1. Introduction
This Refund Policy explains the conditions under which Invoco will issue refunds for subscriptions to our service. This Policy is part of our Terms of Service and complies with Singapore's Consumer Protection (Fair Trading) Act.
2. Eligibility for Refunds
14-Day Money-Back Guarantee (First-Time Subscribers Only)
100% Money-Back Guarantee
If you're a first-time subscriber, you can request a full refund within 14 days of your initial subscription purchase.
Requirements:
- You must be a first-time subscriber (new to Invoco)
- You have not processed more than 10 orders via the Service
- You contact us within the 14-day period
How to Request a Refund:
- Email billing@invoco.org with subject: "Refund Request - [Your Account Email]"
- Include your account details and reason for refund
- We will respond within 5 business days
Refund Method: Original payment method (via Stripe)
Processing Time: 5-10 business days
Pro-Rata Refunds for Annual Subscriptions
Cancel Anytime, Get Partial Refund
If you subscribed to an annual plan and cancel mid-year, you may be eligible for a pro-rata refund of unused months.
Requirements:
- You have been subscribed for at least 3 months
- You have not violated our Terms of Service or Acceptable Use Policy
- You cancel at least 30 days before your renewal date
How It's Calculated:
Refund Amount = (Annual Fee ÷ 12) × Unused Months
Example:
- Annual Fee: SGD $1,200
- Months Used: 6
- Unused Months: 6
- Refund: ($1,200 ÷ 12) × 6 = SGD $600
How to Request a Pro-Rata Refund:
- Cancel your subscription via your Account dashboard
- Email billing@invoco.org with subject: "Pro-Rata Refund Request"
- We will calculate the refund and respond within 7 business days
Refund Method: Original payment method or bank transfer
Processing Time: 10-15 business days
Non-Refundable Situations
We do NOT issue refunds in these cases
Please review carefully before subscribing.
| Situation | Reason |
|---|---|
| Monthly subscriptions | Non-refundable after payment |
| After 14-day guarantee period | Applies to first-time subscribers only |
| Extensive use (>50 orders or >3 months) | Significant service usage |
| Violation of Terms or AUP | Account terminated for policy violations |
| Third-party fees (Stripe) | Transaction fees are non-refundable |
| Partial months | No refunds for partial months (except pro-rata for annual) |
| Downtime or service issues | Covered by Service Level Agreement, not refunds |
3. Refund Process
Step 1: Submit Request
Email billing@invoco.org with subject "Refund Request". Include: Account email, subscription plan, date of purchase, and reason for refund.
Step 2: Verification
We verify your eligibility within 5 business days. We may request additional information (e.g., order history, usage logs).
Step 3: Approval or Denial
You'll receive a confirmation email with the refund amount and timeline (if approved), or an explanation and alternatives (if denied).
Step 4: Refund Issued
Refunds are processed via your original payment method (Stripe). Allow 5-10 business days for the refund to appear in your account.
Partial Refunds
In some cases, we may issue a partial refund if:
- You have used the Service moderately but have a valid complaint
- There was a billing error or overcharge
- Circumstances warrant goodwill consideration
Partial refunds are determined on a case-by-case basis.
4. Exceptions and Special Circumstances
Billing Errors
If you were charged incorrectly due to a system error, we will issue a full refund regardless of circumstances.
Service Outages
If the Service is unavailable for >24 consecutive hours due to our fault, you may request a credit (not a refund) equivalent to 1 month of subscription fees.
Chargebacks (Important)
Do NOT Initiate a Chargeback Without Contacting Us First
If you initiate a chargeback with your bank or credit card company without first contacting us, we reserve the right to:
- Suspend your account immediately
- Pursue legal action to recover costs
- Report the chargeback as fraudulent
Always contact us first at legal@invoco.org to resolve disputes.
5. Non-Refundable Items
The following are never refundable:
- Stripe transaction fees (charged by Stripe, not Invoco)
- Third-party integration fees (if applicable)
- Custom development or consulting services (if purchased separately)
6. Taxes and Fees
- GST: If you are GST-registered and paid GST on your subscription, refunds will include GST
- Exchange Rates: Refunds are issued in the original currency (SGD)
7. Consumer Rights (Singapore)
Under Singapore's Consumer Protection (Fair Trading) Act, you have the right to:
- Fair and transparent refund policies
- Clear disclosure of refund terms before purchase
- Seek recourse via the Consumers Association of Singapore (CASE) or Small Claims Tribunals
Consumers Association of Singapore (CASE)
Website: https://www.case.org.sg
Email: contact@case.org.sg
Hotline: 6100 0315
8. Contact Us
For refund requests or questions about this policy, contact:
Invoco
Email: billing@invoco.org (refunds & billing) · legal@invoco.org (disputes)
Website: https://invoco.org
Response Time: 5 business days for initial response; 10-15 business days for refund processing