Return and Refund Policy

What this policy covers

LaventTech sells subscription software and related services to businesses. There is no physical consumer product sold through this website, so most of this policy is about service fees rather than goods returns. Hardware, where LaventTech supplies it, is covered in its own section below.

This policy covers two separate things, and it is important not to confuse them: (1) what a merchant pays LaventTech, and (2) what a café refunds to its own customers.

Subscription and service fees

Subscription fees are billed in advance for the period stated in the merchant's order — monthly or annually.

A merchant may cancel its subscription at any time by writing to us. Cancellation takes effect at the end of the period already paid for, and access continues until then.

We do not generally refund the unused part of a period that has already started. Where a merchant has paid annually and cancels early for a reason attributable to us, we will consider a pro-rated refund of the unused whole months.

If we discontinue the service or a plan a merchant depends on, we will refund the unused portion of the fees already paid for that plan.

Setup, onboarding and training fees

Setup, onboarding, training, data migration, custom development and other professional services are quoted and invoiced separately from the subscription.

If a service has not yet been delivered, a merchant may cancel it before delivery and receive a full refund of that item.

Once a service has been delivered — the session has been run, the migration has been completed, the configuration has been done — that fee is not refundable, because the work has been performed.

Where a service is part-delivered when it is cancelled, we refund the part not yet delivered.

Cancellations

To cancel a subscription or a booked service, email us from the account's billing contact address with the business name and what is being cancelled. We will confirm in writing and tell you the date the cancellation takes effect.

Cancelling a subscription stops future billing. It does not by itself refund amounts already billed for the current period, except as described above.

Before the service ends, a merchant should export the data it wants to keep. See the termination section of our Terms and Conditions.

Refund eligibility

We will refund in full, without argument, where: you were charged twice for the same period or item; you were charged the wrong amount; you were charged after a cancellation that we had already confirmed; or you paid for a service that we did not provide.

We will consider a refund on the facts where a fault on our side made the service materially unusable for a sustained period and we were not able to resolve it.

A refund is issued to the person or business that made the payment, and to the original payment method wherever possible.

Duplicate or incorrect charges

If you believe you have been charged twice, charged the wrong amount, or charged in error, contact us at info@laventtech.com with the business name, the amount, the date and the invoice or transaction reference.

Please raise it within 60 days of the charge so that we can trace it against the payment provider's records.

We will investigate, tell you what we found, and where the charge was an error we will refund it in full. We do not require a merchant to raise a chargeback with its bank first, and we would prefer to resolve it directly.

Non-refundable items

Services already delivered, as described above.

Third-party costs we have already paid on a merchant's behalf and cannot recover — for example a domain registration, a third-party licence, or a provider's own fees.

Payment processing fees charged by a payment provider on a merchant's own sales. Those sit between the merchant and its provider.

Custom development or integration work that has been built to a merchant's specification and accepted.

Where an item is non-refundable, we will still consider a credit against future fees if the circumstances warrant it.

Hardware

Where LaventTech supplies hardware, it is supplied under a separate quotation, and that quotation states the return window and any restocking terms for that specific order.

Unused hardware still in its sealed original packaging may be returned in line with the quotation. Hardware that has been used, configured or installed is not returnable except under warranty.

Faulty hardware is handled under the manufacturer's or supplier's warranty. We will help the merchant raise and follow up the warranty claim. LaventTech is not the manufacturer.

Payment provider and terminal issues

If a payment to LaventTech fails, is duplicated or is taken incorrectly, contact us and we will resolve it as set out above.

For a café's own sales taken through a payment provider or a physical payment terminal, the merchant is the seller of record. Refunds and voids are processed by the merchant against its own payment account or terminal, and the funds are returned by that provider.

If a terminal is faulty, a transaction is duplicated at the terminal, or a payment is authorised but not captured, this is raised with the payment provider or terminal provider, whose dispute and error-resolution process applies. LaventTech will help by providing the matching order, receipt and reconciliation records from the platform.

Chargebacks raised by a café's customer are handled between that café and its payment provider. LaventTech does not decide chargebacks and does not hold the funds.

Refunds a café gives its own customers

Each café sets, publishes and honours its own return, refund and cancellation policy for its own customers. That policy is the café's, not LaventTech's.

LaventTech provides the tools to carry it out — voids, refunds, order cancellation, wallet and voucher adjustments, and an audit trail of who did what — but the café remains the seller of record and is responsible for the outcome.

If you are a customer of a café that uses LaventTech and you want a refund, please contact that café directly.

How to request a refund

Email info@laventtech.com with: your business name, the invoice or transaction reference, the amount and date, and a short description of what went wrong.

We acknowledge refund requests within 3 business days and tell you our decision, with reasons, within 14 days of receiving the information we need.

Refund processing timelines

Once a refund is approved, we initiate it within 7 business days.

The refund is returned to the original payment method. After we initiate it, the payment provider, card issuer or bank normally takes a further 5 to 10 business days to show the credit on a statement. That part of the timeline is controlled by the provider and the bank, not by us.

Where a refund to the original payment method is not possible — for example the card has expired — we will agree an alternative method, such as a bank transfer, with the merchant.

Contact

Questions about this policy, or about a specific charge: info@laventtech.com. We reply during Singapore business hours.