ServOS Refund Policy Operated by: Point-of-Sale Unified Partners Limited (company number 16872285), registered in England and Wales, trading as “ServOS” (“ServOS”, “we”, “us”, “our”). Contact: [support@serv-os.app] | Website: https://www.serv-os.app Effective date: 7 July 2026 | Version: 1.0
1.1 This Refund Policy explains when fees paid to ServOS are and are not refundable. It forms part of, and should be read with, the ServOS Terms and Conditions and the Merchant Services Agreement. Capitalised terms have the meaning given in the Terms and Conditions.
1.2 Business customers. The Service is supplied to businesses, not consumers. The consumer cancellation and “cooling-off” rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 do not apply to this agreement, except where the law says they cannot be excluded. Nothing in this policy affects any rights you have that cannot be excluded by law.
1.3 This policy covers three categories of payment: ● Subscription and platform fees (your monthly Plan fee and per-Device fees); ● Hardware (terminals, readers, printers, kiosks and other equipment); and ● Card processing and transaction-related charges (handled via our Payment Processors).
1.4 This policy concerns refunds of amounts you pay to ServOS. It does not govern refunds you give to your own customers; those are governed by Section 5 (refunds you issue to your customers) and by the Merchant Services Agreement.
2.1 Paid in advance, non-refundable. Subscription Fees and per-Device fees are billed in advance and are generally non-refundable, including for partial months. When you cancel, you keep access to the paid features until the end of the period you have already paid for, and you will not be charged for the next period.
2.2 No pro-rata refunds. We do not provide pro-rata refunds for unused time in a billing period, for Devices you stop using mid-period, or where you downgrade Plan mid-period. Downgrades and Device reductions take effect from your next billing date.
2.3 The Free plan. The Free plan carries no Subscription Fee, so no Subscription-Fee refund arises. Card Processing Fees on the Free plan are non-refundable except as set out in Section 4.
2.4 Annual or committed plans. Where you have agreed an annual, prepaid or minimum-term plan in an order form, fees for the committed term are non-refundable on early cancellation, and any early-termination terms in the order form apply.
2.5 Service-fault exception. If the Service has a material fault that we cannot resolve within a reasonable time and that prevents you from using a core feature of your Plan, you may ask us to review your case. Where we agree, at our reasonable discretion, we may issue a credit or a partial refund of the Subscription Fee for the affected period as your sole and exclusive remedy. This does not apply to faults caused by your equipment, connectivity, configuration, or third-party services.
2.6 Billing errors. If we charge you in error (for example a duplicate charge or a charge after valid cancellation), we will refund the incorrect amount once verified. Please report suspected billing errors within 60 days of the charge.
3.1 Faulty Hardware. If Hardware we supplied is faulty on arrival or develops a fault covered by the manufacturer’s warranty, we will arrange repair or replacement, or where neither is practicable, a refund of the amount you paid for that item. This does not affect your non-excludable statutory rights regarding the satisfactory quality of goods.
3.2 Change-of-mind returns. Hardware purchased outright may be returned for a refund only if: (a) you request the return within 14 days of delivery; (b) the item is unused, undamaged, and returned in its original packaging with all accessories; and (c) it is returned at your cost using a tracked method. We may deduct a reasonable amount for any reduction in value caused by handling beyond what is necessary to inspect the item, or refuse a refund where the item has been used in live trading. Bespoke, configured or special-order Hardware is non-returnable except where faulty.
3.3 Delivery and ancillary charges. Delivery charges, configuration fees, test-card packs and similar ancillary costs are non-refundable except where the related Hardware was faulty.
3.4 Financed Hardware — no refund of part-payments on early exit. Where Hardware is supplied under a financing or instalment arrangement, title remains with us until the price is paid in full (see Terms and Conditions, clause 6). If you stop using the Service or your agreement ends before the Hardware is fully paid for, then even if you have paid almost the entire price: ● the Hardware remains our property and amounts you have already paid towards it are not refundable; and ● you must either return all such Hardware to us promptly and in good working order (fair wear and tear excepted), or pay the entire outstanding balance for all installed Hardware immediately as a single sum, at our election.
3.5 Failure to return. If you do not return our Hardware within 14 days of our request, we may invoice you for the full outstanding balance of all such Hardware and recover it from your settlement funds or by other lawful means.
4.1 How processing fees work. Card Processing Fees are charged per transaction by, or through, our regulated Payment Processors (currently Ryft Pay Ltd and/or Stripe). They cover the cost of accepting and settling card and electronic payments and are deducted as set out in the Merchant Services Agreement.
4.2 Processing fees are non-refundable. Card Processing Fees relate to services already performed (the processing of a transaction) and are generally non-refundable, including where you later refund the underlying sale to your customer.
4.3 Refunds you issue to customers. When you refund a sale to your own customer through the Service, the refund is routed back through the original Payment Processor to the original payment method. The processing fee on the original sale is not returned to you unless the relevant Payment Processor’s rules provide otherwise.
4.4 Chargebacks. If a customer disputes a transaction, the disputed amount and any chargeback handling fee may be debited from your settlement funds. Chargeback handling fees are set by the Payment Processor and are non-refundable, even if the dispute is later resolved in your favour, except where the processor’s rules provide for their return. Chargebacks are governed by the Merchant Services Agreement.
4.5 Processor fees and reserves. Settlement timing, foreign-exchange charges, payout fees, reserves and holds are determined by the Payment Processor under your agreement with them. We do not control and cannot refund amounts retained, charged or delayed by a Payment Processor, card scheme or bank.
5.1 You are responsible for setting and honouring your own refund, cancellation and customer-service policy with your customers, in line with consumer law that applies to your business.
5.2 The Service provides tools to issue refunds and voids. You are responsible for ensuring only authorised staff can issue them and for the accuracy of refunds you process. Refunds you issue reduce your settlement and are processed back through the original Payment Processor.
5.3 We are not a party to the contract between you and your customer and are not responsible for refunds you owe to your customers.
6.1 To request a refund covered by this policy, contact us at [support@serv-os.app] with your account details, the charge in question, and the reason for your request.
6.2 We aim to acknowledge refund requests within 5 business days and to resolve them within 30 days. Approved refunds are made to the original payment method where possible.
6.3 Where a request concerns amounts handled by a Payment Processor (for example settlement, chargebacks or processor fees), we will direct you to the correct process, which may be governed by the Payment Processor’s own terms.
7.1 We may update this Refund Policy from time to time. We will give reasonable notice of material changes. The version in force at the time of your payment applies to that payment.
8.1 This Refund Policy is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from it. This document is provided as a draft template for Point-of-Sale Unified Partners Limited (trading as ServOS). It is not legal advice and should be reviewed and approved by a qualified solicitor before publication or use.