REFUND & CANCELLATION POLICY

1. Scope

1.1 This Policy applies only to VENTA subscriptions and related VENTA services.

1.2 This Policy does not apply to:

a. third-party hardware, peripherals, printers, scanners, servers, networking equipment, or devices;

b. third-party payment gateways, delivery aggregators, SMS, email, WhatsApp, cloud, AI, accounting, or other third-party services;

c. domain registration, hosting, website services, or other non-VENTA services supplied by XploroTech under a separate agreement; or

d. services governed by a separate written commercial agreement.

1.3 The Customer should review its applicable Order Form, invoice, quotation, subscription plan, and payment terms before making payment.

2. Subscription Cancellation

2.1 The Customer may choose not to renew a VENTA subscription by giving written notice to XploroTech before the renewal date.

2.2 Unless the applicable Order Form states a different notice period, the Customer must submit a non-renewal request at least thirty (30) calendar days before the end of the current Subscription Term.

2.3 Cancellation or non-renewal will normally take effect only at the end of the active paid Subscription Term.

2.4 The Customer will continue to have access to the subscribed Services until the end of the active paid Subscription Term, unless access is suspended or terminated earlier under the MSA.

2.5 Cancellation does not automatically result in a refund of fees already paid.

2.6 If the Customer has agreed to automatic renewal through an Order Form, subscription record, payment mandate, or other written arrangement, the Customer must submit its non-renewal request before the applicable renewal deadline.

2.7 Requests to cancel must be sent from the Customer’s registered administrator, authorised signatory, billing contact, or another person authorised by the Customer.

3. Non-Refundable Charges

Except where expressly stated in this Policy, an Order Form, or required by applicable law, the following amounts are non-refundable once paid, commenced, delivered, activated, reserved, or made available:

a. subscription fees for an active paid Subscription Term;

b. implementation, onboarding, installation, configuration, setup, deployment, migration, and go-live charges;

c. training, consultation, project-management, travel, onsite visit, customisation, enhancement, and professional-service charges;

d. integration, API, connector, marketplace, data-import, data-cleaning, and data-migration charges;

e. Xploro AI setup, AI usage, AI service, model-provider, consumption, or related charges;

f. third-party charges, including payment gateway, SMS, WhatsApp, email, cloud, hosting, delivery aggregator, accounting, hardware, licence, or provider fees;

g. charges for services already delivered, performed, consumed, reserved, or made available;

h. fees relating to unused licences, unused users, unused terminals, unused outlets, unused modules, unused AI capacity, or unused subscription time; and

i. taxes, levies, duties, bank charges, payment-gateway charges, foreign-exchange charges, or other charges that cannot legally or practically be recovered by XploroTech.

4. Limited Refund Eligibility

4.1 A refund may be considered only in the following circumstances:

a. the Customer has made a duplicate payment for the same invoice or subscription period;

b. XploroTech has received a payment in error due to a verified billing or invoicing mistake attributable to XploroTech;

c. XploroTech has charged the Customer for a Service that was not ordered, activated, delivered, or made available, and the issue cannot reasonably be corrected through a credit adjustment, corrected invoice, or service adjustment; or

d. a refund is required by applicable law.

4.2 Refund eligibility will be determined by XploroTech after reviewing the relevant Order Form, invoice, subscription record, payment evidence, service-delivery record, support history, and other relevant information.

4.3 XploroTech may correct a verified billing issue through a credit note, corrected invoice, account adjustment, future-invoice adjustment, extension of service, or other reasonable remedy instead of a cash refund, where legally permitted.

4.4 No refund is payable merely because:

a. the Customer did not use the Services;

b. the Customer changed its business model, outlet, location, staff, ownership, or operating requirements;

c. the Customer closes, sells, pauses, restructures, or reduces its business operations;

d. the Customer did not complete implementation, training, configuration, data migration, or onboarding;

e. the Customer’s devices, hardware, internet connection, local network, printer, operating system, third-party software, or local infrastructure is unsuitable, unsupported, unavailable, or incorrectly configured;

f. the Customer is dissatisfied with a feature that was not expressly committed in writing;

g. the Customer does not use or does not achieve expected benefit from an AI feature, report, insight, recommendation, or automation;

h. a third-party service, integration, provider, payment gateway, delivery aggregator, cloud provider, AI provider, telecom provider, hardware vendor, or external API is unavailable, changed, discontinued, or incompatible; or

i. the Customer’s access is suspended or terminated because of non-payment, fraud, misuse, unlawful activity, breach of the MSA, or breach of the Acceptable Use Policy.

5. No Service Credits or Compensation

5.1 XploroTech does not offer service credits, fee reductions, compensation, penalties, or monetary remedies for service interruptions, support-response delays, maintenance, feature unavailability, AI-output limitations, or failure to meet an operational service target.

5.2 Any availability, support, maintenance, or response targets in the Service Level Agreement are operational commitments only and do not create a right to refund, credit, compensation, damages, or fee reduction.

5.3 Nothing in this Policy expands XploroTech’s liability beyond the limits stated in the MSA.

6. Refund Request Process

6.1 To request a refund, the Customer must send a written request to:

Billing / Refund Requests: xploro@xplorotech.com
Support: xplorocare@xplorotech.com

6.2 The request must include:

a. Customer legal name and Company ID, where available;

b. invoice number and payment date;

c. payment reference, transaction ID, bank reference, or receipt;

d. reason for the refund request;

e. supporting evidence, including duplicate-payment evidence where applicable; and

f. contact details of the authorised person making the request.

6.3 Refund requests must be submitted within thirty (30) calendar days of the relevant payment or discovery of the billing issue, unless a longer period is required by applicable law.

6.4 XploroTech may request additional documentation, confirmation, proof of authority, bank details, tax information, or other reasonable information before reviewing or processing a refund request.

6.5 XploroTech may reject a request that is incomplete, fraudulent, unsupported, submitted by an unauthorised person, or outside the permitted period.

7. Refund Processing

7.1 Where a refund is approved, XploroTech will ordinarily process it to the original payment method or to the Customer’s verified bank account, subject to applicable law, banking rules, payment-provider processes, and internal fraud-prevention checks.

7.2 XploroTech will aim to process an approved refund within fifteen (15) Business Days after receiving all required information and approvals.

7.3 Actual receipt of a refund may depend on the Customer’s bank, card issuer, payment gateway, payment provider, applicable tax treatment, and other factors outside XploroTech’s control.

7.4 Where legally required, XploroTech may issue a credit note, corrected tax invoice, revised invoice, or other tax document before processing a refund.

7.5 Refunds will be limited to the amount actually received by XploroTech for the relevant eligible charge, less any non-recoverable third-party, tax, bank, payment-provider, or service-delivery charges where legally permitted.

8. Chargebacks and Payment Disputes

8.1 Before initiating a chargeback, payment reversal, bank dispute, or payment-provider complaint, the Customer should first contact XploroTech through the designated billing or support channel to allow reasonable investigation and resolution.

8.2 The Customer must not initiate a false, misleading, abusive, or fraudulent chargeback.

8.3 XploroTech may suspend Services, restrict access, recover reasonable costs, dispute an unjustified chargeback, or take other action permitted by the MSA or applicable law where a chargeback is fraudulent, abusive, or inconsistent with the Customer’s contractual obligations.

9. Effect of Cancellation and Data Export

9.1 On cancellation, non-renewal, expiry, or termination, the Customer may request export of eligible Customer Data in accordance with the Data Retention & Customer Exit Policy.

9.2 The Customer is responsible for requesting and downloading its data before the applicable retention or deletion deadline.

9.3 Data export, migration, restoration, conversion, or assistance beyond standard self-service functionality may be chargeable, subject to the applicable Order Form or written quotation.

9.4 Cancellation, non-renewal, suspension, or termination does not release the Customer from unpaid fees, taxes, charges, or obligations accrued before the effective date.

10. Changes to This Policy

10.1 XploroTech may update this Policy from time to time to reflect changes in Services, pricing practices, payment methods, legal requirements, tax treatment, third-party costs, or business operations.

10.2 Material changes may be notified through the VENTA Legal Centre, email, dashboard notice, invoice notice, or another reasonable electronic method.

10.3 Updated terms will apply from the stated effective date. Continued use of the Services after that date constitutes acceptance, except where express re-acceptance is required by applicable law or XploroTech.

11. Contact

For refund, cancellation, billing, or subscription matters, contact:

Billing / Refund Requests: xploro@xplorotech.com
Support: xplorocare@xplorotech.com
Legal Notices: xploro@xplorotech.com
VENTA Legal Centre: https://www.venta-pos.com/legal