Refund Policy

This Refund Policy explains when and how Innobrains Technologies ("Innobrains", "we", "us") refunds payments made for MartPOS, our billing, stock and khata software for kiryana and general stores, grocery stores and mini marts. It forms part of our Terms & Conditions. Please read it before you pay. Where we offer a trial, use it first, so that you pay only for software you have seen working in your own shop.

1. Summary

• Claim period: a refund must be requested within 15 days of the date we received your payment.
• Processing time: an approved refund is processed within 7 to 14 working days.
• No refund for misuse: no refund is given where the account or licence has been involved in misuse of the service, licence abuse or a breach of our Terms & Conditions.
• How to ask: through Support in the owner portal, or our contact form, giving the email address registered on your MartPOS account.

2. Trial

A trial costs nothing and needs no payment card, so there is nothing to refund. We encourage every shop to use its trial fully, with its own items, counters and printers, before buying a plan or licence.

3. Payments that can be refunded

Subject to the rest of this policy, you may request a full refund of the amount we received for:

• A Cloud edition subscription, monthly or yearly, including a renewal;
• An Offline edition licence, lifetime or for a term;
• The cloud add-on of an Offline licence, monthly or yearly;
• A move to another plan or edition, in which case what you paid for the move is refunded and your previous plan and edition are restored;
• An add-on, such as an extra branch, counter or staff account.

The request must reach us within 15 days of the date we received your payment, as shown on your invoice in the owner portal under Plan & billing. Requests received after 15 days are not eligible, and we do not refund part of a period that has been used after that time.

4. When a refund is not given

A refund will not be given, even within 15 days, where:

• Misuse of the service: the account has been used in breach of our Terms & Conditions, for any unlawful purpose, or in a way that harms MartPOS, its users or other shops;
• Licence abuse: a licence, pairing code or account has been shared with, sold to or used by another business or branch; PCs have been paired that the licence does not cover; the software has been copied, cracked, modified or reverse engineered; the licence, plan limits or clock checks have been bypassed or tampered with; or MartPOS has been used on more branches or counters than the licence allows;
• Fraud: false or misleading information was given when signing up, paying or requesting the refund, or the payment itself was not genuine;
• Suspension: the account or licence has been suspended or ended by us for any of the reasons above;
• Repeated refunds: the shop, or the same owner, has already received a refund for MartPOS, or requests refunds repeatedly after buying again.

Amounts paid to third parties are not ours to refund. These include charges made by your bank or mobile wallet for sending the payment, and any fee or tax paid to the Federal Board of Revenue or another authority, such as the POS service fee on invoices reported to FBR.

5. How to request a refund

Write to us through Support in the owner portal, or through our contact form giving the email address registered on your MartPOS account, with the subject "Refund request", and include:

• your business's name and the account owner's name;
• the invoice number (it starts with MPI-), and the date, method (bank transfer, JazzCash or EasyPaisa) and transaction reference of the payment;
• the account to receive the refund: the account title and number or IBAN, or the mobile wallet number;
• the reason for the request. It does not affect whether an eligible refund is given, but it helps us improve MartPOS.

We acknowledge every request within 2 working days and may ask for further information to verify the payment or the account. The 15-day claim period is met by the date your request reaches us, even if we need more information afterwards.

6. Processing time and method

• We aim to tell you our decision within 3 working days of receiving everything we need.
• An approved refund is processed within 7 to 14 working days of the approval.
• Refunds are made in Pakistani rupees, by bank transfer or to a JazzCash or EasyPaisa wallet, to an account in the name of the business, its owner or the person who made the payment. We do not refund in cash or to an account belonging to someone else.
• Once we have sent the refund, the time it takes to appear in your account depends on your bank or wallet provider.

7. What happens after a refund

• Cloud edition: the refunded subscription ends, and new sales and purchases stop on your store PCs when they next check their licence. Your records are not deleted: they stay on your store PC, where you can still view, print and export them and receive money owed to the shop. The records in MartPOS Cloud are kept unless you ask us to delete them under our Privacy Policy.
• Offline edition: the refunded licence is cancelled, and MartPOS on the shop's PCs stops new sales and purchases when the store PC next checks its licence. Your shop's records remain on your own computer, where you can view and export them.
• Cloud add-on: syncing with MartPOS Cloud stops, and your Offline licence keeps working.
• A move to another plan or edition: your previous plan and edition, and their limits, are restored.
• Add-on: the limit it raised goes back to what your plan allows. Nothing already set up is deleted, but more cannot be added beyond the plan's limit.

8. Changes to this policy

We may update this policy from time to time. The version that applies to a payment is the one published on this page on the date the payment was made. The date of the latest update is shown below.

9. Contact

Innobrains Technologies, Jhang, Punjab, Pakistan.
Write to us through our contact form, or through Support in the owner portal if you have an account.