This Refund Policy outlines the terms and conditions under which Touch2Pay PTY LTD ("Touch2Pay", "we", "us", or "our") provides refunds for payment terminal hardware and services. This policy applies to all merchants using Touch2Pay products and services.
1. Terminal Hardware Returns
30-Day Return Period
If you have purchased a payment terminal from Touch2Pay, you may return it within 30 days of delivery for a full refund, provided that:
- The terminal is in its original condition, with all accessories, cables, and packaging included
- The terminal has not been physically damaged, modified, or tampered with
- You provide proof of purchase (order confirmation or invoice number)
Defective Hardware
If your terminal is defective or malfunctions within the warranty period, we will:
- Replace the terminal at no additional cost, or
- Provide a full refund if a replacement is not available
To initiate a warranty claim, contact our support team with a description of the issue. We may request that you perform basic troubleshooting steps before processing a replacement.
Rented Terminals
Rented terminals are not eligible for purchase refunds. If you wish to cancel your terminal rental, please refer to Section 2 (Service Cancellation) below. Rented equipment must be returned in good working condition within 14 days of cancellation.
2. Service Cancellation
Month-to-Month Services
Touch2Pay services operate on a month-to-month basis. You may cancel at any time by providing 30 days written notice. Upon cancellation:
- Your account will remain active until the end of the current billing period
- No further charges will be applied after the cancellation date
- Any pre-paid fees for the current month are non-refundable
- Outstanding transaction settlements will be processed as normal
Online Payment Gateway
If you cancel your online payment gateway integration, any remaining API access will be terminated at the end of the notice period. Setup fees, if applicable, are non-refundable after the integration has been completed.
3. Refund Process
How to Request a Refund
To request a refund, please contact us via one of the following methods:
- Email: info@touch2pay.com.au — include your merchant ID, order number, and reason for the refund
- Phone: Call our support team during business hours (Mon-Fri, 9 AM - 5 PM AEST)
- Contact form: Submit a request via our contact page
Processing Time
- Refund requests are reviewed within 3 business days
- Approved refunds for hardware returns are processed within 5-7 business days after we receive the returned equipment
- Service fee refunds are processed within 5 business days of approval
- Refunds are issued to the original payment method used for the purchase
Return Shipping
For hardware returns:
- If the return is due to a defect or error on our part, we will cover return shipping costs and provide a prepaid shipping label
- For change-of-mind returns within the 30-day period, the merchant is responsible for return shipping costs
- We recommend using a tracked shipping service to ensure safe delivery
4. Exceptions
Refunds will not be provided in the following circumstances:
- Hardware returned after the 30-day return period (unless defective under warranty)
- Terminals that have been physically damaged, water damaged, or tampered with
- Transaction processing fees already incurred — these are non-refundable as the service has been delivered
- Chargeback fees, dispute fees, or penalty fees resulting from merchant activity
- Custom development or integration work that has been completed
- Accounts terminated due to violation of our Terms of Service or suspected fraud
5. Australian Consumer Law
Nothing in this Refund Policy limits or excludes any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If our goods or services have a major failure, you are entitled to a replacement or refund. For minor failures, we will repair or replace the goods within a reasonable time.
6. Contact Us
If you have any questions about this Refund Policy or wish to request a refund, please contact us: