Return and Refund Policy

1. What this policy covers

This policy applies to subscriptions, setup fees and hardware bought from StoreOS for any of our products (Commerce 360, RMS Ultra and Easy Pharma), whether paid through our website, our payment gateway EPS (card, bKash, Nagad, Rocket and others) or bank transfer.

StoreOS is a software service. For a subscription, a “return” means cancelling the service and getting your money back; for hardware it means sending the item back.

2. 7-day refund guarantee

If you request a refund within 7 (seven) days of paying for a new subscription or a plan upgrade, we refund the subscription fee in full, no questions asked. This applies to both monthly and annual plans.

Automatic renewals are covered too: request a refund within 7 days of the renewal payment and that renewal is refunded.

3. When you are eligible for a refund

• You cancel within 7 days of the payment.
• The same payment was charged more than once by mistake (duplicate payment) — no time limit applies.
• You were charged but your account or plan was never activated.
• A technical problem on our side stops you from using the service and we could not fix it within a reasonable time.
• A different or lower plan was activated than the one you paid for.

4. When a refund does not apply

• The request is made more than 7 days after the payment (except for duplicate or erroneous payments).
• After the first 7 days, annual plans are not refunded pro-rata for the remaining term.
• Fees for customisation, data migration or training once that work has been delivered.
• SMS credits already used, courier charges, or fees for third-party services.
• The account was suspended or closed for breaching our terms, fraud or unlawful use.

5. Returning hardware (where applicable)

Printers, barcode scanners, cash drawers or other equipment bought from us can be returned within 7 days of delivery if:

• the item is unused and returned with its original box, accessories and receipt;
• or it arrived faulty, damaged or not matching the order.

For faulty or wrong items we pay the return courier and, at your choice, replace the item or refund it in full. For change-of-mind returns the buyer pays the return courier. Problems after 7 days are handled under the manufacturer's warranty.

6. How to request a refund

• Contact us by email, phone or WhatsApp — the details are below.
• Include your name, the account's mobile number or email, the invoice number and the payment transaction ID (TrxID).
• Briefly state the reason (not required for a standard cancellation within 7 days).

We acknowledge every request within 2 working days and confirm the decision within 3 working days at most.

7. How and when you get the money

Approved refunds go back through the same method you paid with:

• bKash, Nagad, Rocket or other mobile banking: to the number the payment came from — usually within 7 working days.
• Debit/credit card or internet banking: back to the same card or account through our payment gateway EPS — usually 7–10 working days, though your bank's own processing can add time.
• Bank transfer: to the originating account — within 7 working days.

Approved refunds return the full amount paid; we deduct no processing fee. For security, we never send a refund to a different person's number or account.

8. Cancelling a subscription

You can cancel at any time. If you cancel after the first 7 days, the service stays active until the end of the current period and you are not charged again.

After cancellation we keep your data for 30 days so you can export it (Excel/CSV). After that it is deleted in line with our Privacy Policy.

9. Complaints and chargebacks

Before raising a chargeback with your bank or a complaint with the gateway, please contact us directly — we can resolve most issues quickly. If you are not satisfied with our resolution, you remain free to complain to your bank, your payment provider or the Directorate of National Consumer Rights Protection.

10. Changes to this policy

We may update this policy from time to time. Changes take effect from the date they are published on this page; payments made earlier are handled under the policy in force when they were made.