Refund Policy

01Scope

This policy covers fees paid by restaurant customers to OrderConnects. Refunds to diners for food orders are decided by the restaurant, which is the seller of the food. See "Diner refunds" below.

02Subscription fees

• Monthly plans: you can cancel before the next billing date and will not be charged again. We do not refund partial months.
• Annual plans: you can cancel within 14 days of the first payment for a full refund, less any setup work already completed. After that, annual fees are non-refundable, but you keep access until the end of the term.
• Downgrades apply from the next billing cycle and do not create a refund.

03Setup and onboarding

Setup fees cover menu import, zone drawing, training and go-live support. If you cancel before we start setup, we refund the setup fee in full. Once setup has started, we refund the portion for branches we have not yet onboarded.

04Add-ons and credits

Unused WhatsApp and SMS credits are non-refundable and expire [12] months after purchase. Hardware can be returned unused and in original packaging within 7 days of delivery for a refund, less shipping. Faulty hardware is covered by the manufacturer warranty.

05Service credits

If your plan includes an uptime SLA and we miss it, you are entitled to service credits as described in your order form. Service credits are applied to future invoices and are not paid as cash.

06Diner refunds

When a diner pays online, the restaurant decides whether to refund an order, for example for a cancelled or missing item. Refunds are issued from the restaurant portal and returned to the original payment method by the payment gateway, usually within 5–10 working days. Wallet and bank timings vary.

07How to request a refund

Email billing@orderconnects.com with your company name, invoice number and the reason. We respond within 5 working days. Approved refunds are paid to the original payment method within 14 days.