Refund & Replacement Policy
Last updated: October 24, 2024
Contents
Policy Overview
TillShop Technologies is committed to delivering reliable, genuine software licensing. This policy outlines the clear resolution pathways available when licensing issues arise, ensuring enterprise clients have confidence in their procurement decisions.
Software License Refunds
Standard Licenses
Full refund available within 14 business days of purchase if the license has not been deployed or activated. Refund requests must be submitted via the support portal with the original order ID.
Enterprise SaaS Agreements
Pro-rated refunds are available with 30 days written notice for enterprise agreements. Non-refundable setup and professional services fees are clearly marked on all enterprise invoices.
Note: Professional services fees, deployment support charges, and custom integration development fees are non-refundable once work has commenced.
Technical Failure Resolution
Critical System Failure
In the event of a critical licensing failure affecting production workflows, TillShop guarantees a response within 4 hours and automatic hardware replacement eligibility for affected enterprise accounts.
Replacement Timelines
| Region | Tier 1 Enterprise | Standard |
|---|---|---|
| North America / EU | Next business day | 3–5 business days |
| Asia Pacific | 48 hours | 5–7 business days |
| Rest of World | 72 hours | 10–14 business days |
Eligibility Criteria
- verifiedVerified Account StatusAccount must be in good standing with no outstanding invoices.
- verifiedActive Warranty PeriodIssue must occur within the active subscription or warranty window.
- verifiedThird-Party Modification ExclusionUnauthorized modification or third-party tampering voids replacement rights.
Dispute Resolution
A 10-day appeal window is available for all refund decisions. Appeals are reviewed by the TillShop Licensing Compliance Board within 5 business days. For claims exceeding $50,000 USD, an independent arbitration process is available.
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