ClickCollect SaaS Refund Policy

Last updated: March 25, 2026

This Refund Policy applies to subscription fees and other amounts paid by merchants to ClickCollect for access to the ClickCollect software platform available via clickcollect.coffee and related merchant services. It does not apply to refunds owed by a coffee shop or other merchant to that merchant's own customers for drinks, food, retail items, pickup issues, or storefront orders.

By purchasing or renewing a ClickCollect subscription, add-on, or related paid service, you agree to this Refund Policy together with the ClickCollect Terms of Service and any written order form or commercial agreement that applies to your account.

1. Scope of this policy

This policy covers payments made to ClickCollect for:

• recurring SaaS subscription fees;
• paid add-ons, including feature, location, staff, product, or domain-related add-ons;
• one-off platform charges that are clearly identified as payable to ClickCollect; and
• any other merchant-facing software fees expressly invoiced by ClickCollect.

This policy does not cover:

• refunds that a merchant owes to its own customers for storefront purchases;
• chargebacks, reversals, or complaints arising from goods or services sold by a merchant through its storefront;
• third-party products or services billed separately by another provider; or
• custom work, migration services, consulting, or other non-standard services unless a written agreement says otherwise.

2. General rule

ClickCollect subscriptions and recurring platform fees are billed in advance and are generally non-refundable once a billing period starts, except:

• where a refund is required by applicable law;
• where ClickCollect approves a refund under this policy;
• where a separate written agreement signed by ClickCollect states different refund terms; or
• where ClickCollect charged your account in error.

Cancelling your subscription stops future renewals but does not automatically entitle you to a refund for the current billing period or for unused time remaining in that period.

3. When a refund may be approved

ClickCollect may approve a full or partial refund if we determine, in our reasonable discretion, that one of the following applies:

A. Duplicate or accidental duplicate billing

If you were charged more than once for the same invoice, renewal, or add-on because of a system error or duplicate payment event, we may refund the duplicate amount after verification.

B. Incorrect billing caused by ClickCollect

If ClickCollect billed you for a plan, add-on, or quantity that was not ordered, not authorized, or not correctly reflected in your account because of our error, we may issue a full or partial refund or billing correction.

C. Valid cancellation before renewal with an erroneous post-cancellation charge

If you cancelled in accordance with the applicable cancellation flow before the next renewal date, and ClickCollect nevertheless processed a renewal in error, we may refund that renewal charge after confirming the cancellation record and account activity.

D. Material service failure directly caused by ClickCollect

If ClickCollect suffers a material platform failure directly caused by ClickCollect, lasting long enough to substantially deprive you of the core paid service, and no reasonable workaround was available, we may offer a pro-rated refund, service credit, or other fair remedy.

E. Fraud or unauthorized payment, subject to verification

If you reasonably believe a payment to ClickCollect was unauthorized, notify us immediately. We may request identity, account, and transaction verification before deciding whether a refund, reversal, or other remedy is appropriate.

F. Legal entitlement

If mandatory consumer, payments, or other applicable law gives you a non-waivable refund right, this policy will be interpreted and applied subject to that law.

4. When refunds will usually not be granted

Refunds will usually be declined for the following:

• change of mind after purchase or renewal;
• failure to use the service, low usage, or dissatisfaction not caused by a verified ClickCollect billing or platform error;
• merchant business closure, staffing changes, demand changes, or similar commercial circumstances outside ClickCollect's control;
• charges incurred before cancellation where the billing period had already started;
• partial-month or mid-cycle downgrades, where the lower pricing takes effect on a later billing date rather than retroactively;
• issues caused by a merchant's own internet access, hardware, staffing, menu data, domain configuration, third-party provider account problems, or external outages not directly caused by ClickCollect;
• suspension, restriction, or termination for non-payment, misuse, fraud, abuse, or breach of the Terms of Service;
• refunds relating to a merchant's own customer orders, complaints, or delivery or pickup disputes; and
• payment processing fees, bank fees, taxes, foreign exchange losses, or similar third-party costs that are non-recoverable to ClickCollect, except where prohibited by law.

5. Trials, discounts, and promotions

If ClickCollect offers a trial, discounted period, promotional credit, waived onboarding fee, or other introductory pricing, the specific offer terms control. Unless the offer expressly says otherwise:

• no cash refund is due for free trial time, free credits, or waived fees;
• promotional pricing ends at the conclusion of the stated offer period;
• normal renewal pricing applies thereafter; and
• failure to cancel before the next renewal date does not create a right to a retroactive refund solely because promotional pricing ended.

6. Add-ons, upgrades, and usage-based increases

ClickCollect may charge immediately for certain add-ons, seat increases, capacity increases, or similar account changes that take effect during a billing cycle. Once such an add-on or increase has been provisioned, enabled, or applied to your account, the related charge is generally non-refundable unless:

• the charge was duplicated;
• the add-on was billed in error;
• the add-on could not be provisioned because of a ClickCollect fault; or
• applicable law requires otherwise.

If you reduce usage or request a downgrade after an increase has already taken effect, the reduction will ordinarily apply prospectively on the next applicable billing date rather than as a retroactive refund.

7. How to request a refund

To request a refund, email hello@clickcollect.coffee with the subject line "Refund Request" and include:

• your business name and account email;
• your ClickCollect subdomain or tenant name;
• the invoice number, payment reference, or transaction reference;
• the amount charged;
• the date of the charge;
• the reason you believe a refund is due; and
• any supporting documents or screenshots.

Refund requests should be submitted within 30 days of the charge date unless a longer period is required by applicable law. Delay may affect our ability to verify the claim and may be grounds to deny the request where legally permitted.

8. Review and decision process

ClickCollect may:

• request additional information to verify the request;
• review account logs, invoices, subscription records, usage events, cancellation timestamps, and payment processor records;
• place the account under temporary billing review where fraud, abuse, or unauthorized activity is suspected; and
• approve, deny, or partially approve a request based on the verified facts.

Submitting a refund request does not suspend your payment obligations for valid charges that are not in dispute.

9. Paystack processing and payout method

Where ClickCollect uses Paystack or a Paystack-connected payment flow to collect payments, approved refunds will ordinarily be submitted back through the original payment channel used for the transaction, subject to Paystack rules, banking network rules, card scheme rules, and applicable law.

Important processing conditions:

• ClickCollect cannot guarantee the exact time it takes for a bank, card issuer, wallet provider, or Paystack to complete a refund after we submit it;
• settlement timing may vary by country, payment method, bank, and compliance checks;
• refunds may be delayed, rejected, reversed, or require additional review where Paystack, a financial institution, or a payment network flags fraud, compliance, or operational issues; and
• if the original payment method is unavailable, expired, blocked, or incapable of receiving the refund, ClickCollect may use another lawful method if permitted by Paystack and applicable law.

Unless required by law, ClickCollect does not issue cash refunds outside the original payment flow.

10. Chargebacks and payment disputes

Before filing a chargeback or payment dispute, please contact ClickCollect at hello@clickcollect.coffee so we can review the matter promptly. If you initiate a chargeback, reversal, or payment dispute:

• ClickCollect may contest the dispute using relevant account, billing, usage, and cancellation records;
• any refund review may be paused while the payment dispute is pending;
• we may suspend access to affected services where reasonably necessary to prevent fraud, duplicate recovery, or further losses; and
• if a chargeback is resolved in ClickCollect's favor, no duplicate refund will be owed.

Nothing in this section limits any non-waivable rights you may have under applicable law.

11. Partial refunds, credits, and offsets

If ClickCollect approves relief, we may choose, where lawful and commercially reasonable, to provide:

• a full refund;
• a partial refund;
• an account credit toward future ClickCollect fees; or
• another reasonable billing adjustment.

Unless prohibited by law, ClickCollect may offset approved credits or refunds against unpaid amounts legitimately owed on the same account.

12. Taxes, fees, and non-recoverable costs

To the extent permitted by law, any refund may exclude:

• non-refundable taxes already remitted or payable to authorities;
• non-refundable processor, banking, or network fees;
• foreign exchange conversion losses or gains; and
• third-party costs already incurred specifically to provide the paid service.

If law requires a different result for your jurisdiction or transaction type, ClickCollect will comply with that law.

13. Abuse prevention

ClickCollect may deny a refund request if we reasonably believe the request involves:

• fraud or attempted fraud;
• abuse of promotional offers, trials, or goodwill credits;
• repeated refund requests inconsistent with actual account use;
• intentional use of the service followed by an attempt to avoid payment; or
• false, misleading, or incomplete information.

14. Merchant storefront refunds remain the merchant's responsibility

If you operate a storefront on ClickCollect, you remain responsible for your own customer-facing refund policy and for handling customer claims relating to your goods, drinks, food, pickup times, quality issues, substitutions, cancellations, and consumer-law obligations. Those refunds are between you and your customers, not between your customers and ClickCollect, unless ClickCollect expressly states otherwise in writing.

15. Policy changes

ClickCollect may update this Refund Policy from time to time. Updated versions apply prospectively from the published effective date unless applicable law requires otherwise.

16. Contact

For refund requests or billing questions, contact hello@clickcollect.coffee.