Refund Policy
This policy outlines the guidelines, timelines, and conditions for subscription cancellations, guest QR transaction refunds, and billing disputes within our ecosystem.
Thank you for trusting Menu360(“Ecosystem”, “Platform”, “we”, “our”, “us”). We are committed to providing a transparent, smooth, and robust billing ecosystem for our restaurant and hotel partners as well as their customers. This Refund Policy describes the refund terms, transaction guidelines, cancellation windows, and settlement timelines.
By subscribing to our platform packages or using our checkout modules, you agree to comply with and be bound by the terms outlined in this policy. If you find any discrepancies in your plan billing or UPI/card payouts, please raise a support ticket at [email protected].
1Merchant Subscription Cancellations
Menu360 operates on subscription schedules (billed monthly or annually) to ensure hosting scale, automated WhatsApp updates, and core POS server uptime.
A. Cancel-at-Anytime Rule
You can terminate or downgrade your Menu360 subscription pack at any time. Once canceled, your dashboard features will remain active until the end of your current active billing cycle, and no future payments will be charged.
B. Non-Refundable Policy
All subscription charges are non-refundable. We do not provide prorated refunds or credits for any unused days in a monthly or annual billing cycle or for unaccessed manager accounts.
C. Trial Access Parameters
New restaurants and hotels may receive customized sandbox/trial accesses. No charges are billed during trial phases, and merchants can cancel prior to card registration without any fees.
2Guest QR Transaction Refunds
When a hotel room guest or restaurant customer orders food or books a facility using Menu360 QR checkout:
- Direct Merchant Responsibility: The food and service delivery is managed entirely by the merchant (restaurant, hotel, or cloud kitchen). If a guest requests a refund due to poor service quality, cancellation of items, or missing orders, the merchant has full authority and responsibility to settle, refund, or adjust the amount.
- Triggering Refunds via Dashboard: Merchants can issue partial or full transaction refunds directly to guests via the Menu360 administrative billing dashboard.
- Automatic Guest Reversal:Once a refund is clicked and approved by the merchant manager, the transaction is processed through our payment aggregator and reversed back to the guest’s original source (UPI, Card, Wallet) within 5 to 7 operational banking days.
3Disputed Transactions & Payout Matches
For transaction settlement mismatches or customer double-deductions at digital checkouts:
- Double Deductions:If a guest’s bank account is charged twice due to a network glitch during table scan payment but the merchant POS shows the order as failed, the payment gateway will automatically reverse the stuck amount to the customer within 48-72 banking hours.
- Payout Verification Window: Merchants must notify our billing support desk within 30 days regarding any settlement discrepancy or mismatched payout logs appearing on their administrative payout dashboards.
4Hardware & Integration Terminals
Terms regarding physical hardware integrated into the Menu360 KDS or POS system (e.g. thermal printers, QR acrylic table stands, or payment soundboxes):
Purchased Hardware
Physical thermal printers, POS tablet stands, or QR standees purchased directly from our distribution desk are eligible for a 7-day replacement guarantee in case of manufacture defects. They are non-refundable.
Software Customization
Fees collected for one-time bespoke menu data entry, customized WhatsApp API configuration, or custom vector layout setups are completely non-refundable.
5Account Termination & Balance Settlements
Upon request for permanent account termination or merchant deactivation:
- We will calculate and settle all pending transactions collected through the UPI / Card channel until the exact minute of deactivation.
- A final payout settlement report will be generated and dispatched to your registered merchant email address.
- All active merchant catalog hosting databases, staff access lines, and cloud configurations will be wiped within 15 working days, excluding legal tax logs.
6Get in Touch & Billing Concerns
If you have queries regarding automated renewals, billing issues, payout discrepancies, or guest refund procedures, please connect with our dedicated billing support desk:
Andheri East, Mumbai, India