Refund and Billing Policy

1. Free Evaluation Principle and Trial Period

smartapp.az provides all prospective clients with an unconditional 14-day free trial period. This trial gives merchants unrestricted access to configure QR menus, execute live POS test orders, configure KDS screens, and review automated financial analytics without requiring any upfront payment or credit card registration.

Because merchants have full opportunity to thoroughly evaluate software functionality during the free trial, payments made for activated subscription plans are generally non-refundable once the trial period concludes and commercial service begins.

2. Balance Top-Ups and Subscription Activation

Account funding operates via a secure balance system. Top-up requests submitted through electronic banking cards, corporate invoices, or manual receipt uploads are audited and credited to the Merchant ledger upon confirmed verification.

Once a subscription tier (e.g., Monthly or Annual Business Plan) is activated from the user balance, cloud server resources and multi-tenant database partitions are allocated immediately. As services are delivered in real time, subscription fees deducted from the balance are non-refundable for the active billing cycle.

3. Exceptional Circumstances for Refund Eligibility

Refunds or ledger balance credits may only be considered under the following specific exceptional circumstances:

• A documented technical failure on the smartapp.az platform prevented service delivery for an extended period, and our engineering team was unable to restore core functionality within a reasonable timeframe
• An accidental duplicate billing transaction occurred due to an automated gateway synchronization error
• Where mandatory consumer protection or commercial legislation of the Republic of Azerbaijan explicitly requires a refund

4. Dispute Resolution and Audit Procedures

If a merchant believes a billing discrepancy or unauthorized charge has occurred, they must submit a formal refund or adjustment request via our support channels within fourteen (14) calendar days of the transaction date.

The request must contain the account name, registered email address, transaction identifier, receipt copy, and a concise explanation of the claim. Our financial compliance department will review the audit logs and provide a formal written determination within five (5) business days.

5. Non-Refundable Items and Chargebacks

Custom software integrations, dedicated on-site hardware setup fees, third-party SMS gateway packages, and partially utilized monthly billing intervals are strictly non-refundable.

Initiating unjustified payment chargebacks without prior consultation with our support department may result in immediate suspension of the Merchant administrative account and associated KDS terminals.