Effective date: 16 September 2026
1. Scope
This policy applies to purchases from APPOSPREY, including AppOsprey POS subscriptions, custom software and web development, hardware and accessories, installation, configuration, maintenance, support and related IT services. A signed quotation, order form, subscription agreement or project agreement may contain additional terms. If a service-specific agreement conflicts with this general policy, the signed agreement applies to that service to the extent permitted by law.
Nothing in this policy removes any right or remedy that cannot lawfully be excluded under applicable Sri Lankan law.
2. Software subscriptions
Activation and billing
Subscription access is activated according to the selected package, agreed start date, payment arrangement and any required setup. The billing cycle and renewal method are stated in the applicable quotation, invoice, order form or customer agreement. Automatic recurring charging applies only where it is expressly offered and authorised by the customer.
Cancellation
A customer should request cancellation before the next billing cycle begins. Unless otherwise agreed, cancellation takes effect at the end of the current paid service period and prevents future billing. The customer normally retains access for the remainder of that paid period, subject to the customer agreement and any lawful suspension or termination rights.
Subscription refunds
Fees for a completed service period are normally non-refundable. If a cancellation request is made after a new billing cycle has started, a refund for genuinely unused days may be discussed and agreed individually. Such a refund is not automatic and depends on the service status, billing arrangement, usage and applicable customer agreement.
Failed payments and termination
A failed or overdue payment may result in reminders, suspension or termination in accordance with the applicable customer agreement and any agreed grace period. Suspension or termination does not cancel charges already due for a completed or active service period.
Customer data
Customers should request any needed data export before their service ends. Export assistance, continued access and deletion after cancellation are governed by the applicable customer agreement, technical availability, legal requirements and the Privacy Policy.
3. Custom software and development projects
Custom projects are delivered according to an accepted quotation or separate agreement covering scope, price, payment stages, delivery and acceptance. Changes to the agreed requirements may affect cost and timing and should be confirmed in writing.
Amounts attributable to work or agreed project parts already delivered are non-refundable. If a project is cancelled, amounts paid for agreed work that has not yet been delivered may be eligible for refund after the completed and delivered portions have been identified. The calculation will follow the quotation, milestone records and any signed project agreement.
A customer should review deliverables within any acceptance process stated in the project agreement and notify us promptly of a material issue.
4. Hardware and accessories
Incorrect items
If APPOSPREY supplies an item that does not match the confirmed order, the customer should notify us within seven calendar days after delivery. Once the issue is verified, we will arrange an appropriate replacement, exchange or refund.
Defective items and warranty
A defective item is handled under the original warranty period and warranty conditions shown on the APPOSPREY invoice or the applicable manufacturer or supplier warranty. The available remedy may be diagnosis, repair, replacement, exchange or refund depending on the fault, warranty terms, product availability and applicable law.
Warranty coverage does not automatically apply to damage caused by misuse, unauthorised repair, unsuitable power or connectivity, accidental damage, normal wear, consumables or failure to follow product instructions unless the invoice or applicable warranty expressly provides otherwise.
Return transport
APPOSPREY will arrange or cover reasonable return transportation for an approved incorrect or defective item. Customers should obtain return instructions before sending hardware. Items should be returned with the available accessories, documentation and original packaging where reasonably possible.
This policy does not promise a general change-of-mind return. Any other return request will be considered individually and must be approved in writing before the item is returned.
5. Hardware delivery
Hardware orders within Sri Lanka's Western Province are normally delivered within one week after the order, stock availability and payment are confirmed. Delivery timing for other parts of Sri Lanka will be agreed with the customer. Any stated date may change because of stock, manufacturer, courier, weather, access or other circumstances outside our reasonable control and we will communicate material known delays.
Customers should inspect delivered items and report an incorrect item or visible delivery damage promptly with the invoice or order reference and, where helpful, photographs of the item and packaging.
6. Installation, configuration and other IT services
Charges for installation, configuration, maintenance, consulting or support already delivered are normally non-refundable. If a prepaid service is cancelled before delivery, the amount relating to the undelivered work may be eligible for refund after review of the applicable quotation or service agreement.
7. How to request a cancellation, return or refund
Email info@apposprey.com or call +94 77 176 1234. Please provide:
- Your name, business name and contact details.
- The invoice, order, subscription or transaction reference.
- The product or service concerned.
- The reason for the request and the requested outcome.
- Supporting photographs or documents when the request concerns hardware damage, an incorrect item or a defect.
8. Review and payment processing
We aim to review a complete request and provide an initial decision or request for further information within five business days. Some hardware claims may require inspection or manufacturer review before the final remedy is confirmed.
An approved refund will normally be returned through the original payment method where that method supports refunds. PayHere card refunds may be processed through PayHere. Once a delayed refund has been processed by the payment gateway, banks and card networks may require approximately five to ten days or longer to show it on the customer's account. A non-card or partial refund may require an agreed alternative method such as a bank transfer. Processing time controlled by a payment provider or bank is outside APPOSPREY's direct control.
9. Contact us
Refund and cancellation enquiries can be sent to info@apposprey.com. Our telephone number and business postal address are available on the Contact page.