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1. What this policy covers
This policy applies to software subscription payments made to GiveMyMenu for GiveMyMenu. It covers monthly and yearly account subscriptions, including available global card and Nepal NPR payments. It does not set the refund rules for food, drinks, accommodation or other services purchased from an individual venue; contact that venue about those purchases.
The offers below are additional voluntary protections. They do not limit a refund, cancellation, cooling-off, replacement or other remedy you are entitled to under applicable law. If a mandatory right is more favourable, that right applies.
2. First purchases: 14 days
You may request a full refund of your first paid GiveMyMenu subscription within 14 calendar days of the confirmed payment date. This applies to both monthly and annual subscriptions and is available once per account. A free trial does not count as a paid purchase.
You do not need to show a software defect to use this first-purchase offer. Contact us within the window using the account’s registered email and identify the payment. Duplicate or incorrectly collected amounts and mandatory legal remedies are assessed separately, even after this window.
3. Accidental renewals: 7 days
If a card subscription renews automatically by mistake, request a refund within 7 calendar days of the renewal payment. This voluntary renewal offer applies when the renewed service period has not been used, apart from accessing billing or contacting support to resolve the renewal.
Using operational subscription features during the renewed period, such as processing new orders or actively managing venue operations, normally means it is no longer an unused renewal. Explain any exceptional circumstances so we can review them fairly. This condition does not restrict refunds required by law.
Manual prepaid extensions, including eSewa or Khalti payments that you initiate, do not count as automatic renewals. We will still review duplicate charges, payment errors, service failures and other applicable rights for those payments.
4. Incorrect charges and service problems
Contact us promptly about a duplicate payment, an amount different from the confirmed checkout, an unauthorised charge or a payment taken after an effective cancellation. We will investigate and correct verified errors. The voluntary 14-day and 7-day windows do not remove applicable legal or payment-dispute rights.
If a material purchased feature cannot be supplied or a serious service failure cannot be remedied within a reasonable time, contact us about the appropriate remedy. This may include a refund or another remedy required by law. If we permanently withdraw a prepaid service for reasons unrelated to your breach, we will refund the unused prepaid portion, subject to any greater remedy required by law.
5. How to cancel future payments
Card subscriptions: open Dashboard → Plan & billing → Manage card subscription and cancel automatic renewal through the payment-provider portal. Keep the cancellation confirmation. If the portal is unavailable, email hello@givemymenu.com before the next renewal date so we can assist.
Nepal prepaid subscriptions: available eSewa or Khalti payments do not renew automatically; do not make another payment if you do not want to extend access.
Cancellation stops future renewals when effective. It does not itself refund an earlier charge. Paid access normally continues to the end of the current period, unless an approved refund or another remedy changes that period. Removing a venue, deleting a table, signing out or simply stopping use does not cancel an account subscription.
6. Requests outside the voluntary windows
Outside the offers above, payments are generally non-refundable for a change of mind, unused time, a later downgrade or a decision to stop operating a venue. Annual subscriptions are not ordinarily refunded proportionately just because the account is cancelled part-way through the year.
We may consider exceptional circumstances, but these general limits never override mandatory rights, verified billing errors or the service-failure remedies described above. A written agreement may provide additional rights; it cannot remove rights that applicable law protects.
7. Requesting a refund
Email hello@givemymenu.com from your registered account email with the subject “Subscription refund request”. Include:
- Your account email and the plan concerned.
- The payment or invoice reference, payment date, amount and currency.
- The payment method and the reason for the request.
- For an accidental renewal, confirmation that the renewed period has not been used.
Never include a full card number, card security code, banking password, wallet PIN or one-time verification code. We may request reasonable proof of account ownership or a payment receipt. We aim to acknowledge a request within two business days and provide a decision within five business days after we have the necessary information. Complex payment-provider investigations may take longer; we will explain any delay.
8. Approved refunds and access
Approved refunds are normally returned through the original payment provider to the original payment method, in the currency collected. We aim to submit an approved refund within five business days. Your bank or wallet controls when the money appears; allow additional processing time and contact us with the refund reference if it has not arrived.
We do not ordinarily deduct our own payment-processing cost from an eligible full refund. A bank’s or wallet’s separate fees and exchange-rate movements are outside our control, so the amount displayed in another currency may differ. Where the original route cannot accept a refund, we will agree a secure alternative after verifying ownership.
A refund for an entire paid period may end the associated paid access and stop that subscription’s future renewal. A partial refund’s effect will be explained before processing. A refund does not automatically erase orders, bills or legally required records; retention follows the Privacy Policy.
9. Payment disputes and contact
Contacting us can help resolve a payment problem, but it does not prevent you from using a bank, wallet, consumer authority or other lawful dispute process within its applicable deadline. If a dispute is already open, tell us so we can coordinate with the provider and avoid a duplicate reimbursement.
Email GiveMyMenu at hello@givemymenu.com. Read the Terms & Conditions for the wider service agreement.