Payments and refund policy

Mosiflow sells MosiShop as a subscription, billed monthly or yearly in advance. The price you see on our pricing page and inside the app is read live from our plan catalog, so it is always the current price. Taxes, where they apply, are shown at checkout before you pay.

A free trial, where offered, covers one business with one branch and does not require a card. Extra businesses and branches are available as paid add-ons on a paid plan.

We accept two kinds of payment:

• Cards and online payments, processed by Paddle. Paddle.com Market Limited (“Paddle”) is our Merchant of Record. When you pay by card, Paddle sells the subscription to you, collects payment and any applicable sales tax or VAT, issues your invoice and receipt, and handles payment support and refunds for those orders. Card payments are always charged in US dollars at the global price.
• Mobile money (for example Lumicash, EcoCash and M-Pesa) in supported countries. You pay in local currency to our merchant account using a payment reference generated in the app, and we confirm the payment and activate your plan. Local prices apply to mobile money only.

We never see or store your full card number. Card details are entered on Paddle's secure checkout and are handled by Paddle and its payment partners. You may see “Paddle.net” or “Paddle.com” on your bank statement.

Card subscriptions renew automatically at the end of each billing period until you cancel. We or Paddle may email you before a renewal. If a renewal payment fails we retry for a short period; if it still cannot be collected, the subscription is suspended until payment is made. Your data is kept so you can resume.

Mobile money plans do not auto-renew: you pay for each period, and the plan lapses at the end of the period you paid for unless you pay again.

• Upgrade: takes effect immediately. The unused part of your current period is credited against the new price, and any remaining credit is carried on your account.
• Switching monthly to yearly on the same plan takes effect immediately; yearly to monthly is scheduled for the end of the paid year.
• Downgrade: scheduled for the end of the current period. You keep your current plan until then and are not refunded for the unused part.
• Cancellation: see the next section for exactly what happens.

You can cancel at any time from Plan & billing in the app or by emailing support@mosiflow.com. There is no cancellation fee. Here is what happens:

• Today: your cancellation is recorded and you get a confirmation. For card subscriptions Paddle also emails you a confirmation.
• Until the end of the period you paid for: everything keeps working. You can still sell, sync and use your plan's features, and you can change your mind with “Keep my plan”.
• No further charges: the subscription does not renew and no new payment is taken. Cancelling does not refund the current period, unless the 14-day guarantee below applies. If you cancel inside the 14 days and ask for a refund, access ends when the refund is issued.
• After the period ends: the account moves to a locked, unpaid state. Paid features stop, and sales are no longer accepted. Your data is not deleted: it is kept for at least 30 days so you can export it or subscribe again and carry on where you stopped.
• Add-ons: cancelling an extra business or branch stops it from renewing; it works until the end of its paid period.
• Free trial: if you do nothing, a trial simply ends. No card is on file, so nothing is charged.

14-day money-back guarantee. If you are not satisfied with a new paid subscription, you can request a full refund within 14 days of your first payment for that subscription. This is in addition to any rights you have under the law where you live.

After the first 14 days:

• Renewal payments can be refunded within 14 days of the renewal if you have not used the new period; after that you can cancel to stop future charges.
• We will refund, in full or in part, where we charged you in error, charged you twice, or where a service fault on our side prevented you from using MosiShop for a substantial part of the period.
• Add-ons (extra businesses or branches) can be refunded within 14 days of purchase if they have not been used.

Refunds are not available for periods in which the account was suspended for a breach of our Terms.

• Card payments: because Paddle is the Merchant of Record, refunds are issued by Paddle to the card you paid with. Email support@mosiflow.com with your receipt and we will request the refund for you, or contact Paddle through the link in your receipt. Refunds normally appear within 5 to 10 business days, depending on your bank.
• Mobile money: email support@mosiflow.com with your payment reference. Approved refunds are sent back to the same mobile money number within 7 business days. Mobile money operator fees may not be recoverable.

We answer refund requests within 3 business days.

Card refunds are returned in the currency you paid. Exchange-rate differences between the charge and the refund are determined by your bank. Where tax was collected on the order, it is refunded together with the price.

If you think a charge is wrong, please contact us before opening a dispute with your bank so we can fix it quickly. Email support@mosiflow.com or write to Mosiflow, Bujumbura, Burundi. See also our Terms of Service and Privacy Policy.