Refund Policy

1Overview

RestOrder is a Software-as-a-Service (SaaS) product. When you subscribe to a paid plan, you immediately receive access to all features of that plan. Because value is delivered on day one, our refund policy reflects the nature of digital services rather than physical goods.

This policy applies to direct subscriptions purchased through the RestOrder platform. Subscriptions purchased through third-party resellers or marketplaces are subject to the refund policy of that platform.

This Refund Policy forms part of and should be read alongside our Terms of Service.

2Monthly Subscriptions

You may cancel at any time from your account dashboard (Settings → Subscription → Cancel Plan). Cancellation stops future renewals while preserving your access until the end of the paid period.

Example

If you subscribe on March 1 and cancel on March 15, you retain access until March 31 and will not be charged again. No refund is issued for the 16 unused days.

Downgrades

If you downgrade from a higher plan to a lower plan mid-cycle, the downgrade takes effect at the next billing date. No partial refund or credit is issued for the remaining days on the higher plan.

3Annual Subscriptions

14-Day Refund Window

The refund amount is calculated as: (annual price ÷ 365) × unused days, rounded to the nearest cent, less any promotional discounts applied at purchase.

After 14 Days

After the 14-day window closes, or after any paid features have been used, annual subscriptions are non-refundable. Cancellation of an annual plan stops renewal at the end of the annual term; unused months are not refunded.

Annual Plan Renewal

Renewals of an existing annual subscription are treated identically: the 14-day, unused-features policy applies from the renewal date. We send a renewal reminder at least 7 days before billing; if you no longer wish to renew, cancel before the renewal date to avoid being charged.

Upgrade Mid-Year

If you upgrade from a monthly plan to an annual plan or upgrade between annual plan tiers, the unused balance may be applied as a pro-rata credit toward the new plan at our discretion. Contact [email protected] for assistance with upgrade credits.

4Free (Starter) Plan

The Starter plan is free of charge. There are no fees and therefore no refunds applicable. You may downgrade to the Starter plan or close your account at any time without financial obligation.

If you were charged unexpectedly, please contact us immediately at [email protected] — this would indicate a billing error which we will investigate and correct promptly.

5Non-Refundable Items

The following are explicitly non-refundable regardless of circumstance:

• Setup fees or any one-time onboarding charges
• Overage charges for exceeding plan limits (additional orders, menus, etc.)
• Add-on purchases (premium templates, branded QR packs, white-label add-ons)
• Promotional or discounted prices — discounts are applied at the time of purchase; they are not refundable
• Subscriptions on accounts terminated for policy violations — accounts closed due to violation of our Terms of Service or Acceptable Use Policy are not eligible for any refund
• Taxes — applicable taxes charged at time of billing are not refundable by RestOrder (you may be able to seek reimbursement through your local tax authority)
• Currency conversion losses — if a refund is issued in a currency different from the charge currency, exchange rate differences are not our responsibility

6How to Request a Refund

• 1
  Cancel your subscription first Go to Settings → Subscription → Cancel Plan in your dashboard. This prevents further charges while your request is reviewed.
• 2
  Email us at [email protected] Use the subject line: "Refund Request – [your account email]"
• 3
  Include the following in your email Account email address · Plan name and billing cycle · Date of charge · Transaction reference (from your invoice) · Reason for the refund request
• 4
  Wait for our response We will respond within 5 business days. We may ask follow-up questions to verify eligibility.
• 5
  Refund issued (if approved) Approved refunds are returned to your original payment method within 7–10 business days, depending on your bank or payment provider.

Exceptional Circumstances

We understand that sometimes things happen. Requests outside the standard policy window (e.g., serious illness, billing errors, genuine technical faults that prevented use of the platform) will be reviewed on a case-by-case basis at our sole discretion. We will always aim to be fair.

7Refund Processing Times

Once a refund is approved, processing times vary by payment method:

• Credit / Debit Card: 5–10 business days to appear on your statement
• Flutterwave (Mobile Money / Bank Transfer): 3–7 business days
• PayPal: 3–5 business days to your PayPal balance; additional time may apply to transfer to a bank account
• ClickPesa: 2–5 business days
• Bank Transfer: 5–10 business days

If you haven't received your refund after the stated window, first check with your bank or payment provider. Then contact us at [email protected] with your refund confirmation reference.

8Chargebacks & Payment Disputes

If you believe you have been charged incorrectly, email us at [email protected] and we will investigate promptly. Most billing errors can be resolved within 1–2 business days without involving your bank.

If a chargeback is filed, we reserve the right to:

• Suspend your account pending investigation
• Provide evidence of service delivery to your bank or card network
• Pass on any chargeback fees imposed on us by the payment processor
• Decline future subscriptions if the dispute is found to be fraudulent

9Contact & Questions

For all refund requests or billing questions, please get in touch:

• Email: [email protected]
• Contact form: restorder.online/contact

Our billing support team responds within 5 business days (typically faster). For urgent billing issues, mark your email subject as "Urgent – Billing".

For broader legal questions, see our Terms of Service or Privacy Policy.