Refund & Cancellation Policy

This policy explains how RetailOS manages subscriptions, billing, cancellations, refunds, upgrades, downgrades, and implementation services. All RetailOS subscription payments are collected via bank transfer and verified manually by our admin team, so our terms differ from platforms that use automated card processing. Please read this policy carefully before submitting a payment. It should be read alongside our Terms of Service.

1. Billing Cycle

Subscription fees are billed in advance for each cycle. Your subscription renews on the same date each billing period, and your first invoice is prorated from your activation date up to that renewal date.

Example: if you activate on 1 June and your renewal date is the 25th, your first invoice covers 1–25 June (prorated), and every renewal after that falls on the 25th of the month. A single, fixed renewal date keeps invoice management simple and predictable.

2. Cancellation Policy

You may cancel your subscription at any time. There is no long-term contract and no cancellation penalty. What happens to your access and any refund depends on when you cancel:

3. Upgrade Policy

You may upgrade your plan at any time. Upgrades take effect immediately once the upgrade payment is verified:

• Additional stores, users, or higher-tier features are activated right away.
• Only the prorated difference for the remaining billing period is charged.
• The new plan price applies in full from your next billing cycle.

Example: upgrading from a Starter plan to a Professional plan halfway through the cycle gives you immediate access to the Professional plan, charges the prorated difference for the remaining days, and bills future renewals at the Professional rate.

4. Downgrade Policy

• You may request a downgrade at any time; it takes effect from your next billing cycle.
• Your current features and billing remain unchanged until the current period ends.
• No refund is issued for unused time in the current cycle.
• If your usage (stores, products, or users) exceeds the lower plan's limits, accounts over the limit become read-only until usage is reduced. Your data remains securely stored and is never deleted by a downgrade.

5. Eligibility for Refunds

Outside the cancellation scenarios above, refunds are only considered in these specific circumstances:

5.1 Duplicate Payment

If you accidentally submitted two payments for the same billing cycle (same plan, same period), we will refund the excess amount in full.

Evidence required: Both payment reference numbers and bank transaction receipts.

5.2 Overpayment

If the transferred amount exceeds the plan price for the selected cycle, the excess amount will be:

• Applied as a credit toward your next billing cycle, or
• Refunded to your originating bank account at your request.

5.3 Service Unavailability

If the RetailOS platform was demonstrably unavailable (not accessible) for more than 72 consecutive hours due to a fault on our side (not scheduled maintenance, third-party outages, or force majeure) during an active paid period, you may request a proportional credit or partial refund for the affected period.

Evidence required: Date and time range of the outage, with supporting screenshots or logs.

6. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Early cancellation — You decide to stop using the Service before your current subscription cycle ends.
• Unused portion of a plan — You do not use all the features or capacity your plan allows.
• Account suspension due to ToS violation — Your account was suspended for breaching our Terms of Service.
• Change of mind — You change your mind after a subscription has been verified and activated.
• Incorrect payment submission — You submitted the wrong amount, wrong reference number, or transferred to the wrong account due to your own error.
• Plan downgrade — Switching to a lower plan does not entitle you to a refund for remaining days on the current plan.
• Implementation fee — The one-time setup fee is non-refundable once implementation work has commenced (see Section 8).
• Expired requests — Refund requests submitted more than 30 days after the payment date will not be considered.

7. Refund Process

To request a refund, follow these steps:

• Email us at contact@idenbrid.com with the subject line: Refund Request – [Your Business Name]
• Include the following in your email:
  • Business name and registered email address
  • Payment reference number(s)
  • Bank name and account title used for the transfer
  • Clear reason for the refund request
  • Scanned receipt or screenshot of the bank transaction (if available)
• Our billing team will review your request within 3 business days and respond with an approval or rejection, including a reason if rejected.
• Approved refunds are processed within 5–7 business days after approval and transferred to your original bank account.

8. Implementation & Startup Fee

A one-time implementation fee may apply depending on the plan you select. Implementation services may include:

• System configuration and store/branch setup
• Owner, manager, and staff account setup
• Data migration assistance (products, categories, customers)
• Staff onboarding and training
• Receipt and label template customization
• SMS / notification setup
• Go-live support

The implementation fee is charged once and is non-refundable after implementation work has commenced.

9. Billing Terms

• Monthly and annual subscription plans are available.
• Annual subscriptions may qualify for discounted pricing.
• Subscription fees are billed in advance for each cycle.
• Failed or overdue payments may result in temporary service suspension until payment is received.
• Applicable taxes and statutory charges are added where required.

10. Rejected Payments

If your payment is rejected by our admin team (e.g. amount mismatch, unverifiable reference), you will be notified via the portal. A rejected payment:

• Does not activate or extend your subscription.
• Is not automatically refunded (the funds remain in your bank account as the transfer was not completed on our end, or if transferred, a reversal process will be initiated).

Contact contact@idenbrid.com immediately if you believe a payment was incorrectly rejected.

11. Governing Law

This Refund & Cancellation Policy forms part of, and is governed by the same governing law and jurisdiction as, our Terms of Service — the laws of the Islamic Republic of Pakistan, with the courts of Lahore, Punjab having exclusive jurisdiction over any dispute.

12. Contact

For all billing, cancellation, and refund queries:

• Email: contact@idenbrid.com
• Phone: +92 034041221
• Address: IDENBRID INC., B1F, Building No. 176, Y Block, Street 11, DHA Phase 3, Lahore, Pakistan

Our billing team aims to respond to all enquiries within 1 business day.