Table of Contents
East Africa's Leading POS Solution
Refund Policy Version
2.0
Our Refund Commitment
We strive to make our refund process as fair and transparent as possible. If our service doesn't meet your expectations, we'll work with you to find a solution.
1. Overview & Scope
This Refund Policy ("Policy") outlines the terms and conditions under which MaltPOS Limited ("we," "us," or "our") provides refunds for subscription fees paid for MaltPOS services. This Policy is effective as of and applies to all customers across Uganda, Kenya, Tanzania, and Rwanda.
Policy Scope
Applies to all paid subscription plans, including monthly, quarterly, and annual subscriptions.
Geographic Coverage
Valid for customers in Uganda, Kenya, Tanzania, and Rwanda with country-specific adjustments.
Time Limitations
Refund requests must be submitted within specific timeframes as outlined below.
Important: This Policy supplements our Terms of Service. By subscribing to MaltPOS services, you agree to this Refund Policy. Please review it carefully.
2. Refund Eligibility
Refunds are available under specific circumstances. Eligibility depends on the reason for cancellation and timing of your request.
| Refund Scenario | Time Limit | Refund Amount | Status |
|---|---|---|---|
| Service Not Functioning | Within 14 days | 100% (full refund) | Eligible |
| Service Not Suitable | Within 7 days | 50% (partial refund) | Partial |
| Double Charge/Error | Within 30 days | 100% (full refund) | Eligible |
| Late Cancellation | After 14 days | 0% (no refund) | Ineligible |
Qualifying Conditions
- Technical issues preventing service use
- Duplicate or erroneous charges
- Service materially differs from description
Non-Qualifying Conditions
- Change of business circumstances
- Failure to use available features
- Late cancellation requests
3. Non-Refundable Items
Certain fees and charges are non-refundable under any circumstances:
Setup & Implementation Fees
One-time setup, onboarding, and implementation fees are non-refundable once services have commenced.
Third-Party Costs
Fees paid to third parties (payment processors, hardware vendors) are not refundable by MaltPOS.
Custom Development
Custom development, integration, or consulting services are non-refundable once delivered.
Discount Recovery
If you received a promotional discount, the discount amount may be deducted from any refund.
Important Exception
While setup fees are generally non-refundable, we may make exceptions if technical issues prevent you from using the service within the first 48 hours. Contact our support team to discuss your specific situation.
4. Refund Amounts & Calculations
Refund amounts are calculated based on several factors, including the time used and reason for cancellation:
Days 1-3: 100% Refund
Full refund minus processing fees if canceled within first 3 days of billing period.
Days 4-7: 50% Refund
Half of remaining subscription fee if canceled within first week.
Days 8-14: 25% Refund
Quarter of remaining fee if canceled within two weeks.
After Day 14: No Refund
No refund for cancellations after 14 days of billing period.
Refund Calculation Formula
Processing Fee
5% of refund or minimum amount (varies by country)
Minimum Refund
Country-specific minimum amounts apply
Pro-rated Basis
Calculated on unused portion of service
Country-Specific Minimum Refunds
Refunds below the country-specific minimum will be issued as service credits valid for 12 months.
5. Refund Request Process
Follow these steps to request a refund. All refunds must be requested through official channels:
Submit Request
Submit refund request through your account or contact support within eligible timeframe.
Review & Verification
Our team reviews your request and may contact you for additional information.
Approval & Processing
If approved, refund is processed according to your original payment method.
Confirmation
You receive email confirmation once refund is processed and timeline for funds.
Required Information for Refund Requests
- Business name and account details
- Invoice/receipt number
- Reason for refund request
- Support ticket reference (if applicable)
- Payment method details
- Date of subscription/payment
Important Process Notes
- Refund requests must be submitted by the account owner or authorized representative
- Incomplete requests will delay processing
- Refunds are processed to the original payment method
- Service continues until refund is processed unless otherwise requested
6. Processing Times & Methods
Refund processing times vary by country and payment method:
| Country | Standard Processing | Bank Transfer | Mobile Money | Credit Card |
|---|---|---|---|---|
| Uganda | 7 business days | 5-10 business days | 24-48 hours | 10-14 business days |
| Kenya | 5 business days | 3-7 business days | 24-72 hours | 7-10 business days |
| Tanzania | 10 business days | 7-14 business days | 48-72 hours | 14-21 business days |
| Rwanda | 7 business days | 5-10 business days | 24-48 hours | 10-14 business days |
Factors That Speed Up Processing
- Complete documentation provided
- Mobile money payment method
- Request submitted during business hours
Factors That Delay Processing
- Incomplete or incorrect information
- Bank holidays or weekends
- Payment processor delays
Processing Timeline Example
7. Payment Methods & Refunds
Refunds are issued to the original payment method used for the subscription:
Mobile Money
M-Pesa, Airtel Money, MTN Mobile Money
- Fastest refund method (24-72 hours)
- Refunded to same phone number
- Network fees may apply
Bank Transfer
Direct bank account transfers
- Secure and traceable
- Longer processing (5-14 days)
- Bank charges may apply
Credit/Debit Cards
Visa, Mastercard, Local Cards
- Refunded to original card
- Longest processing (7-21 days)
- Dependent on card issuer
Service Credits
MaltPOS account credit
- Instant processing
- No processing fees
- Valid for 12 months
Important Payment Method Notes
- We cannot refund to a different payment method than the original
- If original payment method is no longer available, we'll issue service credit
- Refunds may appear as "MaltPOS" or "MaltPOS Refund" on your statement
- Contact your payment provider if you don't see the refund within the specified timeframe
8. Special Cases & Exceptions
While our standard policy applies in most cases, we understand that exceptional circumstances may arise:
Medical Emergencies
We may make exceptions for documented medical emergencies that prevent business operation.
Business Closure
For businesses that permanently close, we may offer partial refunds on unused service.
Extended Service Outages
For service outages exceeding 48 hours, we may offer service credits or refunds.
Long-Term Customers
Customers with 2+ years of continuous service may receive special consideration.
Requesting an Exception
To request an exception to our standard refund policy:
- Contact our customer support team with your request
- Provide detailed documentation of your exceptional circumstances
- Explain why the standard policy doesn't apply to your situation
- Our management team will review your case within 5 business days
- You'll receive a written decision with explanation
Exception approvals are at MaltPOS's sole discretion and are not guaranteed.
9. Disputes & Appeals
If you disagree with our refund decision, you have options for appeal:
Step 1: Internal Review
Request a secondary review by our refund team supervisor within 7 days of initial decision.
Step 2: Management Escalation
If unsatisfied, escalate to regional management for final internal review.
Step 3: Alternative Dispute Resolution
For amounts above certain thresholds, we may suggest mediation.
Step 4: Legal Recourse
As a last resort, you may pursue legal action in accordance with our Terms of Service.
Dispute Resolution Thresholds
For disputes above these amounts, we may suggest formal mediation before legal action.
Good Faith Negotiation
We prefer to resolve disputes amicably. Before pursuing formal appeals, we encourage open dialogue with our customer success team to find mutually acceptable solutions.
10. Contact & Support
For refund inquiries, requests, or assistance, contact our dedicated refund support teams:
Uganda Support
+256 414 123 456 (Ext. 3)
refunds-ug@maltpos.com
Mon-Fri, 8AM-6PM EAT
Kenya Support
+254 20 123 4567 (Ext. 3)
refunds-ke@maltpos.com
Mon-Fri, 8AM-6PM EAT
Tanzania Support
+255 22 123 4567 (Ext. 3)
refunds-tz@maltpos.com
Mon-Fri, 8AM-6PM EAT
Rwanda Support
+250 788 123 456 (Ext. 3)
refunds-rw@maltpos.com
Mon-Fri, 8AM-6PM CAT
Online Refund Resources
Response Time Commitment
We strive to respond to all refund inquiries within 24 business hours. Refund decisions are typically provided within 3 business days of receiving complete information.
Fair Refunds, Transparent Process
We're committed to fair and transparent refund practices across East Africa. If our service doesn't meet your expectations, we'll work with you to find a reasonable solution.
This Refund Policy is effective as of .
Policy Version: 2.0 | Last Updated:
© 2026 MaltPOS Limited. All rights reserved. Operating in Uganda, Kenya, Tanzania, and Rwanda.