Refund and Cancellation Policy

This Policy may apply to payments for:

• POS software subscriptions and software licences;
• Account activation and outlet setup;
• POS configuration and implementation;
• Data migration and item-master import;
• Staff training and onboarding;
• Custom software and mobile application development;
• Custom reports, dashboards and integrations;
• Annual maintenance and support plans;
• POS hardware, printers, scanners, terminals and compatible accessories;
• Hosting, SMS, WhatsApp, payment gateway, API and other third-party services.

The exact cancellation and refund treatment depends on the product purchased, work completed, resources allocated and third-party costs already incurred.

A quotation, order form or Statement of Work may contain product-specific payment, cancellation, milestone and refund provisions.

Where a specific signed or accepted commercial document conflicts with this general Policy, the following order will apply:

1. Signed customer agreement;
2. Accepted order form or quotation;
3. Statement of Work;
4. Subscription or support plan;
5. This Refund and Cancellation Policy;
6. General website descriptions.

Website feature descriptions do not automatically include every feature, integration, implementation activity or hardware item in the purchased package.

A demonstration described as free does not require payment and therefore does not create a refund entitlement.

A demonstration is intended to explain available software capabilities. It does not guarantee that every demonstrated feature is included in the customer’s selected package.

Any paid consultation, discovery workshop or requirement analysis will be governed by the applicable quotation.

Subscription fees provide access to the agreed software, modules, outlets, users and services for the purchased billing period.

Before activation, a customer may request cancellation by contacting N&T Software in writing. Any refund will be subject to deductions for payment-gateway fees, third-party charges and work already completed.

After the subscription account has been activated, credentials have been issued, software access has been provided or the customer has started using the software, the subscription fee is ordinarily non-refundable for the current billing period.

Activation and setup may involve account creation, outlet configuration, user creation, tax configuration, bill-format setup, payment-mode setup, database preparation and deployment work.

Activation, onboarding and setup charges become non-refundable once N&T Software begins the relevant work.

Where setup has not started and no third-party expense has been incurred, N&T Software may approve a full or partial refund after reviewing the cancellation request.

Implementation services may include requirement analysis, product configuration, data preparation, item import, opening stock import, hardware configuration, testing, deployment and training.

Fees relating to completed implementation activities are non-refundable.

Where a project is cancelled after implementation has begun, N&T Software may deduct:

• The value of work already completed;
• Time reserved or resources allocated to the project;
• Approved expenses already incurred;
• Non-cancellable third-party charges;
• Applicable administrative and payment-processing costs.

Any remaining refundable balance will be calculated after the project closure review.

Custom-development projects may include POS customisation, mobile applications, owner dashboards, customer applications, delivery applications, custom reports, ERP integrations, payment integrations and business-specific workflows.

Advance payments and milestone payments become non-refundable to the extent that:

• Development or design work has been completed;
• Team members have been assigned;
• Project time has been reserved;
• Software licences or services have been purchased;
• Approved third-party expenses have been incurred;
• A completed milestone has been delivered or accepted.

If a customer cancels a custom project before completion, N&T Software will assess the work performed and committed costs against the amounts paid.

Any refund for the unperformed and uncommitted portion of the project will depend on the agreed Statement of Work and cancellation terms.

Requirements outside the approved scope are treated as change requests and may involve additional fees and revised timelines.

Payments made for an approved change request become non-refundable once work on that change request begins.

A customer’s decision not to proceed with another proposed change does not create a refund entitlement for previously completed work or the original project.

Hardware may include POS terminals, touch-screen devices, printers, barcode scanners, cash drawers, weighing scales, biometric devices and related accessories.

Hardware returns are considered only where the item:

• Was supplied incorrectly by N&T Software;
• Arrived physically damaged;
• Has a verified manufacturing defect covered by the applicable warranty; or
• Otherwise qualifies for return under mandatory applicable law.

Visible damage, missing items or incorrect delivery should be reported within [48 hours] of receipt with photographs, video and delivery documentation.

Unless defective or legally returnable, hardware may not be returned after:

• Installation or configuration;
• Activation or registration;
• Use at the customer location;
• Removal of serial-number or warranty labels;
• Physical damage caused after delivery;
• Loss of original packaging and supplied accessories.

Manufacturer warranties and return procedures may apply directly to third-party hardware.

Third-party charges may include:

• Cloud hosting and server services;
• Domain names and SSL certificates;
• SMS, WhatsApp and email credits;
• Payment gateway or payment-terminal charges;
• Application-store fees;
• Mapping, delivery and marketplace APIs;
• Third-party software licences;
• Hardware procurement and shipping.

Third-party charges are non-refundable once the service, credit, licence, subscription, domain, certificate or product has been ordered, activated, allocated or paid for.

Purchases made directly through an app store, payment provider or other third-party platform are also subject to that provider’s refund rules.

Renewal invoices should be reviewed before payment. Payment of a renewal invoice confirms continuation of the relevant subscription or support plan for the stated period.

A customer who does not wish to renew must send written cancellation notice at least [30 days] before the renewal date.

Where recurring billing is enabled, the customer must cancel within the stated notice period to prevent the next renewal charge.

Renewal fees are ordinarily non-refundable once the renewed service period begins or continued access has been provided.

A cancellation request must be submitted in writing from an authorised customer contact.

The request should include:

• Customer or company name;
• Registered email address and telephone number;
• Invoice, order or subscription reference;
• Product or service being cancelled;
• Reason for cancellation;
• Requested cancellation date;
• Any supporting documents.

Cancellation is effective only after N&T Software confirms it in writing.

The customer remains responsible for charges incurred before the effective cancellation date.

N&T Software may suspend or cancel a service where:

• Payments remain overdue;
• The customer materially breaches an agreement;
• The software is used unlawfully or fraudulently;
• The customer compromises system security;
• The customer abuses staff or support services;
• Use creates a material risk to other customers;
• A third-party provider suspends a required service;
• Continued service is prohibited by law or government order.

Where reasonably possible, N&T Software will provide notice and an opportunity to correct the breach.

A suspension or termination caused by the customer’s breach, unlawful activity or non-payment does not normally create a refund entitlement.

A full or partial refund may be approved where:

• A duplicate payment was received;
• An incorrect amount was charged by N&T Software;
• N&T Software cannot activate the purchased service and no reasonable alternative can be provided;
• N&T Software cancels a prepaid service without customer breach and without delivering the remaining service;
• A refundable portion remains after deducting completed custom-development or implementation work;
• Defective or incorrectly supplied hardware qualifies under this Policy;
• A refund is required under an applicable mandatory law;
• A signed commercial agreement expressly provides for the refund.

Refund eligibility is assessed using account records, accepted scope, project activity, service usage, third-party charges and supporting evidence.

Subject to mandatory applicable rights, the following are ordinarily non-refundable once supplied, activated, consumed or committed:

• Active subscription fees;
• Completed implementation and configuration work;
• Completed training sessions;
• Data migration and data-cleaning services;
• Completed development milestones;
• Approved change requests already started;
• Custom reports and custom integrations;
• Onsite visits and travel expenses;
• Technical consultation and discovery services;
• SMS, WhatsApp, email and API credits;
• Domain, hosting, SSL and software licence charges;
• Payment-gateway and bank charges;
• Installed or used non-defective hardware;
• Taxes already deposited where not recoverable;
• Services suspended because of customer breach.

A customer should report a suspected duplicate or incorrect payment as soon as reasonably possible.

Provide:

• Invoice or order number;
• Payment date and amount;
• Transaction or UTR reference;
• Bank or payment-gateway receipt;
• Details of the alleged duplicate charge.

Once verified, the excess amount may be refunded or, with the customer’s approval, adjusted against an outstanding or future invoice.

Send the refund request to [email protected] with the subject line:

The request must include:

• Customer or legal business name;
• Registered email address;
• Invoice and order reference;
• Payment amount and payment date;
• Transaction reference;
• Product or service involved;
• Detailed reason for requesting the refund;
• Supporting screenshots, documents or correspondence;
• Bank details only where specifically requested securely.

Submitting a request does not automatically guarantee approval.

N&T Software will generally acknowledge a complete refund request within [3 business days].

We aim to complete the initial eligibility review within [7 business days], although complex implementation, hardware or custom-development disputes may require additional time.

After approval, N&T Software will generally initiate the refund within [7 to 10 business days].

The customer’s bank, card issuer or payment provider may require additional time to display the refunded amount.

Refunds will ordinarily be issued to the original payment method or originating bank account.

N&T Software may request reasonable identity, account and payment verification before processing a refund.

Refunds to a different bank account may be considered only where:

• The original payment method cannot receive the refund;
• The authorised customer representative submits a written request;
• Required bank and identity verification is completed;
• The change is legally and operationally acceptable.

Cash refunds will not normally be provided for payments made electronically.

Temporary downtime, maintenance, internet failure, customer hardware failure or third-party service interruption does not automatically qualify for a monetary refund.

Where a Service Level Agreement provides service credits, the stated credit will be the applicable remedy for a qualifying availability failure unless otherwise required by law or agreed in writing.

Service-credit requests must be submitted within the period stated in the applicable Service Level Agreement.

Customers should contact N&T Software before initiating a bank, card or payment-gateway dispute so that the issue can be reviewed directly.

An unsupported or fraudulent chargeback may result in:

• Temporary account suspension;
• Recovery of chargeback and administrative costs;
• Cancellation of the affected service;
• Referral for debt recovery or legal action.

This provision does not prevent a customer from exercising a lawful payment-dispute or consumer-redress right.

Approved refunds may require an invoice adjustment or credit note.

The refundable amount may be adjusted for taxes, withholding, bank charges or payment-processing fees where legally and contractually permitted.

Customers must provide documents reasonably required for tax, accounting and payment reconciliation.

Nothing in this Policy excludes, limits or overrides a refund, replacement, repair, compensation or other remedy that cannot lawfully be excluded.

Where a provision of this Policy conflicts with a mandatory applicable law, the mandatory legal requirement will apply to the extent of the conflict.

The availability of consumer remedies may depend on the customer, purpose of purchase, transaction type, jurisdiction and applicable law.

N&T Software may update this Policy to reflect changes in its products, pricing, payment methods, third-party services, business practices or legal requirements.

The revised Policy will display an updated effective date. Material changes may also be communicated through email, account notice or another reasonable method.

Changes will not retrospectively remove an expressly agreed refund entitlement contained in an existing signed agreement.

Send cancellation, refund and payment-related enquiries to:

N&T Software may request additional information to verify the customer, payment, transaction, authority and refund eligibility.