Refund & Cancellation Policy

This Refund and Cancellation Policy explains how Orato Flow plans can be cancelled, how live hours and their validity period work, and when a refund is available. We aim to handle every request fairly and to answer quickly.

1. Pilot and demonstration events

We sometimes arrange a free pilot or demonstration event so you can see Orato Flow running with your own speakers, languages and venue before you commit to a plan.

These are arranged with our team, carry no charge and no obligation, and there is nothing to refund. If you decide not to proceed afterwards, you owe us nothing.

2. How plans are structured

Understanding the plan you hold makes the rest of this policy easier to follow:

• Hour Packs are a prepaid balance of live hours, valid for 12 months. They are not a recurring subscription and do not auto-renew, so there is no ongoing billing to cancel.
• Annual Plan is a fixed 12-month plan with an included allocation of live hours, which may be renewed for a further term. Direct Annual Plans do not automatically renew unless otherwise stated in your order confirmation.
• Enterprise plans are governed by the agreement we sign with you, which takes precedence over this policy where the two differ.

Subscriptions purchased through Microsoft Marketplace may be subject to the renewal settings and billing arrangements associated with your Microsoft subscription.

3. Live hours and expiry

Each Hour Pack is valid for 12 months from the date that pack is activated on your account. Hours can be used across as many events as you like within that period. For a first purchase, activation and account provisioning are normally the same date.

Unused hours expire at the end of the validity period and are not refunded.

If you are approaching expiry with hours remaining and have events coming up, contact us before your validity period ends. We consider extensions case by case, and we would rather extend your hours than see them lapse. Extensions are at our discretion and are not guaranteed.

4. Cancellation

4.1 How to cancel

You may cancel by:

• Contacting our team at [email protected]
• If you subscribed via Microsoft Marketplace, managing your subscription through the Microsoft admin centre

4.2 Effect of cancellation

• Annual Plan: your access continues until the end of the term you have paid for, and no further charges are applied. Cancellation does not take effect mid-term, and part-terms are not refunded.
• Hour Packs: there is no recurring charge to stop. Any remaining hours stay available until their validity period ends, as described in section 3.
• Your content: you should export any transcripts, translations or subtitle files you wish to keep before your access ends. Files you have already downloaded remain on your device and under your control. Retention and deletion of content held in your account is described in our Privacy Policy.

5. When we will refund

Live hours are consumed as you use them, so refunds are assessed on what has actually been used. We will issue a refund in the following circumstances:

• Duplicate payment: you were charged more than once for the same order.
• Billing error: you were charged an incorrect amount.
• Service not delivered: we did not provision your account, or a fault on our side prevented you from running a booked event and we could not resolve it in time.
• Within 14 days of a first purchase: if you are a new customer and Orato Flow does not meet your reasonable expectations, you may request a refund within 14 days of your first order. Any refund may be reduced to reflect live hours already consumed.

6. When we will not refund

• Live hours that have already been consumed
• Unused hours that have reached the end of their validity period (see section 3)
• Change of mind after the 14-day period described above
• An Annual Plan term that has already started, except where section 5 or applicable law provides otherwise
• Normal variations in translation or transcription accuracy relating to language, accent, terminology, audio quality or subject matter, where the Service has otherwise materially operated as described, subject always to any rights that cannot be excluded by law
• Brief service interruptions or scheduled maintenance that did not prevent an event from running
• Venue network, audio or hardware problems outside our control (see the requirements on our Delivery Policy page)

Automated translation and transcription are not perfect, and accuracy varies with audio quality, accent, terminology and subject matter. We recommend a test session before an important event, and we will help you run one.

7. How to request a refund

Contact us at [email protected] with:

• Your name and the email address associated with the account
• Your order or subscription reference
• The reason for your request
• Any supporting detail — the event date, or a screenshot of a billing error

We aim to respond to refund requests within 5 business days.

8. Refund processing

• Approved refunds are issued to the original payment method
• Processing times vary by payment provider, typically 5–10 business days after approval
• For Microsoft Marketplace subscriptions, refunds are handled under Microsoft's refund policies and processing timelines

9. Changing your plan

• Additional hours: you can buy a further Hour Pack at any time. Each pack carries its own 12-month validity from the date that pack is activated on your account.
• Moving to an Annual Plan: talk to us — where you have recently bought an Hour Pack we will usually credit the unused balance toward the plan.
• Annual Plan changes: take effect at your next renewal date.

10. Your statutory rights

Nothing in this policy limits rights you have under consumer law that cannot be excluded, including under the New Zealand Consumer Guarantees Act 1993 where it applies to you.

11. Changes to this policy

We may update this Refund and Cancellation Policy from time to time. When we make material changes, we will update the "Last updated" date at the top of this page. The version in force when you placed your order is the one that applies to that order.

12. Contact us

If you have any questions about this policy, or need help with a cancellation or refund, please contact: