Refund Policy

At PayEase Bahrain, we strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges for our hardware products and digital services.

1. Hardware Products

1.1 Return Period

For hardware products (PayEase Terminal Pro, PayEase Mobile Reader, PayEase POS System), we offer a 30-day return period from the date of delivery. To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, with all accessories, manuals, and documentation included.

1.2 Return Process

To initiate a return, please follow these steps:

1. Contact our customer service team at [email protected] or call +442981819392 to obtain a Return Merchandise Authorization (RMA) number.
2. Pack the product securely in its original packaging with all included accessories.
3. Clearly mark the RMA number on the outside of the package.
4. Ship the product to the address provided by our customer service team.

1.3 Refund Processing

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 business days, and the credit will automatically be applied to your original method of payment. Please note that it may take an additional 2-5 business days for the refund to appear in your account, depending on your financial institution.

1.4 Return Shipping Costs

You are responsible for return shipping costs unless the return is due to a defective product or our error. If the return is due to our error or a defective product, we will provide a prepaid shipping label.

1.5 Damaged or Defective Products

If you receive a damaged or defective product, please contact our customer service team within 48 hours of receipt. We will arrange for the return and replacement of the product at no additional cost to you.

2. Digital Products and Services

2.1 Payment Gateway and Security Suite

For digital products such as the PayEase Payment Gateway and PayEase Security Suite, we offer a 14-day money-back guarantee from the date of purchase. If you are not satisfied with the product, you may request a refund within this period, provided you have not used the service for processing actual transactions.

2.2 Subscription Services

For subscription-based services:

• Monthly subscriptions: You may cancel at any time, but we do not provide partial refunds for unused portions of the current billing month.
• Annual subscriptions: If you cancel within the first 30 days, you may be eligible for a prorated refund for the unused portion of your subscription. After 30 days, no refunds will be issued for the remaining subscription period.

2.3 Customized Solutions

Custom-developed solutions or integrations are non-refundable once the development process has begun. If the deliverable does not meet the agreed-upon specifications, we will work with you to make necessary adjustments at no additional cost.

3. Exceptions and Non-Refundable Items

The following items and situations are not eligible for refunds:

• Products that have been used, damaged, or altered after delivery
• Products with missing accessories, parts, or packaging
• Digital products that have been activated or used for processing actual transactions
• Shipping charges (unless the return is due to our error)
• Installation or training services that have been rendered
• Products purchased more than 30 days ago (for hardware) or 14 days ago (for digital products)

4. Exchanges

If you need to exchange a product for the same item due to a defect or damage, please follow the return process outlined above. If you wish to exchange a product for a different item, please return the original item for a refund and place a new order for the desired item.

5. Warranty Claims

This refund policy is separate from our product warranties. If your product is outside the return period but still under warranty, please refer to our warranty terms or contact our customer service team for assistance with warranty claims.

6. Summary of Return and Refund Timeframes

Product Type	Return Period	Refund Processing Time
Hardware Products	30 days from delivery	14 business days after inspection
Digital Products	14 days from purchase	7 business days after approval
Monthly Subscriptions	No partial refunds	N/A
Annual Subscriptions	30 days for prorated refund	7 business days after approval
Custom Solutions	Non-refundable once development begins	N/A

7. Cancellation of Orders

If you wish to cancel an order before it has been shipped, please contact our customer service team immediately. We will make every effort to cancel the order and provide a full refund. If the order has already been shipped, you will need to follow the return process.

8. Dispute Resolution

If you are not satisfied with the resolution of your refund request, please contact our customer service team to escalate your concern. We are committed to resolving any issues in a fair and timely manner.

9. Changes to the Refund Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes to the refund policy constitutes your acceptance of the revised policy.

10. Contact Information

If you have any questions about our Refund Policy, please contact us at:

PayEase Bahrain
Flat 64b Jayden Wells South Duncan WR2 4RX
Email: [email protected]
Phone: +442981819392