1. General Refund Policy
Because TindahanGo provides a fully functional **14-day free trial** allowing users to inspect all features under real shop conditions before purchase, all successful subscription payments (Starter or Business tiers) are generally **non-refundable**.
By submitting a payment, you acknowledge that you have tested the software and found it suitable for your business operations.
2. Duplicate or System Error Payments
We will refund payment errors that occur due to internal platform server anomalies:
- Duplicate Billings: If our system accidentally double-charges or duplicate-approves the same reference number for the same billing period, we will credit the excess amount back or apply it as credit to your next billing cycle, based on your preference.
- System Downtime: If the platform experiences extensive server downtime (excluding scheduled off-peak maintenance or client-side connection issues) preventing store checkout operations for more than **five (5) consecutive business days**, you may request a pro-rated refund or extension credit.
3. Manual Review & Verification Rejections
Under our hybrid validation flow, payments can be rejected or marked as `needs_more_info`:
- Incorrect References: If the reference number you input does not match incoming bank logs, the payment is set to `needs_more_info`. Re-submitting accurate reference information resolves this.
- Fraudulent / Tampered Proofs: If a user uploads forged receipts, duplicate codes used by other stores, or clear graphical overrides, the payment will be **rejected and blocked**. No refunds are given for payments rejected due to active subscription bypass attempts, and the associated store accounts are subject to permanent suspension.
4. Refund Request Process & Dispute Timeline
To request a refund under the eligible cases detailed in Section 2:
- You must email us at **legal@tindahango.ph** within **seven (7) calendar days** of the target billing transaction timestamp.
- Include your Store Name, Company ID (accessible in the Settings page), GCash/Maya/BDO Reference Number, Date/Time of payment, and the specific reason for requesting a refund.
- Our billing department will inspect logs and notify you of approval or rejection of your claim within **five (5) business days**.
5. Refund Timelines
Once a refund request is approved, we will process the credit back to the original source (your GCash/Maya number or bank account) within **seven (7) to fourteen (14) business days**. Processing times may vary depending on local banking schedules and payment channels.
6. Ineligible Cases
We do not grant refunds for:
- Change of mind or choosing to close your retail store mid-cycle.
- Internet connection dropouts or mobile scanner hardware damages.
- Subscription periods during which your account was placed in "Read-Only" mode due to non-payment.