1. The general position
Subscription fees are paid in advance and are generally non-refundable, because you have access to the Service for the period you paid for. Cancelling stops future charges rather than reversing past ones. The exceptions below are real, and we apply them without argument where they apply.
2. When we do refund
- First fourteen days on a new paid plan: if SumPOS is not right for you, tell us within fourteen days of your first payment and we will refund it in full. No questionnaire, no retention call.
- Billing errors: duplicate charges, charges after cancellation, or a charge for Registers you never activated are refunded in full as soon as we confirm them.
- Material failure: if the Service is materially unavailable for a sustained period due to our fault, and your plan carries a Service Level Agreement, service credits are applied as set out there.
- Material adverse change: if we make a material change to these terms or remove a feature you rely on, and you choose to terminate, we refund the unused portion of any prepaid period.
- Annual plan cancelled within thirty days: we refund the unused months, pro rata, less any month already consumed.
3. When we do not refund
- Partial months on monthly plans after the initial fourteen days.
- Periods during which you had access but chose not to use the Service.
- Downgrades mid-term. The reduced rate applies from your next billing period.
- Accounts suspended or terminated for breach of our Terms or Acceptable Use Policy.
- Third-party costs you incurred - hardware, payment processing fees, messaging charges - which are not ours to refund.
- Onboarding, migration or training services that have already been delivered.
4. How to request a refund
Email hello@sumpos.com from the billing contact address on the account, with the invoice number and a sentence about what happened. We aim to make a decision within five business days and to return approved refunds to the original payment method within ten business days, subject to your bank's timing.
If we decline a request, we will explain why in writing rather than sending a template.
5. Your data after a refund
A refund ends your paid access, but it does not immediately delete your records. Your account becomes read-only for ninety days so you can export everything, exactly as described in our Terms & Conditions. We will never withhold your data as leverage in a billing dispute.