Refund Policy

Last Updated: February 23, 2025 · Version 1.0

Teleios IT Consulting Pty Ltd (Registration No. 2025/487193/07), trading as StoreSuite

1. Overview

This Refund Policy explains our refund, cancellation, and billing practices for the StoreSuite platform. By subscribing to StoreSuite, you agree to this policy. This policy should be read together with our Terms of Service.

2. Free Trial

StoreSuite offers a free trial period for new users. During the trial:

  • No payment information is required to start your trial
  • You have full access to all features included in your selected plan
  • You may cancel at any time during the trial without any charge
  • If you do not subscribe before the trial ends, your account will be downgraded automatically

3. Subscription Billing

  • Subscriptions are billed monthly in advance on the anniversary of your subscription start date
  • Payments are processed securely via Paystack (African customers, ZAR) or Paddle (global customers, USD), depending on your country at registration
  • You authorise recurring charges to your chosen payment method for as long as your subscription remains active
  • All fees are exclusive of applicable taxes unless otherwise stated

4. Refund Policy

4.1 General Policy

All fees are non-refundable. No refunds or credits will be issued for:

  • Partial months of service
  • Downgrade from a higher-tier plan to a lower-tier plan
  • Unused time remaining in your billing period
  • Add-ons or extra features purchased during a billing period

4.2 Exceptions

We may, at our sole discretion, consider a refund in the following exceptional circumstances:

  • Duplicate charges: If you were accidentally charged twice for the same billing period, we will refund the duplicate charge in full
  • Service unavailability: If StoreSuite experiences extended downtime (exceeding 72 consecutive hours) that prevents you from using the platform, you may request a pro-rata credit for the affected period
  • Billing errors: If a technical error results in an incorrect charge amount, we will correct the charge and refund any overpayment

4.3 How to Request a Refund

If you believe you are entitled to a refund under one of the exceptions above, please contact us within 14 days of the charge:

  • Email: billing@storesuite.co.za
  • Include your account email address, the date of the charge, and the reason for your request

Refund requests will be reviewed within 5 business days. Approved refunds will be processed to the original payment method within 5-10 business days, depending on your payment provider.

5. Cancellation

5.1 How to Cancel

You may cancel your subscription at any time from your account settings within the StoreSuite application. No cancellation fees apply.

5.2 Effect of Cancellation

  • Your subscription will not renew at the end of the current billing period
  • You will retain full access to StoreSuite until the end of your current paid billing period
  • No pro-rata refunds or credits will be issued for the remaining time in your billing period

5.3 After Cancellation

  • After your billing period ends, your account will be downgraded to a limited free tier
  • Your data will be retained for 30 days to allow you to export it
  • After the 30-day export window, your data will be permanently deleted in accordance with our Privacy Policy

6. Plan Changes

6.1 Upgrades

When you upgrade to a higher-tier plan:

  • You will be charged the pro-rated difference for the remainder of your current billing period
  • The new plan rate will apply from your next billing date
  • Access to the higher-tier features is granted immediately

6.2 Downgrades

When you downgrade to a lower-tier plan:

  • The downgrade takes effect at the start of your next billing period
  • You retain access to the higher-tier features until the end of your current billing period
  • No refunds or credits are issued for the difference in plan pricing

7. Failed Payments

  • If a payment fails, we will notify you by email and retry the charge
  • You will have a 14-day grace period to update your payment method
  • If payment is not received within 14 days, your account may be suspended
  • You can reactivate a suspended account by updating your payment method and clearing any outstanding balance

8. Price Changes

We reserve the right to change our subscription pricing. If we do:

  • We will provide at least 30 days' notice via email before the new pricing takes effect
  • The new pricing will apply from your next billing cycle after the notice period
  • If you do not agree to the new pricing, you may cancel your subscription before the change takes effect

9. Consumer Protection

For users in South Africa, this policy is subject to the Consumer Protection Act 68 of 2008 where applicable. For users in the European Union, nothing in this policy shall affect your mandatory statutory rights under applicable consumer protection laws.

10. Governing Law

This Refund Policy is governed by the laws of the Republic of South Africa. Any disputes arising from this policy are subject to the dispute resolution provisions in our Terms of Service.

11. Contact Information

For billing questions, refund requests, or cancellation assistance: