Refund and Cancellation Policy

The short version

Cancelling your account

Email hello@cobblestonepos.com and tell us you want to close your account. There is no contract term, no notice period, no cancellation fee and no exit interview.

What happens next:

1. We confirm the request with you, so that nobody can close your account by sending us an email.
2. We agree a date. We will keep the account running until then so you are not caught mid-service.
3. You export your data — sales history, customers, menu, invoices and reports — from the admin panel. If you would rather we produce the export, ask and we will do it at no charge.
4. On the agreed date, access ends.
5. For 30 days afterwards you can still ask us for a full export, free of charge. After that we delete or de-identify your data in the ordinary course, except records we must keep for tax, accounting or dispute-resolution purposes.

If a fee is ever introduced

We do not charge for the Platform today. If we ever introduce a paid plan, we will tell you in writing at least 30 days in advance and get your agreement before billing anything. Continuing to use the free Platform will never by itself be treated as agreement to a new charge.

If that happens, any fee you have prepaid and not used will be refunded pro rata when you cancel, and we will say so plainly in the plan terms at the time. We will not auto-renew you into a paid plan from a free account.

Refunds to your own customers

A refund to a guest is a refund of your money from your merchant account, so you control it. Issue it from the register or the admin panel: find the order, refund it in full or in part, and the Platform sends the refund to the gateway and adjusts your sales reports to match.

How quickly the money reaches your customer's card is the processor's and the issuing bank's business, not ours — typically a few business days.

Your own refund policy for your guests is yours to set and publish. We do not set it, and we do not decide refunds between you and your customer. If you are a guest of a restaurant that uses Cobblestone POS, please contact that restaurant — we cannot refund an order on their behalf.

Chargebacks

If a cardholder disputes a charge, the dispute runs between the cardholder, the issuing bank, your processor and you. We are not a party to it and cannot decide it.

We will help you fight it: we can pull the transaction record, the receipt, the authorization result, the EMV or tokenized entry method, the order detail, and the timestamps — the evidence that usually decides a dispute. Any chargeback amount and fee comes from your merchant account under your processor agreement.

Hardware

Card readers, tablets, printers and cash drawers are made by third parties. A return or warranty claim follows the manufacturer's or the retailer's own policy and their return window, which starts at purchase.

If you bought equipment on our recommendation and it does not work with the Platform, tell us — we would rather get it working or help you return it than leave you with a device you cannot use. Email hello@cobblestonepos.com.

If we end your account

If we close your account for convenience, you get 30 days notice and the same export rights described above. If we close or suspend it for breach of the Terms of Service — unlawful use, a messaging-consent violation, or a security risk — we may act immediately, and you still get a data export on request.

Questions

Email hello@cobblestonepos.com. This policy is part of our Terms of Service; if the two ever appear to disagree about money, tell us and we will fix the wording.