Refund Policy

1. Summary (quick read)

• Eligible subscription payments may be refunded if you request within 7 days of the charge, subject to the conditions below.
• No refund after 7 days from the payment date for that billing charge.
• If you requested any customization / custom development, refunds (when otherwise eligible) are partial: we deduct time already spent at USD $10 per hour (approximately INR ₹850 per hour).
• Non-refundable items include third-party fees, completed custom deliverables, and usage beyond the eligibility rules.
• Request refunds by emailing support@cafenex.com from your registered account email.

2. Scope of this policy

This Policy covers:

• CafeNex SaaS Subscription fees (monthly, yearly, or other published billing periods).
• Setup or onboarding fees charged by CafeNex, if any, unless a separate written agreement says otherwise.
• Custom development, integrations, migrations, and professional services ordered from CafeNex.
• It does not control refunds for payments your cafe collects from your own gamers (POS, sessions, food). Those are between you and your customers.
• Payment gateway chargebacks are handled under the gateway’s rules and may lead to account suspension if abused.

3. 7-day refund window for subscriptions

• For an eligible Subscription payment, you may request a refund within seven (7) calendar days starting on the date the payment was successfully captured.
• “Payment date” means the date shown on your CafeNex invoice / payment receipt or payment gateway confirmation for that charge.
• The 7-day window applies per charge (for example, a renewal starts a new 7-day window only for that renewal payment—not for older payments).
• After the 7-day window expires, the payment is non-refundable, including if you stop using the product, close your cafe, change software, or are unhappy with a feature that was disclosed as part of the plan.

4. Conditions for a full subscription refund (within 7 days)

Within the 7-day window, we generally offer a refund of the Subscription fee when all of the following are true:

• You request in writing (email) within 7 days of payment.
• You have not commissioned Custom Work that consumed billable hours (see Section 6); or any such hours are zero.
• There is no evidence of fraud, Terms abuse, chargeback abuse, or attempt to obtain free long-term use via repeated refunds.
• You cooperate reasonably with account verification and, if we approve the refund, cessation of access for the refunded period.

5. No refund after 7 days

Except where required by mandatory applicable law, CafeNex does not refund Subscription fees after seven (7) days from the payment date. Examples of non-refundable situations after day 7 include:

• You decided the software is not a fit after extensive use.
• Staff training issues, local device/OEM notification problems, or third-party outages (internet, Firebase, payment gateways).
• Feature requests that are not part of your plan or not yet on the roadmap.
• Business closure, relocation, or seasonal shutdown of your cafe.
• Failure to cancel auto-renewal before the renewal charge, when cancellation controls were available and the renewal already aged beyond 7 days.

6. Partial refunds when customization was requested

If you requested any customization, custom feature work, special integration, data migration, bespoke report, branding beyond standard settings, on-site or remote professional configuration billed as Custom Work, or similar non-standard services—whether started before or during the 7-day window—refunds are adjusted as follows:

• Eligible refund amount = (Subscription or service amount paid that is otherwise refundable) minus (billable custom development time already spent).
• Billable time is measured in hours (and partial hours rounded up to the next 15 minutes, unless we agree otherwise in writing).
• Hourly rate: USD $10 per hour.
• INR equivalent: approximately ₹850 (Indian Rupees) per hour. Where we invoice or deduct in INR, we may use (a) ₹850/hour as a fixed reference rate, or (b) the USD rate converted at a reasonable market exchange rate on the deduction date— we will state which basis we used in the refund calculation.
• Example (USD): You paid $50 for a plan and requested a custom report. We spent 2 hours. Deduction = 2 × $10 = $20. Eligible refund = $50 − $20 = $30 (if still inside the 7-day subscription window and otherwise eligible).
• Example (INR illustration): If the same deduction is applied in INR at ₹850/hour, 2 hours = ₹1,700. That amount is subtracted from the refundable INR payment.
• If custom hours × rate equal or exceed the paid amount, the refundable balance is zero (₹0 / $0). No additional custom fee is charged solely because of a refund request unless separately agreed.
• Time spent on requirements discussion, estimation, coding, testing, deployment, and rework caused by changing requirements may all count as billable custom time.
• If Custom Work was quoted as a fixed project fee and work has substantially begun or been delivered, that fixed fee is non-refundable except at our sole discretion or as required by law.

7. What is never refundable (or rarely refundable)

• Payments older than 7 days (Section 5).
• Third-party costs we cannot recover (payment gateway fees already charged to us may be deducted from any goodwill refund).
• Completed Custom Work deliverables accepted or deployed to your tenant.
• Training sessions already delivered, on-site visits already completed, or third-party licenses purchased on your behalf.
• Fees marked “non-refundable” on a specific invoice or written quote.
• Chargebacks initiated without contacting us first may result in immediate suspension and denial of future refunds.

8. Trials and free plans

• Free trials and free tiers have no Subscription payment to refund.
• If you convert from trial to paid, the 7-day window starts on the paid charge date, not the trial start date.
• Abuse of trials (multiple accounts to obtain repeated free periods) may lead to termination without refund of any subsequent paid periods beyond this Policy.

9. Renewals and cancellations

• You may cancel auto-renewal so you are not charged for the next period; cancellation stops future charges but does not by itself refund the current period after day 7.
• If a renewal payment is captured and you request a refund within 7 days of that renewal payment, Sections 3–6 apply to that renewal charge.
• Cancel via your billing/subscription UI where available, or by emailing support from the owner account.

10. How to request a refund

• Email support@cafenex.com with subject line: Refund request – [Cafe / Tenant name].
• Include: registered email, cafe name/domain, payment date, amount, payment reference / invoice ID, reason for refund, and whether any custom work was requested.
• We may ask for additional verification.
• Approved refunds are issued to the original payment method when possible (Razorpay / card / UPI pathway). Timing depends on banks and gateways (often several business days).
• You will receive a written calculation if custom hours are deducted.

11. Service issues and goodwill

If you experience a verified, severe platform outage or billing error caused by CafeNex, contact support immediately. We may, at our discretion, offer service credits, partial refunds, or other remedies even outside the standard rules when fairness requires it. Goodwill remedies are not an admission of liability and do not waive the Terms of Service liability limits.

12. Mobile apps and Google Play

• CafeNex staff mobile apps are typically distributed to support a paid or trial CafeNex Subscription, not as a separate consumer in-app purchase catalog.
• If any future purchase is made through Google Play Billing, Google’s refund mechanisms may also apply according to Google’s policies; this Policy still governs your relationship with CafeNex for SaaS access.
• Uninstalling the app does not automatically cancel your web Subscription or trigger a refund.

13. Taxes

If a refund is issued, any tax component will be handled in accordance with applicable tax rules and the payment provider’s capabilities. You remain responsible for tax obligations arising from your own cafe sales to End Users.

14. Changes to this Refund Policy

We may update this Policy from time to time. The “Last updated” date will change when we do. The version in effect on the date of your payment generally governs that payment, unless a change is required by law.

15. Contact

Refund and billing questions: support@cafenex.com. You may also reach us on WhatsApp via the contact options published on https://cafenex.com. Please allow reasonable time for review before escalating to a payment dispute.