SaaS Refund Policy

DineOwn — SaaS Refund Policy Effective Date: As displayed on the published policy page. Operator: [FULL REGISTERED LEGAL ENTITY NAME] Contact: [BILLING SUPPORT EMAIL] 1. Purpose This SaaS Refund Policy describes the cancellation, refund, billing correction, and subscription dispute procedures for DineOwn software subscriptions and paid platform services. DineOwn aims to maintain transparent billing practices while protecting both Customers and the platform from unauthorized transactions, duplicate payments, and misuse. This Policy forms part of the applicable Business Terms of Service. Nothing in this Policy limits rights that cannot lawfully be waived. 2. Scope This Policy applies to eligible DineOwn software subscription charges, paid add-ons, and other SaaS charges billed by DineOwn. It does not govern refunds for restaurant food orders, food delivery, tips, or transactions for which an independent restaurant is the seller. Those transactions are subject to the relevant restaurant's obligations, applicable payment-provider procedures, and mandatory consumer protection laws. 3. Free Trial Where offered, the applicable free trial period is displayed during signup or in the Customer's account. A trial permits eligible users to evaluate specified DineOwn features without paying subscription charges for that trial period. A trial does not automatically create a paid subscription unless the Customer separately authorizes an applicable paid billing arrangement. At trial expiration, access to paid features may be restricted until a subscription is activated. Features, trial eligibility, and trial usage allowances may vary according to an offer or plan. 4. Paid Subscription Activation A paid subscription begins when the Customer affirmatively authorizes the relevant paid plan and the payment is successfully recorded or otherwise accepted. Before payment, DineOwn must disclose the applicable subscription price, billing interval, renewal conditions, material limitations, and cancellation arrangements. Payment authorization does not create rights to features not included in the selected plan. 5. Subscription Cancellations Customers may cancel their subscription through the available billing controls or by contacting DineOwn support where the applicable billing interface does not support cancellation. For an authorized recurring subscription, cancellation prevents renewals after the applicable cancellation effective date, subject to billing-provider processing and mandatory law. Cancellation ordinarily does not create an automatic right to a refund for a subscription period already purchased. Unless otherwise required by law or specified in an offer, access to paid features may continue until the end of the already-paid subscription period. Customers should retain cancellation confirmation details. 6. Monthly Subscription Refunds Monthly subscription payments are generally non-refundable for unused time after a properly authorized subscription period has started, except where required by applicable law, expressly promised in a specific offer, or approved by DineOwn under this Policy. A request may be considered where there is a verified duplicate charge, unauthorized charge, material billing error, or eligible failure to supply the purchased service. DineOwn will evaluate each request fairly using available payment and service records. 7. Annual Subscription Refunds Annual subscriptions may be offered at discounted rates in exchange for a longer billing commitment. Where the annual payment and term have been clearly disclosed and validly authorized, the unused portion of the annual period is ordinarily not refundable merely because the Customer stops using the platform. Exceptions may apply where mandatory law requires a refund, DineOwn has expressly agreed to another arrangement, or an eligible service failure or billing error is established. Any legally required refund or adjustment takes precedence over this general policy. 8. Add-ons and Optional Services Add-ons may include additional usage allowances, staff seats, branch capacity, messaging credits, AI usage, premium listings, or other optional services. The price, duration, limits, and material conditions must be disclosed before purchase. Refund eligibility depends on the applicable offer, whether the service was supplied or consumed, and mandatory law. Unused balances do not automatically convert to cash or transfer to other subscriptions unless expressly permitted. Where a purchased add-on cannot be supplied, DineOwn will provide the remedy required by law or an applicable written agreement. 9. Duplicate, Unauthorized, or Incorrect Charges Customers should promptly report suspected duplicate, unauthorized, or incorrect charges. DineOwn will review available payment references, checkout records, provider confirmations, and relevant account activity. Where an incorrect charge is verified, DineOwn will take appropriate corrective action, including a refund or adjustment where required. DineOwn may request reasonable verification before processing a refund, but will not impose unnecessary obstacles to legally required remedies. 10. Service Availability and Material Failures Temporary maintenance, short interruptions, or independent third-party outages do not automatically create a refund entitlement unless required by law or an applicable service-level agreement. Where DineOwn materially fails to provide a purchased service and does not provide an appropriate remedy, refund or termination rights will be assessed under the agreement and applicable law. DineOwn may offer a service credit, alternative remedy, or refund where appropriate. Any settlement of statutory rights requires lawful consent. 11. Refund Request Procedure A Customer may submit a request to [BILLING SUPPORT EMAIL] with: - Registered account email. - Business or restaurant name. - Payment date and transaction reference. - Amount and currency. - Description of the issue. - Relevant supporting information. Customers must not email complete payment-card details, passwords, or other unnecessary sensitive credentials. DineOwn will acknowledge and handle requests in accordance with applicable legal requirements and its published support arrangements. 12. Refund Processing Approved refunds will ordinarily be initiated through the original payment provider or another lawful method where necessary. Actual crediting time depends on the payment provider, issuing bank, payment method, and applicable regulations. Refunds are processed in accordance with the applicable currency and payment-provider rules. DineOwn does not guarantee an exact banking credit date where processing is outside its control. 13. Chargebacks and Payment Disputes Customers retain lawful rights to raise payment disputes with their banks or payment providers. DineOwn may provide transaction records and supporting evidence to the provider when responding to a payment dispute. Fraudulent payment claims, deliberate abuse, or attempts to obtain duplicate refunds may result in reasonable investigation or account restrictions, subject to applicable law. DineOwn will not penalize Customers merely for exercising legitimate statutory rights. 14. Failed Payments A payment failure, reversal, or chargeback may affect subscription status. DineOwn may provide reasonable opportunities to resolve billing issues and may restrict paid features where permitted by the agreement and applicable law. No collection fee, penalty, or interest applies unless lawfully agreed, disclosed, and permitted. 15. Restaurant Food Order Refunds Food-order cancellation and refund requests must ordinarily be directed to the restaurant identified at checkout. The restaurant remains responsible for the food, fulfillment, agreed delivery services, and applicable consumer remedies. DineOwn may provide available technical records or reasonable platform assistance where appropriate. This separation does not eliminate any obligations directly imposed on DineOwn under applicable law. 16. Changes to This Policy DineOwn may update this Policy prospectively to reflect service or legal changes. Material amendments will be communicated where required. An updated policy will not retroactively eliminate refund rights already accrued under a completed transaction. 17. Contact DineOwn Billing Support Legal Entity: [FULL REGISTERED LEGAL ENTITY NAME] Email: [BILLING SUPPORT EMAIL] Website: https://dineown.com Registered Address: [COMPLETE BUSINESS ADDRESS]