Refund & Cancellation Policy
MAPFLOW RECEPTION
REFUND & CANCELLATION POLICY
Effective Date: August 3, 2026 | Version 1.0
This Refund & Cancellation Policy ("Policy") applies to services provided by Ben Koehler, an individual doing business as MapFlow Reception ("MapFlow Reception," "we," "us," or "our"). It explains when subscription billing begins, how a Customer may cancel, when refunds are available, and how usage overages and final charges are handled. This Policy is incorporated into the MapFlow Reception Terms of Service and applies to lawful business and commercial purchases.
PLEASE READ THIS POLICY BEFORE ACCEPTING AN ORDER OR ACTIVATING THE SERVICE. By accepting the applicable Order or authorizing activation, the Customer acknowledges this Policy.
1. Key Definitions
“Customer” means the person or business identified in the applicable checkout page, proposal, payment link, order confirmation, or other written order accepted by MapFlow Reception (the “Order”).
“Service” means the MapFlow Reception call-handling, receptionist, scheduling-assistance, notification, and related services described in the Order.
“Service Activation Date” or “Activation” means the date MapFlow Reception confirms in writing that the Customer’s receptionist has been configured and tested and has been connected to the Customer’s call flow or otherwise made ready and available for the Customer’s use. Once MapFlow Reception sends an activation or go-live confirmation and the Service is available for use, a Customer’s decision not to route calls or begin using the Service does not reverse Activation.
“Billing Period” means the monthly period beginning on the Service Activation Date and recurring on the corresponding billing-cycle date established by the payment processor.
2. No Setup Fee or Cancellation Fee
MapFlow Reception does not charge a standard setup fee or cancellation fee. A Customer that continues through Activation pays the recurring subscription fee and any usage overages stated in the Order. Any separate one-time charge must be clearly disclosed and accepted in writing before it is charged.
3. Cancellation Before Activation
A Customer may cancel onboarding at any time before Activation by emailing support@mapflowmarketing.com. If MapFlow Reception has collected any subscription payment before Activation, that amount will be refunded in full. MapFlow Reception will not withhold any amount for setup work, even if configuration work has already begun.
A pre-Activation cancellation request is effective when MapFlow Reception receives the written request, provided the request is received before the activation or go-live confirmation is sent. If no payment has been collected, the onboarding project will be closed and no subscription charge will be due.
4. Activation and Start of Subscription Billing
Recurring subscription billing begins on the Service Activation Date, not merely when the Customer submits an intake form or when MapFlow Reception begins configuration work. The first monthly subscription payment covers the first Billing Period beginning on Activation.
When practical, MapFlow Reception will collect the first subscription payment at or immediately before Activation and will align the monthly renewal date with the Activation date. If a subscription payment was collected earlier, it will be applied to the first Billing Period, and the first renewal will be adjusted so the Customer receives a full monthly period of active service.
MapFlow Reception generally targets Activation within five to ten business days after receiving a complete intake form, all required information and access, and reasonable Customer cooperation. This timeframe is an estimate, not a guarantee.
5. Customer-Caused Delays Before Activation
MapFlow Reception will not charge the recurring monthly subscription fee before Activation solely because the Customer has not yet gone live. However, incomplete information, unavailable calendar or account access, carrier issues, repeated changes, failure to respond, or failure to complete required call-forwarding steps may delay or prevent Activation.
If the Service is ready but the Customer does not complete a required final step or respond to a readiness notice, MapFlow Reception may pause or close the onboarding project after reasonable written notice. MapFlow Reception may require updated information, a new activation date, or renewed onboarding before restarting the project. Unless separately agreed in writing, no setup fee is charged for a pre-Activation closure.
6. Automatic Monthly Renewal
After Activation, the subscription renews automatically each month until canceled. By accepting the Order and authorizing Activation, the Customer authorizes MapFlow Reception and its payment processor to charge the payment method on file for recurring subscription fees, usage overages, applicable taxes, and other amounts expressly authorized under the Order and Terms of Service.
The selected plan, monthly price, included minutes, overage rate, and billing date will be shown in the Order, checkout record, invoice, or subscription confirmation. MapFlow Reception may provide at least thirty days’ advance notice of a price change, and the Customer may cancel before the change takes effect.
7. How to Cancel After Activation
The Customer may cancel at any time through the Stripe customer portal, when available, or by emailing support@mapflowmarketing.com. No minimum commitment or advance cancellation notice is required unless a written Order expressly states otherwise.
Cancellation normally takes effect at the end of the current paid Billing Period. The Service may remain available until that date. MapFlow Reception may verify the identity and authority of the person requesting cancellation and will provide a cancellation confirmation or other reasonable notice after processing the request.
The Customer is responsible for disabling call forwarding, updating any published contact information, exporting Customer-controlled records it wishes to retain, and discontinuing use of any Service-provided telephone number when service ends.
8. Immediate Termination at the Customer’s Request
A Customer may request that the Service be shut down immediately instead of remaining active through the end of the paid Billing Period. Immediate termination does not create a right to a prorated refund or credit for unused days or unused included minutes. Usage overages and other amounts incurred before shutdown remain payable.
9. Refunds After Activation
Once the Service has been activated, monthly subscription charges are non-refundable and are not prorated, except where required by law or where MapFlow Reception confirms a duplicate charge, billing error, unauthorized charge attributable to MapFlow Reception or its processor, or another exception approved in writing by MapFlow Reception.
Refunds are not provided solely because the Customer:
did not use the Service or used fewer than the included minutes;
did not receive a desired number of calls, appointments, customers, jobs, or revenue;
changed its business plans, staffing, telephone provider, or preferred technology;
failed to configure or maintain call forwarding, calendar access, notification numbers, or accurate business information;
disagrees with a caller, call outcome, AI-generated response, tentative appointment request, or summary that does not result from a verified billing error;
experienced an outage or delay caused by a carrier, payment processor, calendar provider, messaging provider, Internet provider, or another third party outside MapFlow Reception’s reasonable control; or
requests cancellation after a renewal charge has already been processed.
MapFlow Reception may voluntarily offer a service credit, extension, courtesy adjustment, partial refund, or other accommodation. A voluntary exception does not change this Policy or create a right to the same treatment in another case.
10. Included Minutes and Unused Usage
Included minutes apply only during the applicable Billing Period. Unused minutes expire at the end of that period, do not roll over, have no cash value, and are not refundable, transferable, or exchangeable unless the Order expressly states otherwise.
11. Usage Overages and Final Charges
Usage above the included minutes is billed in arrears at the overage rate shown in the Order. MapFlow Reception aggregates connected call seconds for the Billing Period, converts the total to minutes, and rounds the final monthly total down to the nearest whole minute. Connected calls count toward usage regardless of outcome; calls that never connect do not count.
Overage charges incurred before cancellation, immediate shutdown, suspension, or termination remain payable. They may appear on the final subscription invoice, the next invoice, or a separate authorized invoice or charge after cancellation. Canceling the subscription does not cancel or waive accrued usage charges.
Usage records maintained by the applicable voice or telephony provider are the authoritative records absent a clear technical or billing error. Operational Google Sheets, SMS messages, and calendar entries may be incomplete if an automation fails and are not the controlling meter for billing.
12. Billing Errors, Duplicate Charges, and Usage Disputes
The Customer should notify support@mapflowmarketing.com of a suspected duplicate charge, billing error, or usage dispute within seven calendar days after the applicable invoice or charge. The request should identify the amount and explain the basis for the dispute. Undisputed amounts remain due.
MapFlow Reception will review available payment and usage records and will correct a verified error. Failure to submit a dispute within seven days does not waive any right that cannot lawfully be waived, but it may limit MapFlow Reception’s ability to investigate or obtain records from third-party providers.
13. Failed Payments, Suspension, and Reinstatement
If a payment fails, the payment processor may retry the charge. MapFlow Reception may notify the Customer and may suspend the Service if an amount remains unpaid for five calendar days after notice. MapFlow Reception may terminate the subscription if the balance remains unpaid for fifteen calendar days after notice or if repeated payment failures occur.
Suspension or termination for nonpayment does not create a refund right and does not eliminate outstanding subscription fees, overage charges, taxes, or other accrued amounts. MapFlow Reception is not responsible for calls, alerts, or appointments missed during suspension. Reinstatement may require full payment and may not preserve the same telephone number, configuration, or billing date.
14. Plan Changes
Plan upgrades or downgrades should be requested through the Stripe customer portal, when available, or by emailing support@mapflowmarketing.com. Upgrades may take effect immediately and may be prorated or charged at the time of change. Downgrades ordinarily take effect at the next renewal. Existing overages and accrued charges remain payable.
The Customer should not create a duplicate replacement subscription without coordinating the effective date with MapFlow Reception, because doing so may cause duplicate billing or a service interruption. A verified duplicate subscription charge will be corrected or refunded.
15. Termination by MapFlow Reception
MapFlow Reception may suspend or terminate the Service for nonpayment, unlawful or abusive use, fraud, a security threat, material breach, unauthorized outbound calling or messaging, or conduct that creates legal, operational, or third-party platform risk. No refund is required for termination based on Customer breach or unpaid amounts, except where required by law.
If MapFlow Reception terminates an active paid subscription without Customer breach and before the end of the current Billing Period, MapFlow Reception will provide a reasonable prorated refund or service credit for the unused prepaid portion, unless a comparable replacement service or other written accommodation is accepted by the Customer.
16. Refund Method and Processing Time
Approved refunds are ordinarily issued to the original payment method. MapFlow Reception will initiate an approved refund within a reasonable time after approval. After initiation, the Customer’s bank or payment provider may take approximately five to ten business days, or longer in some cases, to post the credit. MapFlow Reception does not control bank processing times.
If the original payment method cannot accept the refund, MapFlow Reception may request reasonable information needed to arrange another lawful refund method. Refunds are limited to the amount actually paid for the applicable charge, subject to any legally required tax adjustment.
17. Chargebacks
Before initiating a chargeback or payment dispute, the Customer agrees to make a good-faith effort to contact MapFlow Reception at support@mapflowmarketing.com and allow a reasonable opportunity to investigate and correct the issue. This provision does not waive any right that cannot lawfully be waived.
A chargeback does not automatically cancel the subscription. MapFlow Reception may suspend or cancel the Service after notice of a payment dispute and may provide the payment processor with the Order, acceptance records, invoices, usage records, communications, activation confirmation, and other relevant documentation.
18. Relationship to the Terms of Service
This Policy is part of the MapFlow Reception Terms of Service and applies together with the applicable Order. An Order may provide a more favorable refund or cancellation term. This Policy supersedes prior website refund and cancellation policies for the MapFlow Reception service as of the Effective Date. General marketing statements do not modify this Policy unless MapFlow Reception confirms the change in writing.
19. Changes to This Policy
MapFlow Reception may update this Policy to reflect changes in the Service, billing systems, business practices, or law. The updated Policy will be posted with a revised effective date. A material change affecting an active subscription will be communicated by email, account notice, checkout notice, or another reasonable method and will take effect prospectively, ordinarily no earlier than the next renewal after any stated notice period.
20. Contact
For cancellation, refund, billing, or usage questions, contact:
MapFlow Reception
Operated by Ben Koehler, sole proprietor
Thousand Oaks, California, United States
Email: support@mapflowmarketing.com
Website: mapflowmarketing.com
This Policy is intended to describe MapFlow Reception’s refund and cancellation practices. It is not legal advice and does not limit rights that cannot be waived under applicable law.