Returns & Refunds

This policy covers every payment made to Ember POS Computer Software Store ("EmberPOS", "we", "us") for the EmberPOS point-of-sale subscription. It sits alongside our Terms & Conditions and our Complaints & Dispute Resolution policy. Nothing here takes away a right you have under the Consumer Act of the Philippines (RA 7394) or any other Philippine law.

1. What you are buying

EmberPOS is software delivered over the internet: a point of sale, inventory, staff and reporting system for small food businesses. Nothing is shipped to you, so there is nothing to post back. What you are buying is access for a period of time, for one branch.

• ₱599.00 per month, per branch, or ₱5,990.00 per year, per branch.
• All prices and all charges are in Philippine peso (PHP). We do not bill in any other currency.
• Month to month. No contract, no lock-in period, and no cancellation fee.
• Unlimited staff and unlimited devices are included. There are no feature tiers and no per-user fees.

2. How it is delivered, and how you know it arrived

Delivery is immediate and automatic. There is no waiting period and no dispatch:

• The moment your payment is confirmed by the payment provider, your shop's paid period is extended and the app unlocks on every device already signed in to that shop. In normal conditions this happens within seconds.
• You can see it for yourself at any time: the app shows the date your subscription renews on under Settings → Billing & Plan. That date moving forward is your proof the payment arrived and was applied.
• We email you an acknowledgment as soon as the payment is applied, to the address on your account. It states the amount, the date, what period it bought, the payment provider's reference, and the date your subscription renews on. Keep it, that email is your receipt from us.
• Every payment is written to our records against your shop, with the amount, the date, the number of months it bought, and the payment provider's own reference. If you ever lose the email, we will reproduce that record for you on request.
• If a payment leaves your account and the app does not unlock, that is a failed delivery. Tell us and we will either put the time on or refund you in full, your choice. See section 4.

3. You are not charged before you have tried it

Every new shop gets the first 30 days free, with no card and no payment details required to start. There is also a live demo shop on this website you can use without signing up for anything. By the time you are asked to pay, you have already run your own shop on it for a month.

4. When we refund

We refund, in full, in every one of these cases:

• A double charge, or a charge you did not make. Always refunded in full, no questions asked.
• The service was not delivered. The money left your account but the paid time never went on to your shop.
• You were charged after you cancelled.
• You changed your mind within 7 days of your first ever paid subscription payment. You do not have to give a reason.
• We ended your service for a reason that was not your fault, or the service was unusable for an extended period through a fault on our side.

On an annual subscription that you cancel part-way through, we refund the whole months you have not used, counted from the end of the month in which you ask.

5. When we do not refund

• Months you have already used. A monthly subscription that has run its month has been delivered.
• A period you used and then let lapse, asked about long afterwards.
• Payments made to somebody other than us, if you bought EmberPOS from a reseller or a referral partner, ask them first, and tell us if you cannot get anywhere.

If your case is not on either list, ask anyway. These are the rules we apply without needing to think about it; they are not the limit of what we will do.

6. How to ask for a refund

Email [email protected], or tap Message us inside the app. Please include:

You do not need an invoice number or any paperwork from us to make a request. If you only have the shop name, send that, we can find the payment.

7. How long it takes, and where the money goes

• We acknowledge your email within 1 business day.
• We decide within 3 business days of having what we need, and we tell you the decision and the reason in writing.
• An approved refund is released within 3 business days of the decision.
• An approved refund is sent back by the same method you paid with: a card payment is refunded to that same card, an e-wallet payment to that same e-wallet. We cannot redirect a refund to a different account, and we will never ask you for card details to process one.
• Once we release it, the money typically reaches you in 5 to 10 banking days. That last leg is handled by your bank or card issuer and is not something we control.

Business days are Monday to Saturday, Philippine public holidays excepted. Philippine Standard Time (UTC+8).

8. If you paid through Google Play

Subscriptions bought inside the Android app are charged by Google Play, not by us, and Google is the seller of record for them. Those are refunded through Google Play's own refund process, and are also covered by Google Play's terms. Start at Google Play refunds, or manage and cancel the subscription under Payments & subscriptions in the Play Store app.

If Google declines and you believe the case falls under section 4, write to us anyway: we will look at it on its merits.

9. Cancelling

You can cancel whenever you like, and there is no cancellation fee. Cancelling stops the next charge; it does not end the period you have already paid for, so the app keeps its paid features until the renewal date you can see under Settings → Billing & Plan.

Your shop's data is not deleted when a subscription ends. Three days after the paid period ends, the app locks until the plan is paid again. Your records stay where they are, everything comes back the moment you renew, and you can export the whole shop to spreadsheets at any time. If you want the data gone as well, that is a separate and deliberate step: Delete account.

10. Getting it wrong

If we charge you in error, we fix it without waiting to be asked twice, and we do not deduct a fee from the refund. If you think a charge is wrong, do not worry about the wording, just send us the shop name and the amount.

11. Contact

Ember POS Computer Software Store
Mandaluyong City, Metro Manila, Philippines
Email: [email protected]
Or Message us inside the app.

Registered with the Department of Trade and Industry (Business Name No. 8408424) and with the Bureau of Internal Revenue under RDO 041, Mandaluyong. Full details on the Contact page.