Refund Policy

1. Overview

MasjidConnect offers a few different things, and refund rights differ for each:

• Software licences (Starter, Growth, Pro): one-off lifetime licences, sold through Paddle.
• Installation packages & hardware: on-site installation, the MasjidConnect Display Unit, and related screens, invoiced directly by MasjidConnect.
• Annual services: Care, Priority Care, Display Guard, and the Community App listing plans, and the Community App listing.

Software licences (and any services billed through it) are billed and processed by Paddle.com, Inc. (“Paddle”), who act as our Merchant of Record. Paddle is responsible for payment processing, invoicing, tax, and the disbursement of approved refunds for those purchases. Installation, hardware, and items we invoice directly are handled by MasjidConnect.

This policy applies to purchases made through MasjidConnect and does not affect your statutory rights under UK law.

Donations are separate. This policy does not apply to donations made to a Masjid through the platform. Refund requests for donations should be directed to the receiving Masjid; donation payments are processed by Stripe on behalf of the Masjid.

2. Statutory Cooling-Off Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where they apply, you have a statutory right to cancel within 14 days of your purchase and receive a refund.

Two important points about how this works in practice:

• Services you ask us to start early. If you ask us to begin a service (such as installation) during the 14-day cooling-off period, and the service is then fully carried out, you lose the right to cancel it. If it is only partly carried out, we may retain a proportionate amount for the work done.
• Digital software. Where you access your software Licence immediately and acknowledge that doing so ends your cancellation right, the statutory cooling-off right may no longer apply. But our money-back guarantee below still does.

To exercise your statutory right to cancel, email us at support@masjidconnect.co.uk within 14 days of your purchase, stating your intention to cancel and your Account email address.

3. Money-Back Guarantee

In addition to your statutory rights, MasjidConnect offers a 14-day money-back guarantee on a first-time software Licence purchase: if you are not satisfied within 14 days of buying a Starter, Growth, or Pro licence, we will issue a full refund. No questions asked.

This guarantee applies to first-time licence purchases only and is limited to one refund per organisation. It does not apply to licence upgrades, to installation or hardware that has already been supplied or installed, or to renewals of annual services.

4. Software Licences

Software licences are one-off lifetime purchases. Once the 14-day money-back period has elapsed, a licence is non-refundable.

• There is no recurring charge, so there is nothing to cancel: a licence simply remains yours.
• If you upgrade to a higher plan, you pay only the difference between your current and new licence price. Upgrade payments are non-refundable once the higher-tier features have been made available.
• You may stop using paid features or continue on the Free plan at any time; this does not entitle you to a refund of a licence already purchased.

5. Installation & Hardware

Before your installation

If you cancel an installation package before the on-site visit has taken place, we will refund the amount paid, less the cost of any hardware already dispatched to you and any non-recoverable third-party costs incurred on your behalf.

After installation has been carried out

Once installation work has been completed, the installation labour and the hardware supplied are non-refundable, except where hardware is faulty or as otherwise required by law. Training delivered on the day is likewise non-refundable.

Hardware bought on its own

A MasjidConnect Display Unit purchased separately comes with a 30-day money-back guarantee if you are not satisfied, provided it is returned in resalable condition. After that, a 12-month return-to-base warranty covers manufacturing defects. Hardware is sold to you and becomes your property on payment; replacement of faulty or damaged hardware is not included in any support plan, but warranty and statutory rights continue to apply.

6. Care Plans & Community App Listing

Care, Priority Care, Display Guard, and the Community App listing are billed annually and renew automatically each year unless cancelled. Current prices are published on our pricing page.

• Cooling-off: You may cancel within 14 days of your first purchase of an annual service for a full refund, unless you have asked us to begin providing it and it has been substantially used.
• Cancellation: You may cancel at any time from your admin dashboard or by emailing us. Cancellation stops the next renewal; the service continues until the end of the year already paid for.
• After the cooling-off period: The current year is non-refundable, although we may consider a pro-rated refund at our discretion. Please contact us to discuss.

Genuine software faults are corrected at no charge under Platform Support on every licence, regardless of whether you hold a care plan. Paid care plans cover hands-on settings and training within your plan's help sessions, not fault reporting.

7. Service Issues

If MasjidConnect experiences significant downtime or the Service is materially unusable for an extended period due to issues within our control, we may at our discretion issue an account credit or refund for the affected period.

To report a service issue and request compensation, please contact us at support@masjidconnect.co.uk with details of the issue and the dates affected.

8. How to Request a Refund

To request a refund, please follow these steps:

• Email support@masjidconnect.co.uk with the subject line “Refund Request”;
• Include your Account email address;
• Tell us what you purchased (licence, installation, hardware, or an annual service); and
• Briefly describe the reason for your refund request.

Processing Times

• We will acknowledge and respond to your refund request within 3 business days.
• Approved refunds for software licences are processed by Paddle and typically appear on your original payment method within 5–10 business days. Refunds for items we invoice directly are returned to your original payment method within the same window.

9. Exceptions

Refunds will not be issued in the following circumstances:

• Your Account has been suspended or terminated due to a breach of our Terms of Service;
• Installation work has been completed, or hardware has been supplied and is not faulty, outside the windows described above;
• You have requested voluntary deletion of your Account and all associated data prior to the refund request being processed; or
• The refund request falls outside the applicable guarantee or statutory period, and there are no extenuating service issues.

All refunds are issued in GBP at the original rate paid. We are unable to account for currency conversion differences.

10. Contact

For any questions about this Refund Policy or to initiate a refund request, please contact us:

• Email: support@masjidconnect.co.uk
• Response time: Within 3 business days

You can also manage annual services and cancellations directly from the MasjidConnect admin portal.