1. Introduction

This Refund Policy explains the conditions under which Invoco will issue refunds for subscriptions to our Restaurant POS service. This Policy is part of our Terms of Service and complies with Singapore's Consumer Protection (Fair Trading) Act.

2. Eligibility for Refunds

14-Day Money-Back Guarantee (First-Time Subscribers Only)

100% Money-Back Guarantee

If you're a first-time subscriber, you can request a full refund within 14 days of your initial subscription purchase.

Requirements:

You must be a first-time subscriber (new to Invoco)
You have not processed more than 10 orders via the Service
You contact us within the 14-day period

How to Request a Refund:

Email [email protected] with subject: "Refund Request - [Your Account Email]"
Include your account details and reason for refund
We will respond within 5 business days

Refund Method: Original payment method (via Stripe)
Processing Time: 5-10 business days

Pro-Rata Refunds for Annual Subscriptions

Cancel Anytime, Get Partial Refund

If you subscribed to an annual plan and cancel mid-year, you may be eligible for a pro-rata refund of unused months.

Requirements:

You have been subscribed for at least 3 months
You have not violated our Terms of Service or Acceptable Use Policy
You cancel at least 30 days before your renewal date

How It's Calculated:

Refund Amount = (Annual Fee ÷ 12) × Unused Months

Example:

Annual Fee: SGD $1,200
Months Used: 6
Unused Months: 6
Refund: ($1,200 ÷ 12) × 6 = SGD $600

How to Request a Pro-Rata Refund:

Cancel your subscription via your Account dashboard
Email [email protected] with subject: "Pro-Rata Refund Request"
We will calculate the refund and respond within 7 business days

Refund Method: Original payment method or bank transfer
Processing Time: 10-15 business days

Non-Refundable Situations

We do NOT issue refunds in these cases

Please review carefully before subscribing.

Situation	Reason
Monthly subscriptions	Non-refundable after payment
After 14-day guarantee period	Applies to first-time subscribers only
Extensive use (>50 orders or >3 months)	Significant service usage
Violation of Terms or AUP	Account terminated for policy violations
Third-party fees (Stripe)	Transaction fees are non-refundable
Partial months	No refunds for partial months (except pro-rata for annual)
Downtime or service issues	Covered by Service Level Agreement, not refunds

3. Refund Process

Step 1: Submit Request

Email [email protected] with subject "Refund Request". Include: Account email, subscription plan, date of purchase, and reason for refund.

Step 2: Verification

We verify your eligibility within 5 business days. We may request additional information (e.g., order history, usage logs).

Step 3: Approval or Denial

You'll receive a confirmation email with the refund amount and timeline (if approved), or an explanation and alternatives (if denied).

Step 4: Refund Issued

Refunds are processed via your original payment method (Stripe). Allow 5-10 business days for the refund to appear in your account.

Partial Refunds

In some cases, we may issue a partial refund if:

You have used the Service moderately but have a valid complaint
There was a billing error or overcharge
Circumstances warrant goodwill consideration

Partial refunds are determined on a case-by-case basis.

4. Exceptions and Special Circumstances

Billing Errors

If you were charged incorrectly due to a system error, we will issue a full refund regardless of circumstances.

Service Outages

If the Service is unavailable for >24 consecutive hours due to our fault, you may request a credit (not a refund) equivalent to 1 month of subscription fees.

Chargebacks (Important)

Do NOT Initiate a Chargeback Without Contacting Us First

If you initiate a chargeback with your bank or credit card company without first contacting us, we reserve the right to:

Suspend your account immediately
Pursue legal action to recover costs
Report the chargeback as fraudulent

Always contact us first at [email protected] to resolve disputes.

5. Non-Refundable Items

The following are never refundable:

Stripe transaction fees (charged by Stripe, not Invoco)
Third-party integration fees (if applicable)
Custom development or consulting services (if purchased separately)

6. Taxes and Fees

GST: If you are GST-registered and paid GST on your subscription, refunds will include GST
Exchange Rates: Refunds are issued in the original currency (SGD)

7. Consumer Rights (Singapore)

Under Singapore's Consumer Protection (Fair Trading) Act, you have the right to:

Fair and transparent refund policies
Clear disclosure of refund terms before purchase
Seek recourse via the Consumers Association of Singapore (CASE) or Small Claims Tribunals

Consumers Association of Singapore (CASE)

Website: https://www.case.org.sg
Email: [email protected]
Hotline: 6100 0315

8. Contact Us

For refund requests or questions about this policy, contact:

Invoco

Email: [email protected] (refunds & billing) · [email protected] (disputes)
Website: https://pos.invoco.org

Response Time: 5 business days for initial response; 10-15 business days for refund processing