Refund Policy

1. Paddle as Merchant of Record

All purchases of VoidPOS and VoidPOS Go subscriptions are sold and billed by Paddle.com Market Limited, acting as the Merchant of Record. Paddle handles payment collection, tax calculation and remittance (including VAT/GST where applicable), and refund processing on our behalf. Your payment method, billing address, and transaction records are held by Paddle, not by VoidPOS — see our Privacy Policy for details.

This means refunds are issued back to your original payment method through Paddle, and any refund approved under this policy is executed by Paddle once we confirm eligibility.

2. Products Covered

This Refund Policy applies to all subscription purchases across both of our products:

The same eligibility rules, timelines, and request process apply to both products unless stated otherwise below.

3. First-Time Purchase Guarantee

If you are unhappy with VoidPOS or VoidPOS Go for any reason, you may request a full refund of your first payment on any plan, provided the request is made within 14 calendar days of that payment. We do not require a reason, but feedback is always welcome and helps us improve the product.

This guarantee applies once per customer/business, on each product. It covers your first payment only — it is not renewed each time you resubscribe after cancelling, and it is separate between VoidPOS (web) and VoidPOS Go (i.e. a first-time guarantee used on one product does not carry over to the other).

4. Renewal & Recurring Payments

Subscriptions renew automatically at the end of each billing period (monthly or yearly, per your plan) until cancelled. Renewal payments are generally non-refundable — we send a renewal reminder email before each charge, and you can cancel at any time before the renewal date from your dashboard (web) or the app / go.voidpos.com (VoidPOS Go) to avoid being charged again.

If you cancel after a renewal charge has already been processed, you retain access for the remainder of that billing period, but the renewal payment itself is not refunded except where Section 5 applies.

5. Exceptions We Will Always Consider

Regardless of the 14-day window, we will review a refund request at any time if:

• Billing error: you were charged the wrong amount, charged twice for the same period, or charged after a successful cancellation.
• Technical failure on our side: a verified bug or outage prevented you from using the Service for a material part of the billing period, and we were unable to resolve it in reasonable time.
• Unauthorised purchase: the subscription was purchased without your authorisation (e.g. compromised account) and reported promptly.
• Legal requirement: a refund is required under the consumer protection law of your country or region.

We assess these in good faith on a case-by-case basis and will ask for reasonable supporting detail (e.g. dates, screenshots, order reference) to process the request quickly.

6. Non-Refundable Circumstances

Refunds are not available in the following cases, except where required by applicable law:

• Renewal payments outside the exceptions listed in Section 5
• Change of mind after the 14-day first-purchase window has passed
• Non-use of the Service during a billing period you were subscribed for
• Account suspension or termination due to a violation of our Terms of Service
• Dissatisfaction with a feature that was accurately described before purchase
• Inability to use the Service due to unsupported hardware, an unsupported/rooted Android build, or lack of internet connectivity where sync was required

7. Free Trials

VoidPOS (web) offers a 14-day free trial on new accounts; no payment is collected during the trial, so there is nothing to refund until you actively subscribe at the end of it. VoidPOS Go does not currently offer a free trial — the 14-day first-purchase guarantee in Section 3 is the applicable protection for new VoidPOS Go subscribers.

8. How to Request a Refund

To request a refund, email [email protected] with:

• The email address or account used to subscribe
• Which product (VoidPOS or VoidPOS Go) and plan
• Your Paddle order/transaction reference (found in your payment confirmation email or receipt)
• The reason for the request (optional for first-time purchases, required for exception cases under Section 5)

You may also request a refund directly through the receipt/confirmation email Paddle sends after every payment, which includes a self-service link where supported.

9. Refund Processing & Timelines

We aim to review every refund request within 2 business days. Once approved, Paddle processes the refund back to your original payment method, which typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer.

Approved refunds result in immediate loss of access to the paid plan’s features, and your account or device(s) revert to unsubscribed status. Your data is not deleted as part of a refund — see our Privacy Policy for how to separately delete your account and data.

10. Cancellation vs. Refund

Cancelling stops future renewal charges but does not, by itself, refund any payment already made — you keep access until the end of the period you already paid for. A refund reverses a specific payment and ends access immediately once processed. See Section 5.5 (VoidPOS web) and Section 3.1/5.5 (VoidPOS Go) of our Terms of Service for how to cancel.

11. Chargebacks & Payment Disputes

If you believe you were charged in error, please contact us first at [email protected] so we can resolve it directly and quickly. Filing a chargeback with your bank or card issuer without contacting us first may result in immediate suspension of your account while the dispute is investigated by Paddle, and can delay resolution compared to a direct refund request.

12. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our products, plans, or applicable law. The “Last updated” date at the top of this page reflects the most recent revision. Material changes will be announced by email or an in-product notice.

13. Contact Us

For refund requests or questions about this policy, contact us:

• Email: [email protected]
• Website: https://voidpos.com

We aim to respond to all refund requests within 2 business days.