Effective Date: the date this version is published and shown to you. This Policy applies to payments made directly to SEINEX GROUP LTD for our own products and services. It does not override any product-specific refund terms shown to you at checkout, which take precedence for that specific transaction.
1. Overview
This Refund Policy applies to subscription fees, one-time setup or installation fees, and any other paid product or service offered by SEINEX GROUP LTD ("SEINEX GROUP", "we", "us", "our"), including our POSUnity platform and any other software product we make available now or in future (together, the "Services"). By making a payment to us, you agree to this Policy.
2. Payments & Billing
Payments are processed securely through our approved payment partners. We do not store your full card details. Subscription fees are billed in advance for the billing cycle you select (for example, monthly, quarterly, or annually), and any one-time setup or installation fee is charged separately as disclosed to you before payment.
3. Free Trials
Where a Service is offered with a free trial, no payment is taken until the trial ends and you actively choose to subscribe. You may cancel at any time during the trial at no charge. This section does not apply where no trial is offered.
4. Eligibility for Refunds
You may be eligible for a full or partial refund in the following circumstances:
- Duplicate or erroneous charges: where you were charged more than once for the same billing period, or charged in error, we will refund the duplicate or incorrect amount in full.
- Service not provisioned: if we fail to provision access to a paid Service within a reasonable time after payment, and do not resolve this after being notified, you are entitled to a full refund.
- Unresolved technical faults: if a fault on our side makes a paid Service unusable and we are unable to resolve it within a reasonable time (typically 7 business days) after you report it to support, we will offer a prorated or full refund for the affected period, at our discretion.
- Cancellation within the first 7 days of a first-ever paid subscription: new subscribers who cancel within 7 days of their first payment, having made materially no use of the Service, may request a full refund of that payment.
5. Non-Refundable Items
Except as set out in Section 4 or as required by law, the following are not refundable:
- Fees already paid for a billing period that has already started or been consumed;
- One-time setup, installation, or onboarding fees once the corresponding work has commenced;
- Custom development, configuration, or professional services already delivered; and
- Amounts arising from your own decision to stop using a Service mid-cycle, outside the circumstances in Section 4.
6. How to Request a Refund
To request a refund, contact us at info@seinexgroup.com or +256 750 121 646 within 14 days of the transaction, quoting your business/account name, the transaction date, and the payment reference from your bank, mobile money, or card statement. We may ask for additional information to verify the request.
7. Refund Processing Time
Approved refunds are processed back to your original payment method through our payment processor. Once approved, refunds are typically initiated within 5 business days; the time for funds to reflect in your account thereafter depends on your bank, mobile money provider, or card issuer, and can take up to 14 business days.
8. Cancellations
You may cancel a subscription at any time through the cancellation process made available in the relevant Service, or by contacting us. Cancellation stops future billing from the next cycle onward; it does not, by itself, entitle you to a refund of the current billing period unless Section 4 applies.
9. Chargebacks & Disputes
If you believe you have been incorrectly charged, please contact us first so we can investigate and resolve the issue directly. Initiating a chargeback with your bank or card issuer without first contacting us may delay resolution and, where a charge is later found to be valid, may result in suspension of your access pending settlement.
10. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be reflected by an updated effective date on this page and will apply to payments made after the change; they do not apply retroactively.
11. Contact Us
SEINEX GROUP LTD, Wakiso, Kasangati Town Council, Masooli, Luteete-Kelezia, Uganda (P.O. Box 501398, Wandegeya).
Email: info@seinexgroup.com · Phone: +256 750 121 646 · Website: www.seinexgroup.com