Refund, Cancellation & Subscription Policy

1. Introduction

This Refund, Cancellation and Subscription Policy applies to subscriptions to NeoInfosoft POS provided by NeoAfrica Consultants.

It explains four things: what free access we may provide, how paid subscriptions are billed and renewed, how to cancel, and when a payment can be considered for a refund. We have written it plainly so that you know what to expect before you commit to a plan.

2. Who We Are

NeoInfosoft POS is provided by NeoAfrica Consultants. You can reach us on either of these numbers:

3. Scope and Relationship to Other Documents

This policy sits alongside two other documents, and where they differ, the following order of priority applies:

• The Terms and Conditions — the agreement between you and NeoAfrica Consultants for the service as a whole.
• Clause 6.4 of the Terms and Conditions (Refunds) — this is the authoritative refund clause. Where this policy and that clause both speak about refunds, clause 6.4 governs.
• The Privacy Policy — how we handle personal information.

This policy is intended to explain the practical mechanics of subscriptions and refunds in more detail than the Terms do. It does not create any new obligation beyond those documents.

4. Free Access Period

NeoAfrica Consultants may offer an initial free usage period of up to 14 days so that you can evaluate NeoInfosoft POS before committing to a paid plan.

This free period is discretionary and is not an automatic entitlement. It is not applied automatically to every new registration. Where it is offered, it is granted at our discretion, and whether it is offered to any particular business, and for how long, is a matter for us to decide.

If you would like to be considered for free access, please contact us using the details in section 12 and we will let you know whether it is available.

5. Trials and Extended Access

Where a free period is granted, it may be extended or a further trial period may be granted.

Additional and extended trials may be granted through our Operations Centre at our discretion. They are not requested automatically, they are not guaranteed, and granting one is a decision we make rather than a right you hold. Any extension is subject to the same terms as the original free period.

To ask about extending your access, please contact us before your current access ends so that we can consider the request in time.

6. Paid Subscriptions and Refunds

Paid subscriptions are generally non-refundable. Fees paid for a plan are used to provide you with access to NeoInfosoft POS for the Subscription Period you selected, and we are not able to return those Fees in the ordinary course.

As set out in clause 6.4 of the Terms and Conditions, the only exception to the general rule is where we have failed to provide the Platform in accordance with those Terms.

We do not issue credit notes, store credit, or carry an unused balance forward. Statutory consumer rights in Kenya are unaffected by this policy.

7. Accidental or Unintended Payments

Occasionally a payment is made by mistake — for example, the wrong plan is selected, a payment is made twice in error, or a payment is made that was not intended at all.

Where you believe a payment was accidental or unintended, you may contact us and we will review the circumstances on a case-by-case basis. Any decision to refund in such a case is made at our discretion and is not an entitlement.

There is no fixed deadline for requesting a review of an accidental payment. We do not apply a cut-off period to these requests. We do, however, ask that you contact us as soon as you become aware of the payment, because the earlier we hear about it the more likely we are to be able to investigate it.

When you contact us, it helps if you can provide the date of the payment, the approximate amount, the plan you believe was charged, and the reference shown on your payment receipt or bank or mobile money statement.

8. Cancellation

Cancellation requires you to contact NeoAfrica Consultants. There is no self-service cancellation button in NeoInfosoft POS. To cancel, please contact us using the telephone numbers or email address in section 12, and tell us which account you wish to close.

Cancelling your subscription does not automatically create a refund. As explained in section 6 and in clause 6.4 of the Terms and Conditions, paid subscriptions are generally non-refundable. A cancellation request and a refund request are two separate things, and asking us to close your account does not by itself oblige us to return any Fees.

Where you are seeking a refund, please say so clearly when you contact us so that the two matters can be dealt with properly.

9. Expiry and Grace Period

Your subscription runs for the Subscription Period shown on your Billing page. When that period ends, your paid access ends.

There is no grace period after a subscription expires. Access to the paid features of NeoInfosoft POS stops when your Subscription Period ends, and paid functionality is not carried over into a later period unless you renew as described in section 10.

If you expect to be away or unable to use the service when your subscription ends, please contact us before that date so that we can discuss your options.

10. Renewal

Subscriptions do not renew automatically. We do not hold or charge a saved payment method, and no renewal payment is taken on your behalf. When your Subscription Period ends, you simply do not have renewed access until you act.

Renewal requires a new successful payment. To renew, you initiate the renewal yourself through the Billing page in NeoInfosoft POS and complete the applicable payment. Your renewed Subscription Period begins once that payment succeeds.

If a renewal payment does not succeed, the subscription is not renewed and your access is not extended. You may be able to retry the payment through the Service, or contact us for assistance.

11. Plan Changes and Pro-Rating

There are no automatic pro-rata refunds or credits. We do not calculate a refund for the unused portion of a plan, and we do not carry unused value forward to a later period.

When you renew, you may select another available plan through the Billing page. If you would prefer a lower-priced plan, or a plan option that is not shown to you, please contact us and we will assist you. Customer-initiated downgrades are not currently available as a self-service option in the Service.

Where you upgrade, the new plan takes effect immediately at the full applicable price of the selected plan. No credit or pro-rata refund is given for any unused time on the previous plan.

12. How to Contact Us

For anything relating to cancellation, refunds, accidental payments, trials, or renewals, please contact us. Cancellation requires you to contact us; we cannot action a cancellation any other way.

When you contact us about a payment, please include the account or business name, the approximate date and amount, and any payment reference you have. This lets us locate the payment and review it properly.

13. Changes to This Policy

We may update this policy from time to time, for example if the service, our billing arrangements, or legal requirements change.

Where changes are material, we will provide reasonable notice through the Service or other appropriate communication channels. The updated policy will show its effective and last updated date.