Refund Policy

This policy covers money paid to Index Hosting Limited for an Index POS subscription. It does not cover the goods and services a business sells through the platform — those refunds are between the business and its own customers.

Free trial

The trial period costs nothing. If a business does not continue after the trial, no payment is taken and nothing is refundable.

Where a refund is due

A subscription payment is refunded, in full or in part, when:

A payment is charged twice for the same period; a payment is taken for a period that had already been cancelled or suspended before it started; a payment is debited but access to the paid features is not provided because of a fault on our side; or a payment is made in error and reported to us within seven days of the charge.

Where a refund is not due

Fees for a period already used are not refunded because a business decides to stop trading, changes its plan, no longer needs the software, or misses the renewal date and loses access. Downgrades take effect at the next renewal; the period already paid for is not shortened.

Annual subscriptions

Annual plans are billed for twelve months at once. If a business closes before the year ends and asks for a refund, we may refund the unused whole months remaining, calculated at the monthly price of the same plan, at our discretion. Any discount applied to the annual fee is not repayable.

How to request a refund

Ask from within the app — the owner of the business should state the payment reference and the date, and the reason for the request. We reply with a decision, and where a refund is approved the money goes back through the original payment method, which may take several working days to reach you depending on the provider or mobile money operator.

Disputed payments

If a charge appears on your account that you did not authorise, tell us as soon as you notice it so we can trace it with the payment provider. Unauthorised charges identified as ours are reversed in full.