Refund Policy

Last Updated: April 15, 2024

This Refund Policy outlines the terms and conditions for refunds for products and services purchased from PayEase Bahrain. We strive to ensure customer satisfaction with all our payment solutions and services. Please read this policy carefully to understand our refund procedures.

1. Products and Services

1.1 Software Products and Payment Solutions

Our core products include:

• PayEase Gateway
• Mobile POS Terminal
• E-Invoice System
• Subscription Management
• Payment Analytics Dashboard

1.2 Refund Eligibility Timeline

Different products and services have different refund eligibility periods:

2. Refund Process

2.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer support team via email at [email protected] or by phone at +44 303 191 3840.
2. Provide your order number, purchase date, and the reason for requesting a refund.
3. For hardware products (e.g., Mobile POS Terminal), we will provide instructions for returning the product.
4. Our team will review your request and respond within 3 business days.

2.2 Refund Processing Time

Once a refund is approved:

• Credit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer.
• Bank transfer refunds typically take 3-5 business days to process.
• Hardware product refunds will be processed within 7 business days after we receive and inspect the returned item.

3. Refund Conditions

3.1 Software Products

For digital products and services, refunds may be issued if:

• The product fails to perform as described and our technical team cannot resolve the issue.
• The product is incompatible with your systems and this incompatibility was not disclosed in the product specifications.
• You have not substantially used or integrated the product.

3.2 Hardware Products

For the Mobile POS Terminal and other hardware:

• The product must be returned in its original packaging with all accessories and documentation.
• The product must be in new, unused condition with no signs of damage.
• Shipping costs for returns are the responsibility of the customer unless the product is defective.
• Defective products will be replaced or refunded at our discretion.

3.3 Non-refundable Items and Services

The following are not eligible for refunds:

• Transaction processing fees for completed transactions
• Custom development or integration services that have been delivered
• Products or services that have been extensively used or integrated into your systems
• Products damaged due to misuse, accidents, or improper handling
• Purchases made more than 30 days ago (except where otherwise specified)

4. Special Circumstances

4.1 Technical Issues

If you experience technical issues with any of our products:

1. Contact our technical support team first to troubleshoot the problem.
2. If our team determines that the issue cannot be resolved, a full or partial refund may be issued at our discretion.
3. Documentation of the issue and troubleshooting attempts may be required.

4.2 Duplicate Charges

In the case of duplicate charges or processing errors:

• We will refund the duplicate or erroneous charge as soon as it is verified.
• Please provide transaction details and any supporting documentation when reporting such issues.

4.3 Fraudulent Transactions

For unauthorized or fraudulent transactions:

• Contact us immediately if you notice unauthorized charges.
• We will investigate the claim and issue refunds for verified fraudulent transactions.
• We may require a police report or additional documentation for fraud claims.

5. Partial Refunds

In some circumstances, we may issue partial refunds:

• When only part of an order is returned or eligible for refund
• When a product has been partially used or configured
• When the product is returned outside the full refund window but within a reasonable timeframe
• For hardware products that are returned with missing components or packaging

6. Exchanges

We offer exchanges for hardware products under the following conditions:

• The product is defective or damaged upon receipt
• The request is made within 14 days of delivery
• The product is returned in its original condition with all packaging and accessories

For software products, we generally do not offer exchanges but may upgrade your product to a more suitable option with payment of any price difference.

7. Cancellation of Services

7.1 Recurring Services

For services with recurring billing:

• You may cancel your subscription at any time through your account dashboard or by contacting customer support.
• Cancellation will take effect at the end of the current billing period.
• No refunds are issued for the current billing period when cancelling a subscription.

7.2 Annual Subscriptions

For annual subscriptions paid in advance:

• Cancellations within the first 30 days may be eligible for a prorated refund.
• Cancellations after 30 days are generally not eligible for refunds, but exceptions may be made at our discretion.

8. Compliance with Local Laws

This Refund Policy complies with the consumer protection laws of the Kingdom of Bahrain. If you are a customer located outside of Bahrain, additional rights may apply under your local laws.

For customers in the European Union, you have the right to cancel your order within 14 days of purchase without giving any reason, in accordance with the EU Consumer Rights Directive.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on our website with a new "Last Updated" date. We encourage you to review this policy periodically for any changes.

10. Contact Us