Refund Policy

This Refund Policy explains the terms under which Hiran Spectrum, the provider of Candle OS, issues refunds for subscription payments. It should be read alongside our Terms of Service.

1. Free trial and demo

We recommend booking a live demo and, where offered, using any available trial period before subscribing, so you can confirm Candle OS fits your restaurant's needs prior to payment.

2. Subscription refunds

• First-time subscribers may request a full refund within 7 days of their first payment if they have not actively used the platform for live billing operations beyond initial setup and testing.
• Monthly subscriptions are billed in advance and are non-refundable for the current billing period once that 7-day window has passed, though you may cancel to prevent future charges.
• Annual subscriptions cancelled after the 7-day window may be eligible for a prorated refund of unused months at our discretion, less any discount applied for choosing annual billing.
• Onboarding, training, hardware and any custom development fees are non-refundable once the corresponding work has been delivered.

3. Service issues

If you experience a significant, sustained service outage or defect that materially prevents you from using Candle OS and our support team is unable to resolve it within a reasonable time, you may be eligible for a partial or full refund or service credit for the affected period, assessed on a case-by-case basis.

4. Non-refundable circumstances

• Change of mind after the 7-day window, where the Service has been used as intended.
• Account suspension or termination due to breach of our Terms of Service.
• Third-party payment gateway or bank charges incurred during the refund process.
• Partial-month usage on monthly plans cancelled mid-cycle.

5. How to request a refund

To request a refund, contact our support team with your account details, invoice number, and reason for the request. We aim to review and respond to refund requests within 5 business days. Approved refunds are processed to the original payment method within 7–10 business days, subject to your bank or payment provider's own processing times.

6. Changes to this policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last updated" date and will apply to payments made after the update, unless otherwise required by law.