. So every new business gets a free trial before paying anything.
- No card is needed to start.
- You get the features of the plan we set you up on.
- The exact end date of your trial is shown in the app on the Subscription screen. That date is the one that applies to you.
Use the trial the way you would really use AquaFlow — run it beside your register for a few weeks. If it does not earn its place, walk away and you owe nothing.
3. When the trial ends
Choose a plan before the trial ends and your account carries on without interruption.
If you do not choose a plan, we may set the account to expired. Your staff will not be able to sign in, and only the owner can sign in, to see the subscription screen. Your records are not deleted because a trial ended. Take a plan and everything is there.
4. How billing works
- Fees are in Pakistani Rupees, charged monthly per business.
- Billing is anchored to the 1st of the month in your account's timezone.
- Your first bill is pro-rata: you pay only for the days left in that month. We divide by the real number of days in that month, so a short February is not charged like a long March.
- On the 1st of each month a bill is raised for the coming month and is due that day.
- There is a grace period after the due date — three days unless we have agreed otherwise with you.
- If the bill is still unpaid after the grace period, AquaFlow becomes read-only: everyone can still see everything, but nothing new can be recorded until the bill is paid. Paying switches writing back on immediately.
We do not take card payments inside the app. You pay by a method we agree, and we record it against your bill.
5. Changing plan
Moving to a bigger plan (upgrade). Ask in the app. We raise a bill for the difference, worked out for the days left in the current month: we charge the new plan for those days and credit you for the days you had already paid for on the old plan. The upgrade takes effect when that bill is paid — not before. If it is not paid within the grace period, the bill is cancelled, nothing is charged, and you simply stay on your current plan.
Moving to a smaller plan (downgrade). Ask in the app. The change takes effect at your next renewal, on the 1st. You keep the bigger plan for the rest of the month you have already paid for. There is no refund or credit for the difference — you are getting what you paid for until the month ends.
You can withdraw a request you have not paid for yet, and you can undo a scheduled downgrade before it takes effect.
6. How to cancel
Email [email protected] from the owner's registered address or number, or tell your AquaFlow contact, and ask to cancel.
- Cancellation is scheduled for the end of the period you have already paid for. You keep full access until then.
- On the 1st after that, the account is cancelled: no further bill is raised, staff can no longer sign in, and only the owner can sign in to see the subscription screen.
- Cancelling does not wipe out money either side already owed.
7. What happens to your data after you cancel
Your records are not deleted when you cancel. They stay in our database so you can come back and pick up where you left off, and so that your own financial history is not destroyed by a lapse in payment.
We do not automatically delete anything after any period of time. If you want your data removed, or you want a copy of it before you go, email [email protected]. We handle those requests by hand and aim to complete them within 30 days. We may keep invoices and related accounting records that we are legally required to keep.
8. Paid periods are not refundable
Once a monthly period has been paid for, it is not refundable — including where:
- you decide part-way through the month that you do not need AquaFlow;
- your staff did not use it as much as you expected;
- you moved to a smaller plan; or
- your account went read-only because a later bill was unpaid.
This is why the trial exists. Please use it.
9. When we will consider a refund
We will look at a refund, in whole or in part, where:
- you were charged twice for the same period;
- we billed the wrong amount, or billed an account that had already asked to cancel;
- the service was unavailable for an extended period because of a fault on our side, and that stopped you working; or
- we clearly failed to deliver what we agreed with you in writing.
We do not offer a standing service-credit scheme, and we do not guarantee any uptime level. Refunds under this clause are decided case by case, in good faith.
10. Duplicate or incorrect charges
Tell us as soon as you spot one. Please include the invoice number, the date, the amount and how you paid. Where the mistake is ours, we will either refund the amount by the same route you paid, or credit it against your next bill — whichever you prefer.
11. Chargebacks and payment disputes
Please talk to us before disputing a payment with your bank or wallet provider. A dispute raised without contacting us first usually takes weeks and may leave your account read-only while it is open.
If a payment is reversed, the bill it paid becomes unpaid again, and the normal grace period and read-only rules apply from the original due date.
12. How to ask for a refund
Email [email protected] with:
- your business name;
- the invoice number and date;
- the amount and how you paid; and
- what went wrong.
We aim to reply within 5 working days and to complete an approved refund within 15 working days of approving it. If we say no, we will tell you why.
13. Changes to this policy
Every version of this policy has a number and a date. If we make a material change, the app will show the new version to the owner and manager and ask them to accept it. Whatever version was in force when you paid is the one that applies to that payment.
14. Contact
COULTR — AquaFlow Registration number: 4220118816267 Karachi, Pakistan Email: [email protected]