Refund & Cancellation Policy

1. What this policy covers

This policy explains cancellations and refunds for subscription fees paid by restaurant partners to BeanRow Technologies for the BeanRow Restaurant Management System.

This policy should be read together with our Terms & Conditions.

2. How billing works

• Subscriptions are billed in advance for the whole billing period — monthly, annual or as set out in your order form.
• Unless cancelled, a subscription renews automatically at the end of each period at the then-current rate.
• All fees are in Indian Rupees and exclusive of GST, which is added to your invoice.
• Charges are per Outlet and vary with the modules you have enabled.

3. Cancelling your subscription

You may cancel at any time. To cancel:

1. 1Open the Subscription page in your BeanRow admin dashboard, or
2. 2email support@beanrow.com from the address registered on your account, or
3. 3call +91 82600 61212 during support hours.

We will confirm your cancellation in writing. Please keep that confirmation.

What happens next

• Your subscription stops renewing — no further invoices are raised.
• You keep full access until the end of the period you have already paid for.
• Cancelling part-way through a period does not, by itself, entitle you to a refund of the unused days. See section 4.
• After your access ends you may export your data for 30 days, after which it is deleted or de-identified as described in our Privacy Policy.

4. When a refund is available

We will refund subscription fees in these situations:

• New subscriptions — if you cancel within 7 days of your first payment and have not made substantial operational use of the Service, you may request a full refund of that payment.
• Duplicate or erroneous charges — if you were billed twice for the same period, or charged after a confirmed cancellation, we refund the excess in full.
• Failed payments that were still debited — if a payment failed at our end but the amount left your account, we refund it in full.
• Prolonged service failure — if a fault attributable to BeanRow makes the Service substantially unusable for a continuous period exceeding 72 hours and we cannot restore it, we will refund the affected portion of your fees on a pro-rata basis.
• Billing errors by us — if we charged you for a plan, module or number of Outlets you did not agree to, we refund the difference.

Refunds outside these situations are at our discretion, considered case by case in good faith.

5. What is not refundable

• Subscription periods that have already been used, including the remaining days of the current period after a mid-term cancellation.
• One-time onboarding, setup, data migration, configuration and training fees once the work has been delivered.
• Hardware, printers, tablets or accessories supplied by a third party — these follow that supplier's own returns policy.
• Third-party charges, including payment gateway transaction fees, SMS and WhatsApp message charges, and domain or hosting costs paid to others.
• Fees where the account was suspended or terminated for breach of our Terms & Conditions.
• Custom development or bespoke integration work that has been delivered and accepted.
• Discounts, promotional credits, loyalty coins and free-trial periods, which carry no cash value.

6. How to request a refund

1. 1Email support@beanrow.com from the address registered on your account, with the subject line "Refund request".
2. 2Include your registered business name, the Outlet concerned, the invoice or payment reference, the amount, and the date of the charge.
3. 3Tell us briefly why you are requesting the refund, and attach any supporting evidence such as a bank statement line or a screenshot.
4. 4We acknowledge every request within one working day.
5. 5We assess the request and confirm the outcome in writing within 7 working days.

Refund requests must be raised within 30 days of the charge you are disputing.

7. How refunds are processed

• Approved refunds are returned to the original payment method. We cannot refund to a different account, card or UPI ID.
• Once approved, we initiate the refund within 3 working days.
• Your bank or card issuer then takes its own time to credit the amount — typically 5 to 10 working days, and sometimes longer for international cards.
• Where a refund to the original method is impossible — for example a closed account — we will agree an alternative in writing.
• Refunds are made net of any payment gateway fees that are non-recoverable, and net of GST already remitted where the law does not permit us to reclaim it.
• We issue a credit note for every refund, for your accounting records.

In some cases, and only with your agreement, we may offer account credit instead of a cash refund. You are never obliged to accept credit in place of a refund you are entitled to.

8. Chargebacks and disputes

If you believe a charge is wrong, please contact us first — we can almost always resolve it faster than a bank dispute.

Raising a chargeback without contacting us may lead to your account being suspended while the dispute is investigated. Where a chargeback is decided in our favour, we may recover the associated bank charges from you.

9. Refunds to diners

BeanRow provides the software your restaurant uses to take orders. We are not a party to the transaction between you and a diner.

• The restaurant decides whether to refund a diner and issues the refund.
• Admins and managers can review and action these through the Refund Requests screen in the dashboard.
• Where diner payments are collected through a payment gateway, that gateway's settlement and refund timelines apply.
• Diners with a complaint about an order should contact the restaurant directly.

10. Changes to this policy

We may update this policy from time to time. The revision date at the top of the page reflects the current version, and the version in force when you paid is the one that applies to that payment.

Material changes are notified by email or in-portal notice before they take effect.

11. Contact us

For anything relating to billing, cancellations or refunds:

• Billing and refunds: support@beanrow.com
• General enquiries: hello@beanrow.com
• Phone: +91 82600 61212 (Monday to Saturday, 9:00 AM to 7:00 PM IST)
• Registered office: [ to be completed: registered office address ]