Return & Refund Policy

iSoft sells software subscriptions, not physical products. This page explains plainly what can be cancelled, what can be refunded, and what cannot.

Last updated: 11 August 2026

The short version

The one-time setup fee is not refundable. It pays for work — setup, configuration and staff training — that is carried out before you start using the software and cannot be returned once done.

The monthly subscription can be cancelled at any time. Your service runs to the end of the month you have already paid for, and you are not billed again after that. The current month's bill is not refunded on a part-month basis.

1. Why there is no "return"

Nothing we sell is a physical item, so there is nothing to ship back. Our products are cloud software: you are given access to a service that runs on our servers. For that reason this policy deals with cancellation and refunds rather than returns.

2. What is and is not refundable

ChargeRefundable?Why
Setup fee (one-time) No Covers configuration, data import and training already performed by our team
Monthly bill — current month No The service was available to you for that month; part-months are not pro-rated
Monthly bill — future months Not charged Billing stops as soon as cancellation takes effect — nothing to refund
Duplicate or incorrect payment Yes, in full Paid twice, wrong amount, or charged to the wrong account — see section 4
SMS package (unused balance) No Purchased from a third-party operator on your behalf and non-returnable

3. How to cancel

Contact us by phone, WhatsApp or email using the details at the foot of this page and tell us your Client ID and the date you wish to stop. We will confirm in writing.

  • There is no cancellation fee and no minimum contract period.
  • Your access continues until the end of the month you have paid for.
  • Export your data before that date. On request, and at no charge, we will provide your records in a standard digital format before the account closes.

4. Refunds for a payment made in error

If you have paid twice, paid the wrong amount, or a payment has been applied to the wrong account, tell us within 30 days of the transaction. Once we verify it against our records, we refund the difference in full.

  • Refunds are returned to the original payment method wherever possible.
  • Online card and mobile-wallet payments are normally credited back within 7–10 working days of approval; the exact timing depends on your bank or wallet provider.
  • Bank-transfer and cash payments are refunded by bank transfer to an account you nominate.
  • We do not deduct any handling charge from a refund we owe you.

5. If the software does not work as described

If a feature we committed to does not work, that is our problem to fix, not yours to absorb. Report it to our 24/7 support team and we will correct it. If a genuine, material fault cannot be resolved within a reasonable period, we will discuss a fair adjustment to your bill for the affected period. We would rather fix the software than lose the customer.

6. What this policy does not cover

  • Hardware. We do not sell computers, printers or scanners, so any device you buy is covered by that seller's own return policy, not ours.
  • Loss caused by incorrect data entry. The software records what is entered into it; accuracy of entries remains with your staff.
  • Suspension for non-payment. Access suspended because an account is overdue is not grounds for a refund of earlier months.

7. Disputes

If you disagree with a decision on a refund, write to us at the email address below with your Client ID and the invoice number. A senior member of our team will review it and reply within 7 working days. We aim to settle every billing question directly and fairly.

This policy should be read together with our Terms & Conditions and our Delivery Policy.

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