1. Introduction
This Refund Policy ("Policy") outlines the terms and conditions under which BPOS ("we", "us", or "our") provides refunds for payments made for our Point of Sale (POS) service. Please read this Policy carefully before making any payments.
By using BPOS and making payments through our Service, you agree to this Refund Policy. If you do not agree with this Policy, please do not use our Service.
2. Service Fee Structure
BPOS operates on a per-invoice billing model:
- You are charged LKR 5.00 for each completed invoice processed through the system
- Fees are calculated monthly based on the number of invoices created in the previous completed month
- Fees are due by the end of the month following the billing period
- Payments are processed through PayHere payment gateway
This Policy applies to all fees paid for the BPOS Service, including monthly subscription fees and any other charges.
3. General Refund Policy
3.1 No Automatic Refunds
As a general rule, all payments made to BPOS are non-refundable. This includes:
- Monthly service fees based on invoice counts
- Payments made through PayHere
- Bank transfer payments
- Any other fees or charges
This policy is in place because:
- Fees are calculated based on actual usage (invoices created)
- Service is provided immediately upon payment
- Costs are incurred for database storage, server resources, and payment processing
3.2 Exceptions
Refunds may be considered in the following exceptional circumstances:
- Duplicate payments (same invoice paid twice)
- Technical errors resulting in incorrect charges
- Service unavailability for extended periods (more than 48 hours) due to our fault
- Unauthorized transactions (subject to verification)
- Other circumstances at our sole discretion
4. Refund Eligibility
4.1 Duplicate Payments
If you accidentally make a duplicate payment for the same billing period, you may request a refund of the duplicate amount. To be eligible:
- You must provide proof of duplicate payment (transaction IDs, receipts)
- The request must be made within 30 days of the duplicate payment
- Both payments must be for the same billing period
4.2 Technical Errors
If you are charged incorrectly due to a technical error on our part, you may be eligible for a refund or credit. Examples include:
- Incorrect invoice count calculation
- System errors causing multiple charges
- Payment processing errors
We will investigate all claims of technical errors and provide appropriate resolution.
4.3 Service Unavailability
If the Service is unavailable for more than 48 consecutive hours due to our fault (not including scheduled maintenance or force majeure events), you may be eligible for a partial refund or service credit. To be eligible:
- The unavailability must be due to our technical failure
- The unavailability must exceed 48 consecutive hours
- You must report the issue within 7 days of the incident
- You must provide evidence of the unavailability
4.4 Unauthorized Transactions
If you believe a payment was made without your authorization, contact us immediately. We will investigate the claim and may provide a refund if the transaction is confirmed to be unauthorized. You may also need to:
- Contact your bank or payment provider
- File a dispute with PayHere if payment was made through their gateway
- Provide documentation supporting your claim
5. Non-Refundable Situations
The following situations are not eligible for refunds:
- Change of Mind: If you decide you no longer want to use the Service
- Non-Usage: If you do not use the Service after payment
- Account Suspension: If your account is suspended due to Terms of Service violations
- Overdue Payments: Late fees or penalties for overdue payments
- Third-Party Issues: Problems with PayHere or other third-party services
- Data Loss: Loss of data due to user error (we recommend regular backups)
- Service Modifications: Changes to Service features or pricing
- Force Majeure: Service interruptions due to events beyond our control
- User Errors: Mistakes made by users in using the Service
- Termination: Account termination by you or us (subject to data retention policy)
6. Refund Request Process
6.1 How to Request a Refund
To request a refund, you must:
- Contact us within 30 days of the payment date
- Provide the following information:
- Your Store name and account email
- Payment transaction ID or receipt
- Date and amount of payment
- Reason for refund request
- Supporting documentation (if applicable)
- Wait for our review and response (typically 5-7 business days)
6.2 Contact Information
Submit refund requests through:
- Email: refunds@bpos.lk
- WhatsApp: +94 70 767 6576
- Support Email: support@bpos.lk
6.3 Review Process
After receiving your refund request:
- We will acknowledge receipt within 2 business days
- We will review your request and investigate the circumstances
- We may request additional information or documentation
- We will provide a decision within 7-14 business days
- If approved, the refund will be processed within 5-10 business days
7. Refund Processing
7.1 Refund Methods
Refunds will be processed using the same payment method used for the original payment:
- PayHere Payments: Refunds will be processed through PayHere and credited back to your original payment method (credit/debit card or digital wallet)
- Bank Transfers: Refunds will be processed via bank transfer to your original account
- Other Methods: Refunds will be processed using the original payment method when possible
7.2 Processing Time
Refund processing times vary by payment method:
- PayHere (Credit/Debit Cards): 5-10 business days
- PayHere (Digital Wallets): 3-7 business days
- Bank Transfers: 7-14 business days
Processing times may vary depending on your bank or payment provider. We are not responsible for delays caused by third-party payment processors.
7.3 Refund Amounts
Refunds will be issued for the full amount paid, minus:
- Any non-refundable transaction fees charged by payment processors (if applicable)
- Any amounts already used or consumed
In some cases, we may issue a service credit instead of a monetary refund, which can be applied to future payments.
8. PayHere Payment Disputes
If you made a payment through PayHere and wish to dispute the transaction, you have the following options:
8.1 Contact Us First
We recommend contacting us first to resolve any payment issues. We can often resolve disputes more quickly than going through PayHere's dispute process.
8.2 PayHere Dispute Process
If you need to file a dispute with PayHere:
- Contact PayHere directly through their customer support
- Provide your transaction ID and payment details
- PayHere will investigate the dispute according to their policies
- We will cooperate with PayHere's investigation
Note: PayHere's dispute resolution process is separate from our refund policy and is subject to PayHere's terms and conditions.
9. Account Termination and Refunds
If you terminate your account or we terminate your account:
- You will remain responsible for all fees incurred up to the termination date
- No refunds will be issued for payments already made
- You will not be charged for future billing periods after termination
- Your data will be retained for 30 days, after which it may be permanently deleted
If your account is terminated due to Terms of Service violations, you are not eligible for any refunds.
10. Service Credits
In some cases, instead of a monetary refund, we may issue a service credit that can be applied to future payments. Service credits:
- Can be applied to future monthly fees
- Do not expire (unless otherwise specified)
- Cannot be converted to cash
- Are non-transferable
11. Changes to This Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify you of material changes by:
- Posting the updated Policy on our website
- Sending an email to your registered email address
- Displaying a notice within the Service
Your continued use of the Service after changes to this Policy constitutes acceptance of the updated Policy.
12. Contact Us
If you have any questions about this Refund Policy or wish to request a refund, please contact us:
- Refund Inquiries: refunds@bpos.lk
- General Support: support@bpos.lk
- WhatsApp: +94 70 767 6576
We aim to respond to all refund requests within 5-7 business days.
13. Governing Law
This Refund Policy shall be governed by and construed in accordance with the laws of Sri Lanka. Any disputes arising from this Policy shall be resolved in accordance with our Terms and Conditions.