Refund Policy

Last updated: May 8, 2026

We want you to be completely satisfied with HuggsPOS. This Refund Policy explains how refunds work for our paid subscription plans.

1. Free Tier

The HuggsPOS Free tier costs nothing and requires no payment information. There is nothing to refund. You can use the Free tier indefinitely with no obligation.

2. Paid Subscriptions (Pro & Business)

2.1 Satisfaction Guarantee

We offer a 14-day money-back guarantee on all new paid subscriptions. If you are not satisfied with HuggsPOS within the first 14 days of your initial subscription, you may request a full refund — no questions asked.

2.2 How to Request a Refund

To request a refund within the 14-day guarantee period:

• Email us at [email protected] with your account email and the reason for your request (optional but helpful)
• We will process your refund within 5-10 business days
• The refund will be issued to the original payment method through Paddle

2.3 After the 14-Day Period

After the initial 14-day guarantee period, subscriptions are non-refundable for the current billing period. However:

• You can cancel your subscription at any time. Your paid features will remain active until the end of your current billing period.
• After the billing period ends, your account will automatically revert to the Free tier. No further charges will be made.
• We do not charge cancellation fees.

2.4 Annual Subscriptions

For annual subscriptions, the 14-day money-back guarantee still applies from the initial purchase date. After 14 days, annual plans are non-refundable. You may cancel to prevent renewal, and your paid features will remain active until the end of the annual period.

3. Exceptional Circumstances

We may issue refunds outside the standard policy in the following cases:

• Service outage: If a significant, prolonged outage (more than 48 consecutive hours) prevents you from using paid features, we will issue a pro-rated credit or refund for the affected period.
• Billing errors: If you are charged incorrectly (e.g., duplicate charge, wrong amount), we will issue a full refund for the erroneous charge immediately upon verification.
• Unauthorized charges: If your payment method was used without your authorization, contact us immediately and we will investigate and refund if confirmed.

4. Downgrade vs. Cancellation

Instead of cancelling, you may downgrade to a lower plan at any time:

• Business to Pro: The price difference is not refunded, but the lower rate takes effect at the next billing cycle.
• Pro/Business to Free: Your paid features remain until the end of the billing period, then your account reverts to Free.

Data you created while on a paid plan (items, sales records, etc.) is not deleted when you downgrade. However, you may lose access to features that are not included in the lower plan (e.g., advanced reports, inventory management). Your data will be accessible again if you upgrade in the future.

5. Payment Processor

All payments and refunds are processed through Paddle, our Merchant of Record. Paddle handles all billing, tax calculation, and payment processing. Refunds will appear on your statement as coming from Paddle.

For billing inquiries that we cannot resolve directly, you may also contact Paddle support.

6. Contact Us

For refund requests or billing questions, reach out to us at:

• Email: [email protected]
• Website: phwebsitebuilders.net

We aim to respond to all refund requests within 1 business day.