Frequently Asked Questions

Subscriptions

What plans are available?

flow.vet offers four plans: Free (200 patients, 1 user, 500 MB storage), Solo (€19/month — 500 patients, 2 users, 5 GB), Practice (€39/month — 2,000 patients, 5 users, 20 GB), and Clinic (€59/month — unlimited patients & users, 100 GB). Annual billing saves approximately 17%.

How do I subscribe?

Go to Settings → Subscription, choose your plan and billing interval (monthly or annual), and complete payment via Stripe. Your subscription activates immediately.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as Klarna, processed securely through Stripe.

Is there a free trial?

Yes. New accounts start on the Free plan with no time limit. You can upgrade to a paid plan whenever you need more patients, users, or storage.

Upgrades & Downgrades

Can I upgrade my plan at any time?

Yes. You can upgrade from Settings → Subscription at any time. The price difference is prorated — you only pay for the remaining days of your billing cycle. Your new plan limits apply immediately.

What happens to my AI credits when I upgrade?

When you upgrade, you receive the difference in monthly AI credits immediately. For example, upgrading from Solo (100 credits) to Practice (500 credits) grants you 400 additional credits, valid until the end of your current billing period.

Can I downgrade my plan?

Yes. You can downgrade at any time through the Stripe billing portal. The downgrade takes effect at the end of your current billing period. You keep all your data and any remaining AI credits — we never claw back credits.

Can I switch between monthly and annual billing?

Yes. Contact us at [email protected] and we'll adjust your billing interval. When switching to annual, the remaining monthly balance is prorated.

Cancellation

How do I cancel my subscription?

Go to Settings → Subscription → Danger Zone and click "Cancel subscription". This opens the Stripe billing portal where you can confirm the cancellation.

What happens when I cancel?

Your subscription remains active until the end of the current billing period. After that, your account reverts to the Free plan. All your data is preserved — you just lose access to paid features (analytics, branded clinic page) and your patient/user limits are reduced.

Can I resubscribe after canceling?

Yes, at any time. Your data is never deleted. Simply go to the subscription page and choose a new plan.

Do you offer refunds?

We do not offer refunds for partial billing periods. If you cancel, you retain access until the end of the period you've already paid for.

AI Credits

What are AI credits?

AI credits power the AI Summary feature — an AI-generated overview of each pet's medical history, based on their records and uploaded documents. Each summary generation uses 1 credit.

How many credits do I get?

Paid plans include monthly AI credits: Solo — 100/month, Practice — 500/month, Clinic — 1,000/month. New accounts receive 100 welcome credits. You can also purchase additional credits.

Do credits expire?

Yes. Monthly plan credits expire after 30 days (aligned with your billing cycle). Purchased credits and welcome bonus credits expire after 90 days. Expired credits are automatically removed from your balance.

Can I buy additional credits?

Yes. You can purchase a pack of 500 credits for €10 from Settings → Subscription → Add-ons → AI Credits. Purchased credits are valid for 90 days.

What happens to my credits if I cancel?

Your remaining credits stay in your account until they expire. You won't receive new monthly credits, but you can continue using what you have.

SMS Credits

How do SMS credits work?

SMS credits are used to send appointment confirmations and reminders to your clients via text message. Each notification uses 1 credit. SMS credits are purchased separately and do not expire.

How do I buy SMS credits?

Go to Settings → Subscription → Add-ons → SMS Credits. Packs are available at 50 for €5, 200 for €15, and 500 for €30.

Data & Security

Is my data safe?

Yes. All data is encrypted in transit (TLS/SSL) and stored on secure servers within the European Union. File uploads are stored on Amazon S3 with private access controls. We comply with GDPR regulations.

Is AI-generated content sent to third parties?

AI summaries are generated using Anthropic's Claude API. Your pet records are sent to the API for processing but are not stored or used for training by Anthropic. See Anthropic's privacy policy for details.

Can I export my data?

Yes. You can export your clients and patients as CSV files from the respective pages. For a full data export, contact us at [email protected].

Contact

How can I get support?

Use the feedback button inside the app, or email us at [email protected]. We typically respond within 24 hours.