Refund & Cancellation Policy

1. Restaurant SaaS Subscription Cancellations & Refunds

For restaurant owners subscribing to paid tiers (such as Pro Growth or VIP Enterprise):

A. 7-Day Money-Back Guarantee (First-Time Subscriptions)

If you subscribe to a paid MENU.IND.IN tier for the first time and discover that our platform does not suit your operational workflow, you may request a 100% full refund of your subscription fee within seven (7) calendar days of your initial payment. Simply email support@menu.ind.in from your registered owner email address, and your payment will be refunded with zero penalty or administrative deduction.

B. Recurring Monthly & Annual Billing Cancellations

You may cancel your recurring subscription at any time from your Cafe Owner Dashboard under Settings > Subscription. Upon cancellation, your paid privileges will remain active until the conclusion of the current prepaid billing period. Subsequent billing cycles will not be charged. Recurring monthly fees already billed are non-refundable once the 7-day initial guarantee period has expired.

C. Annual Plan Prorated Cancellations

Annual subscriptions cancelled after the 7-day initial guarantee period are generally non-refundable. However, in cases of documented business closure or physical store relocation, our management team may, at its sole discretion, evaluate requests for prorated credit or partial refunds on a case-by-case basis.

2. Dining Customer Food Orders (Dine-In & Takeaway)

MENU.IND.IN provides the digital ordering communications conduit between dining customers and independent restaurants. Because food items are perishable goods prepared on-demand to order, the following cancellation and refund guidelines apply:

A. Cancellation Prior to Kitchen Acceptance

When a customer submits an order via the digital menu, the ticket arrives on the restaurant's live Kitchen Display System (KDS) in a “Pending” status. The customer may request cancellation while the order remains in Pending status before the restaurant staff presses “Accept”. If accepted, any online payment will be reversed in full.

B. Cancellation After Kitchen Preparation Begins

Once the kitchen has accepted the order and food preparation has commenced, orders cannot be unilaterally canceled by the guest. If a customer must depart prematurely, cancellation is subject entirely to the discretion of the on-duty restaurant floor manager.

C. Kitchen Rejections & Sold-Out Dishes

If a restaurant kitchen rejects an entire order or specific individual dishes due to ingredient exhaustion (e.g. “Truffle Fries Out of Stock”):

• If the customer selected “Cash at Counter”, the bill total is automatically adjusted downward on the guest's digital receipt.
• If the customer paid online via UPI/Card, our system issues an instantaneous automated partial or full refund API call to the restaurant's connected payment aggregator.

3. Failed Transactions & Double Debits

In the rare event that a customer's bank account or UPI app (Google Pay, PhonePe, Paytm) is debited but the digital ordering screen displays a payment failure or network timeout (often caused by poor mobile cell coverage inside a basement dining lounge):

• Automated Bank Reconciliation: The National Payments Corporation of India (NPCI) and our integrated RBI payment aggregator initiate an automated settlement check within twenty-four (24) hours.
• Uncaptured Funds Reversal: If the transaction was not confirmed and captured by the restaurant, the debited amount is automatically reversed back to the customer's source account within T+2 to T+5 business days without requiring manual intervention.

4. Payment Methods & Refund Turnaround Times

5. Chargeback Disputes & Abuse Prevention

In the event of an unjustified chargeback initiated by a customer with their card issuer for food duly served on premises, MENU.IND.IN provides the restaurant merchant with complete cryptographic audit records, including digital order timestamps, table session tokens, kitchen acceptance logs, and thermal invoice receipts to substantiate legitimate fulfillment.

6. Support & Refund Assistance Contact

For questions or assistance regarding refunds, reach our dedicated merchant and billing support desk at support@menu.ind.in or call our customer hotline at +91 98765 43210 (Mon–Sat, 9:00 AM – 8:00 PM IST).