Refund Policy

1. Scope of This Policy

This Refund Policy applies exclusively to subscription fees paid by restaurant operators ("Subscribers") to access the nWaiter platform. It covers:

• Monthly subscription fees across all plans.
• Any one-time setup or onboarding fees (if applicable).

This policy does not apply to food order payments processed by nWaiter's payment integration on behalf of restaurants — such refunds are solely the responsibility of the individual restaurant.

2. Subscription Refund Eligibility

nWaiter offers refunds in the following specific circumstances:

2.1 Seven-Day Money-Back Guarantee (New Subscribers)

First-time subscribers are eligible for a full refund if they request cancellation within 7 calendar days of their initial subscription payment, provided that:

• The platform has not been actively used to process live customer orders (test orders are permitted).
• The refund request is submitted via email with the registered account email address.
• The request is received within 7 days of the payment date as per our payment gateway records.

This guarantee applies to the first subscription payment only. Renewals or plan upgrades are not covered by this guarantee.

2.2 Service Outages

If nWaiter experiences a verified service outage affecting core ordering or kitchen management functionality lasting more than 24 continuous hours in a calendar month, subscribers may request a prorated refund or credit for the affected period. The refund amount will be calculated as:

Outages caused by third-party services (payment gateways, AI providers, cloud infrastructure), scheduled maintenance, or subscriber-side issues do not qualify.

2.3 Duplicate or Erroneous Charges

If you were charged more than once for the same subscription period due to a technical error, or if an incorrect amount was charged, a full refund of the excess amount will be issued upon verification.

2.4 Unauthorised Transactions

If a transaction was made without your authorisation and you report it within 72 hours of the charge, we will investigate and issue a refund if the claim is substantiated. You must also report the issue to your bank.

3. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Change of mind after the 7-day money-back period has expired.
• Partial month cancellations — if you cancel mid-month, no refund is issued for the remaining days. Access continues until the period end.
• Failure to use the service — non-usage does not constitute grounds for a refund.
• Plan downgrades — moving from a higher to a lower plan mid-cycle does not entitle you to a refund for the price difference.
• Account termination due to Terms violation — if your account is terminated for violating our Terms and Conditions, no refund will be issued.
• Third-party payment fees — gateway processing fees are non-refundable even if the subscription itself is refunded.
• GST and taxes paid — government taxes collected on subscription payments are non-refundable by us (though you may claim input tax credit as applicable).
• Promotional or discounted plans — subscriptions purchased at a special promotional price are non-refundable unless there is a verified technical error.

4. How to Request a Refund

To request a refund, follow these steps:

• Step 1: Send an email to billing@nwaiter.com from your registered account email address.
• Step 2: Include the subject line: "Refund Request — [Your Restaurant Name] — [Transaction ID]"
• Step 3: In the email body, provide:
  • Registered restaurant name and email.
  • Transaction ID from your payment confirmation email.
  • Date of payment.
  • Amount paid.
  • Reason for refund request (clearly described).
  • For outage refunds: screenshot of affected period or support ticket reference.
• Step 4: Our billing team will acknowledge your request within 2 business days and respond with a decision within 7 business days.

5. Refund Processing & Timeline

• Approved refunds are processed back to the original payment method (credit card, debit card, UPI, net banking).
• Refunds typically reflect in your account within 5–10 business days after approval, depending on your bank or card issuer's processing time.
• For UPI payments: refunds are typically credited within 2–3 business days.
• For credit/debit cards: refunds may take up to 10 business days to appear on your statement.
• nWaiter will bear the payment gateway reversal fees for approved refunds — you will receive the full refund amount.
• You will receive an email confirmation when the refund is initiated on our end.

6. Cancellation Policy

• You may cancel your subscription at any time from the Admin Dashboard → Subscription section.
• Cancellation stops future billing but does not trigger a refund for the current active period.
• Your access to the platform continues until the end of the current subscription period.
• After the period ends, your account enters an inactive state. QR code ordering for your restaurant's guests is disabled until you renew.
• Your data is retained for 90 days after cancellation, during which you can export it or reactivate your subscription.

7. Chargebacks & Disputes

We encourage you to contact us directly at billing@nwaiter.com before initiating a chargeback with your bank. Chargebacks initiated without first attempting resolution with us may result in:

• Immediate suspension of your account during the dispute investigation period.
• Permanent account termination if the chargeback is found to be fraudulent or unjustified.
• Recovery of any outstanding amounts through legal means.

We will cooperate fully with your bank or payment provider during any legitimate dispute investigation.

8. Guest Order Payments

nWaiter's payment integration (via Razorpay) is used to process food order payments from restaurant guests to restaurants. nWaiter acts as a technology facilitator in these transactions and is not a party to the food purchase contract between the restaurant and the guest.

• Refunds for food orders (wrong items, quality issues, cancelled orders) are the sole responsibility of the individual restaurant.
• Restaurant operators must set and communicate their own refund policies to their guests.
• nWaiter does not process refunds for guest food order payments and has no liability for restaurant-guest transaction disputes.

9. Taxes

All subscription prices are exclusive of Goods and Services Tax (GST). GST at the rate of 18% is applicable on all subscription purchases as per Indian tax law. GST collected is remitted to the Government of India and cannot be refunded by nWaiter. However, GST-registered businesses may be eligible to claim Input Tax Credit (ITC) — consult your chartered accountant for guidance.

10. Contact Us

For all refund, billing, and payment-related queries:

This Refund Policy is subject to our Terms & Conditions and Privacy Policy. In case of conflict, the Terms & Conditions shall prevail. This policy is governed by the laws of India and disputes shall be subject to the jurisdiction of courts in Bengaluru, Karnataka.