Refund Policy

1. Scope & Overview

This policy governs refund eligibility, cancellation procedures, and billing practices for CQZ POS cloud subscriptions and related paid services.

By subscribing to a paid plan, you acknowledge that you have read and understood this Refund Policy. Where local consumer protection laws grant you additional rights, those rights apply to the extent required by law.

2. Definitions

For clarity, the following terms are used in this policy:

• "Subscription": a recurring paid plan (monthly or annual) that grants access to CQZ POS features.
• "Trial Period": a limited free evaluation period before the first paid charge.
• "Billing Cycle": the recurring interval at which subscription fees are charged.
• "Refund": return of eligible subscription fees to the original payment method or an approved alternative.
• "Add-on Services": one-time or recurring extras such as setup, training, custom modules, or third-party integrations.

3. Free Trial

CQZ POS may offer a 7-day free trial on eligible premium plans. No credit card is required to start a trial unless explicitly stated at signup.

• Trial features generally match the selected plan unless otherwise indicated.
• At the end of the trial, you may choose a paid plan or allow the account to remain inactive.
• If you subscribe before the trial ends, the first billing date is determined by the plan and checkout terms shown at purchase.
• We reserve the right to limit trials to one per business or email address to prevent abuse.

4. Subscription Plans & Billing

Subscription fees are charged in advance at the start of each billing cycle (monthly or annual) based on the plan, number of users, branches, and any selected add-ons.

• Prices are displayed before checkout and may include applicable taxes (e.g., VAT) where required.
• Renewals are automatic unless you cancel before the renewal date.
• Failed payments may result in temporary suspension until the balance is resolved.
• Plan upgrades take effect immediately; downgrades typically apply at the next billing cycle unless stated otherwise.

5. Cancellation

You may cancel your subscription at any time from your account settings or by contacting our support team.

• Cancellation stops future billing but does not automatically refund fees already paid for the current period.
• Access continues until the end of the paid billing period unless the account is terminated earlier for breach of Terms.
• Cancellation requests should include your registered business name and account email for verification.
• We recommend exporting your data before the end of the access period.

6. Refund Eligibility

If you are not satisfied with CQZ POS, you may request a refund within 14 calendar days of your first paid subscription charge, subject to the conditions below.

• The refund window applies to the initial paid subscription only, not to renewals or subsequent billing cycles.
• You must not have substantially exceeded reasonable evaluation use (e.g., high transaction volume, multiple branches activated beyond trial scope, or extensive paid add-on consumption).
• Refunds apply to subscription fees only — not third-party fees, payment gateway charges, or taxes remitted to authorities.
• Annual plans may qualify for a partial refund at our discretion based on unused months and actual usage.
• Repeated or abusive refund requests may result in account restriction or denial of future trials.

7. Non-Refundable Items

The following are generally non-refundable once delivered or activated:

• One-time setup, onboarding, or migration fees.
• Custom development, bespoke integrations, or professional services.
• Training packages, workshops, and on-site consulting.
• Third-party licenses, SMS credits, payment gateway fees, or external API costs.
• Domain registration, SSL, or infrastructure fees billed by third parties.
• Renewal charges after the initial 14-day refund window has expired.

8. Partial Refunds & Proration

Where a full refund is not applicable, we may offer a partial refund or account credit based on:

• Remaining unused time on an annual subscription.
• Documented service outages or failures attributable to our platform.
• Duplicate or erroneous charges verified by our billing team.
• Mutually agreed plan downgrades mid-cycle (credit applied to future invoices where applicable).

9. How to Request a Refund

To submit a refund request, contact us via email or WhatsApp with the following information:

• Registered business name and account email.
• Invoice or transaction reference number.
• Subscription plan and billing date.
• Clear reason for the refund request.
• Any supporting details (screenshots, error descriptions) if relevant.

10. Refund Processing & Timeline

We review refund requests within 5 business days and notify you of the decision by email.

• Approved refunds are processed to the original payment method within 10–14 business days, depending on your bank or card issuer.
• Refunds may appear as a credit on your statement; processing times vary by payment provider.
• If the original payment method is no longer valid, we will work with you to arrange an alternative where permitted.
• Denial of a refund request includes a written explanation of the reason.

11. Chargebacks & Payment Disputes

We encourage you to contact us directly before initiating a chargeback with your bank or card issuer. Most billing issues are resolved faster through our support team.

Filing a chargeback without prior contact may result in temporary account suspension while the dispute is investigated. If a chargeback is found to be invalid or abusive, we reserve the right to recover fees and restrict future access.

12. Data After Cancellation

After cancellation or account closure, you may export your business data for up to 30 days from the end of your paid access period, subject to account status and technical availability.

Thereafter, data may be archived and subsequently deleted from active systems in accordance with our Privacy Policy and legal retention requirements. We are not obligated to retain data beyond the export window.

13. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or in-platform notification before they take effect where required by law. The "Last updated" date at the top reflects the latest revision.

Changes apply to new subscriptions and renewals after the effective date; existing active subscriptions are governed by the policy in effect at the time of purchase unless otherwise required by law.