4. Refund & Cancellation Policy

4.1 Scope

This Refund & Cancellation Policy applies to subscription, activation, setup and service fees charged directly by THYNKR SYSTEMS LTD for PalletPOS and Pallet Back Office.

It does not govern refunds the Customer owes to its own buyers for goods or services sold through PalletPOS.

4.2 Business Customers

PalletPOS and Pallet Back Office are principally supplied to businesses.

Unless mandatory law, an Order Form or another written agreement provides otherwise, business customers do not receive a general consumer cooling-off right merely because a subscription or service was purchased online.

4.3 Starter, Free, Trial or Promotional Access

Where a plan includes free, trial or promotional access:

• the applicable duration or entitlement will be stated at sign-up or in the promotion;
• duplicate or abusive trials may be refused;
• access may end automatically at expiry;
• unused promotional value has no cash value; and
• an activation or setup fee may remain non-refundable where the activation work has already been performed.

4.4 Subscription Cancellation

A Customer may cancel a subscription through available account controls or the designated support channel.

Unless otherwise stated:

• cancellation takes effect at the end of the current paid billing period;
• access continues until that date;
• the subscription will not renew after effective cancellation; and
• no partial refund is issued for unused days in the current period.

4.5 Refund Eligibility

THYNKR may issue a full or partial refund where:

• required by law;
• THYNKR made an incorrect duplicate charge;
• THYNKR charged after a cancellation had validly taken effect;
• a paid Service was materially unavailable due to a THYNKR-controlled issue for a prolonged period and an applicable SLA or written agreement provides a remedy;
• THYNKR expressly agrees to a refund as a commercial resolution; or
• an Order Form or MSA expressly provides a refund right.

A refund is generally not available merely because:

• the Customer changed its mind;
• the Customer did not use the Service;
• the Customer failed to cancel before renewal;
• staff did not adopt the Service;
• the Customer’s internet, hardware or environment was unsuitable;
• a third-party service outside THYNKR’s control was unavailable;
• the Customer was suspended for breach;
• a planned feature was not yet released; or
• the Customer expected functionality not included in its purchased package.

These exclusions are subject to mandatory law and express contractual commitments.

4.6 Activation, Setup and Implementation Fees

Where an activation, setup, migration, configuration or implementation fee applies, the fee may become non-refundable once the relevant work has started or been completed.

If THYNKR cannot provide an agreed paid setup service for reasons within THYNKR’s control, THYNKR may refund the affected unperformed portion.

4.7 Annual Plans

Unless stated otherwise, annual subscriptions are committed for the annual term and are non-refundable after purchase or renewal except where this Policy, the Agreement or mandatory law expressly provides otherwise.

Any advertised annual discount, including promotional free months, forms part of the annual price and does not create a monthly cancellation right.

4.8 Upgrades and Downgrades

Upgrade charges may be prorated.

Downgrades generally apply from the next renewal date and do not create an automatic refund for the current billing period.

4.9 Payment-Processing and Usage Fees

Fees already incurred for completed payment processing, communications, transaction services, usage-based services or other metered third-party services are generally non-refundable once consumed, except where charged incorrectly or where law requires otherwise.

4.10 Customer’s Own Sales Refunds

For sales made by a Customer through PalletPOS:

• the Customer is normally the seller;
• the Customer determines whether a refund is due for its own goods or services under applicable law and its policies;
• PalletPOS may provide software enabling the Customer to initiate or record a refund; and
• the time for refunded money to appear may depend on the PSP, card network or bank.

THYNKR may assist with technical processing but does not assume the Customer’s underlying obligation to its buyer unless expressly agreed.

4.11 Chargebacks

Initiating a chargeback does not automatically establish that a THYNKR fee or Customer transaction was invalid.

THYNKR may provide transaction and service records to a PSP, card network or bank to contest an incorrect chargeback where permitted.

4.12 Refund Method

Approved refunds will normally be returned to the original payment method where practicable.

Processing times depend on banks, payment providers and card schemes.

4.13 Requesting a Refund

Requests should include:

• business name;
• account email;
• invoice or transaction reference;
• amount;
• reason; and
• relevant supporting information.

Contact: [email protected]