Refund and Cancellation Policy

1. Business customers only

Our Services are sold exclusively to businesses and organisations for business use. This policy is designed for business-to-business subscriptions. Statutory cooling-off or withdrawal rights that apply only to consumers do not apply to purchases of our Services, except where applicable law makes them mandatory, in which case those mandatory rights prevail.

2. Key definitions

• "Trial Period" means the free trial of up to 14 days, or any other trial period we offer.
• "Active Use" means any of the following after the Trial Period has ended: recording live sales, shifts, readings, stock, credit or expense entries; generating invoices or reports for business use; connecting devices, printers or integrations; importing data; or adding Authorised Users beyond the account administrator.
• "Billing Period" means the monthly or yearly period covered by a subscription payment.

3. Free trial

No payment is taken for a free trial unless you choose a paid plan. You can cancel at any time during the Trial Period without charge. If you add a payment method during the trial and do not cancel before it ends, your selected plan starts and the first payment is taken at the end of the Trial Period.

4. How to cancel

You can cancel your subscription at any time:

• In the Services, from the account billing or subscription settings (account administrators only), or
• By emailing [email protected] from your account administrator's email address, stating your business name and account ID.

Cancellation stops automatic renewal. It takes effect at the end of the current Billing Period, and you keep full access until then. We will confirm your cancellation by email. Cancelling does not by itself entitle you to a refund, except as set out in this policy.

5. Monthly plans

• Monthly subscriptions are billed in advance and are non-refundable once the Billing Period has started.
• We do not provide refunds or credits for partial months, unused features or periods in which the Services were not used.
• When you cancel, your subscription will not renew and access continues until the end of the current month.

6. Yearly plans

Full refund for unused yearly plans

If you request cancellation within 14 days after your first yearly payment and there has been no Active Use of the Services since the Trial Period ended, we will refund the yearly fee in full, less any non-refundable items listed below.

After Active Use or after 14 days

Once the Services have been actively used after the Trial Period, or after 14 days from payment, yearly fees are non-refundable. If you cancel, your plan will not renew and you keep access until the end of the yearly Billing Period.

Partial (pro-rata) refunds

We provide a pro-rata refund of a yearly fee only in the following cases:

• We terminate your subscription for convenience, without cause.
• You terminate because we have materially breached the Terms and failed to cure the breach within the cure period.
• You terminate for chronic unavailability as permitted by our Service Level Agreement.
• A force majeure event prevents use of the Services for more than sixty (60) consecutive days.
• Applicable law requires a refund.

The pro-rata refund is calculated as: yearly fee paid × (number of full unused months ÷ 12), less any non-refundable items. The month in which the termination takes effect counts as used.

Renewals

We send a reminder at least 7 days before a yearly renewal. If you forget to cancel and contact us within seven (7) days after an automatic yearly renewal, and there has been no Active Use since the renewal date, we will reverse the renewal charge in full.

7. Non-refundable items

The following are non-refundable in all cases, unless the charge was made in error:

• Setup, onboarding, implementation, configuration and training fees.
• Data migration, custom development, customisation and integration work already performed.
• Hardware, devices and accessories, unless covered by a separate warranty.
• Usage-based and third-party charges, such as SMS, WhatsApp or messaging credits, and AI usage beyond plan limits.
• Taxes that cannot be recovered from the tax authority, and payment gateway or bank charges.

8. Billing errors and duplicate charges

If you are charged twice, charged the wrong amount, or charged after a valid cancellation, we will refund the incorrect amount in full. Please report billing errors to [email protected] within thirty (30) days of the charge with the invoice or transaction reference.

9. Failed payments

If a subscription payment fails, for example because a card has expired or an e-mandate is rejected:

• Our payment processors Razorpay and Stripe automatically retry the payment over the following days, and we notify the account administrator by email and, where available, in the app.
• You have a grace period of 7 days from the first failed attempt to update your payment method or pay the outstanding invoice, during which the Services remain available.
• If payment is still outstanding after the grace period, we may suspend access or restrict the account to read-only mode until payment is received.
• If the account remains unpaid for 30 days after suspension, we may terminate the subscription. We will send a final notice before deleting Customer Data, as described in our Terms and Data Processing Addendum.
• Access is restored promptly after the outstanding amount is paid.

10. Upgrades and downgrades

• Upgrades take effect immediately. We charge the prorated difference for the rest of the current Billing Period.
• Downgrades take effect at the start of the next Billing Period. We do not refund or credit the difference for the current period.

11. How refunds are processed

• Approved refunds are made to the original payment method. We cannot refund to a different card, account or person.
• Refunds for payments made through Razorpay are normally credited within 5 to 7 business days after we initiate them, depending on your bank.
• Refunds for payments made through Stripe normally appear within 5 to 10 business days after we initiate them, depending on your card issuer.
• Refunds are made in the currency of the original payment. We are not responsible for differences caused by exchange rates or fees charged by your bank.
• We will issue a credit note for refunded amounts where required for tax purposes.

12. Payment disputes and chargebacks

If you believe a charge is incorrect, please contact [email protected] before contacting your bank or card issuer. We will acknowledge your request within two (2) business days and aim to resolve it within five (5) business days. Most billing issues can be resolved faster directly with us.

• If you raise a dispute or chargeback with your bank, card issuer, Razorpay or Stripe without first contacting us, we may suspend the account while the dispute is open.
• We will respond to disputes through Razorpay or Stripe and may submit evidence such as your order, invoices, the Terms you accepted, login records, usage logs and our communications with you.
• If a dispute is decided in our favour, you must pay the disputed amount together with any dispute, chargeback or payment gateway fees we incur.
• If a chargeback is raised for a charge we have already refunded, we will recover the duplicate amount.
• Fraudulent or abusive chargebacks, including disputing valid charges after using the Services, are a breach of our Terms and may result in permanent termination and recovery action.

13. Termination for breach

If we suspend or terminate your account because you breached our Terms or Acceptable Use Policy, no refund is provided for any remaining part of the Billing Period, and all outstanding amounts become payable.

14. Changes to this policy

We may update this policy from time to time. Changes do not affect refunds for payments made before the change takes effect. The effective date at the top of this page shows when it was last updated.

15. Contact

For cancellations, refunds and billing questions, contact: