Refund and Cancellation Policy

Who this policy applies to

This policy covers subscriptions bought from SOHOON Technologies, trading as Restaurant POS Studio, in the United States, the United Arab Emirates and Pakistan. It applies to our POS plans (Counter, Full Service and Group), the Managed Website and the Service Bundle. It forms part of our terms of service.

If your order form says something different, the order form applies. If local law gives you more rights than this policy, you keep those rights.

Start with the free trial

Every new account can use the POS free for 14 days. We do not ask for a card to start. Use the trial to set up your menu, try your printers and tablets, and run test orders with your team. When the trial ends, you choose a plan or let it end. You are never charged for the trial, so there is nothing to refund.

We recommend you test your hardware and card processor connection during the trial. Most problems that lead to refund requests can be found in the first week.

Month-to-month plans

• You can cancel any time from your account settings, or by contacting us.
• Cancellation takes effect at the end of the current monthly billing period. You keep full access until then.
• There is no cancellation fee and no early-termination fee.
• We do not refund part of a month that has already started. You will not be charged again after the period ends.

If you change your mind before the end of the month, you can undo the cancellation from your account settings.

Annual plans

Annual plans are paid for the year in advance at a lower price than paying monthly.

• First 30 days. If you cancel within 30 days of the start of your annual term, we refund the unused part of the year on a pro rata basis. For example (illustrative), if you cancel on day 20, we refund the fee for the remaining days of the year.
• After 30 days. We do not refund the annual fee. The service keeps running until the end of the term you paid for, and it does not renew.
• Renewals. We remind you before an annual plan renews. You can turn off renewal at any time before the renewal date. The 30-day pro rata window also applies to each renewal.

Changing plans

• Upgrading (for example, from Counter to Full Service, or adding a location) takes effect right away. We charge the difference for the rest of the current period.
• Downgrading or removing a location takes effect at the start of the next billing period. We do not refund the difference for the current period.
• Moving from monthly to annual starts a new annual term. Any unused part of the current month is credited to the first annual invoice.

Managed Website and Service Bundle

The Managed Website has a one-time setup fee and a monthly fee.

• Setup fee. If you cancel before design work has started, we refund the setup fee in full. Once design work has started, the setup fee is non-refundable because it pays for work already done.
• Monthly fee. Works like any month-to-month plan. Cancel any time, effective at the end of the current month, with no cancellation fee.
• Service Bundle. The POS, website and CRM parts follow the same rules as above. If you bought the bundle on an annual plan, the annual rules apply to the bundle as a whole.

When you cancel the Managed Website, we can give you a copy of the content you supplied, such as text, logos and photos. Our templates and code stay with us.

Taxes on refunds

• United States. If sales tax was charged, it is refunded in the same proportion as the fee.
• UAE. Our prices include 5% VAT. A refund includes the matching VAT, and we issue a credit note.
• Pakistan. Applicable sales tax added to the price is refunded in the same proportion as the fee.

Card processing and third-party fees

We do not process card payments, so we cannot refund card processing fees charged by your processor or acquiring bank. Fees charged by third parties, such as delivery apps, messaging services, domain registrars or GoHighLevel usage beyond what your plan includes, are governed by those providers’ own terms.

We do not charge statement fees or PCI fees.

How refunds are paid

Refunds go back to the original payment method. Card refunds usually appear within 5 to 10 business days after we approve them, depending on your bank. Bank transfer refunds may take longer. We will tell you when we have sent the refund.

Service problems

If the service has a serious problem that we cannot fix within a reasonable time, and it stops you from using a core feature you paid for, contact us. We will review the situation and may offer a credit or a refund for the affected period, even outside the windows above. This does not create an uptime guarantee.

Your data after cancellation

When your subscription ends, your account stays readable for 30 days. You can log in and export your products, customers and sales to spreadsheets. We then delete your data within a further 60 days, except records the law requires us to keep. Export everything you need before the 30 days end.

Chargebacks

If you have a billing problem, please contact us first. We usually fix billing mistakes faster than a bank dispute. If a chargeback is filed for a fee you owe, we may limit the account to read-only until it is resolved.

How to ask for a refund

Contact us through the form on our contact page or the “Show email” button on that page. Include your restaurant name, the account owner’s name and what you are asking for. We reply within 2 business days and confirm the outcome in writing.