Dispute Policy
Last updated: October 23, 2026.
1. Overview
This Dispute Policy describes how we handle disagreements related to TraceFlow, Batchwork, Aquanest, and PlanFlow (together, the "Services"), including billing disputes and disputes about the operation of the Services. Our goal is always to resolve concerns directly and informally wherever possible, before any other step is considered.
2. How to Raise a Dispute
If you disagree with a charge, or believe the Services are not working as expected, please contact us through our Contact page as soon as possible. To help us resolve things quickly, please include:
- Your name, organization, and the account the dispute relates to
- A clear description of the issue, including relevant dates, amounts, or screenshots
- What outcome you are looking for
We aim to acknowledge disputes raised through the Contact page within a reasonable timeframe and will work with you directly to understand and address the issue.
3. Billing and Payment Disputes
Subscription pricing for all four Services is published on our Pricing page. Each Service includes a 14-day free trial with no credit card required; charges begin only if you choose to add payment details within the product to continue after your trial. Any dispute over a charge should be raised through our Contact page within a reasonable period of the charge in question, and will be handled alongside our Refund Policy.
4. Service-Related Disputes
If a disagreement relates to how a Service functions, its availability, or the data within it, we will first try to resolve the matter directly with your organization's account administrator or point of contact. Where needed, we will escalate the matter internally to make sure the right people are involved in reaching a resolution.
5. Good-Faith Resolution
Both parties agree to make a genuine, good-faith effort to resolve any dispute informally before pursuing any other remedy available under our Terms and Conditions or applicable law. Most concerns can be resolved this way, and we would rather solve a problem than argue about it.
6. Changes to This Policy
We may update this Dispute Policy from time to time, particularly once paid pricing is finalized. Material changes will be reflected by updating the "Last updated" date above.
7. Contact Us
If you have a dispute or concern of any kind, please reach out through our Contact page — we would rather hear from you directly than have an issue go unresolved.