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Refund Policy

Last updated: December 19, 2024

Fair and transparent refund terms for our restaurant partners.

Our Refund Commitment

At Supaorder, we stand behind our service quality and want you to be completely satisfied with your experience. This refund policy outlines when refunds are available and how to request them.

  • 14-Day Trial — Risk-free evaluation
  • Fair Process — Clear eligibility criteria
  • Quick Processing — 5-10 business days

1. Free Trial Period

We offer a comprehensive 14-day free trial to help you evaluate our platform without any financial commitment.

Trial Period Benefits

  • 14 days of full platform access
  • No credit card required to start
  • All features and integrations included
  • Complete setup and onboarding support
  • Real customer orders and transactions
  • Dedicated customer success manager
  • Training sessions and documentation
  • Technical support and assistance
  • Data export capabilities
  • Cancel anytime during trial period

Trial to Subscription Transition

  • Day 10 Reminder: We'll send a friendly reminder about your trial ending soon
  • Day 14 Expiration: Trial ends, but your data is preserved for 30 days
  • Easy Activation: Add payment method to continue with full service

2. Refund Eligibility Criteria

Refunds are available in specific circumstances where we haven't met our service commitments or due to qualifying issues.

Eligible for Full Refund

  • Service Unavailability: Platform downtime exceeding 24 consecutive hours
  • Critical Functionality Failure: Core ordering features non-functional for 48+ hours
  • Data Loss: Unrecoverable loss of customer or order data due to our error
  • Billing Errors: Incorrect charges or duplicate billing
  • Service Termination: Account terminated by Supaorder without cause
  • Misrepresentation: Service significantly different from what was promised
  • Setup Failure: Unable to complete setup within 30 days due to our limitations

Eligible for Partial Refund

  • Service Degradation: Significant performance issues lasting 7+ days
  • Feature Unavailability: Promised features not delivered within agreed timeline
  • Integration Failures: Critical integrations non-functional for extended periods
  • Support Failures: Inability to resolve critical issues within SLA timeframes
  • Early Cancellation: Cancellation within first 30 days due to unmet expectations

Partial refunds are calculated based on the duration and severity of the issue.

Not Eligible for Refund

  • Change of mind or business direction after trial period
  • Failure to use the service or access the platform
  • Issues caused by third-party integrations or services
  • Problems resulting from customer's technical environment
  • Violation of Terms of Service leading to account suspension
  • Requests made more than 60 days after the billing period
  • Seasonal business closures or temporary shutdowns

3. Refund Request Process

We've streamlined our refund process to be as simple and transparent as possible.

Step-by-Step Process

  1. Submit Request — Contact our support team via email, phone, or support portal with your refund request
  2. Provide Information — Include account details, transaction information, and detailed reason for refund request
  3. Review & Investigation — Our team reviews your request and investigates the issue (typically 2-5 business days)
  4. Decision & Processing — Receive decision notification and refund processing (5-10 business days if approved)

Required Information

  • Account email and restaurant name
  • Transaction ID or invoice number
  • Detailed description of the issue
  • Supporting documentation (screenshots, logs)
  • Preferred refund method
  • Timeline of when issues occurred

Processing Timeline

  • Acknowledgment: Within 24 hours
  • Initial Review: 2-3 business days
  • Investigation: 3-5 business days
  • Decision: Within 7 business days
  • Processing: 5-10 business days
  • Bank Processing: 3-5 additional days

4. Non-Refundable Services & Fees

Certain services and fees are non-refundable due to their nature or the resources already committed.

Non-Refundable Items

Custom Development:

  • Custom feature development
  • Bespoke integrations
  • Custom design work
  • Specialized configurations

Third-Party Services:

  • Domain registration fees
  • SSL certificate costs
  • App store submission fees
  • Third-party integration costs

Professional Services

Completed Work:

  • Data migration services
  • Training sessions delivered
  • Consultation hours used
  • Setup and onboarding completed

Time-Based Services:

  • Additional support hours
  • Premium training sessions
  • Dedicated account management
  • Custom reporting development

Partial Service Usage

Monthly subscription fees are generally non-refundable for partial months of service. However, we may offer prorated refunds in exceptional circumstances or for qualifying service issues.

5. Cancellation Policy

You can cancel your Supaorder subscription at any time with no cancellation fees or penalties.

Cancellation Benefits

  • Cancel anytime through your dashboard
  • No cancellation fees or penalties
  • Service continues until billing period ends
  • Data export available for 30 days
  • Reactivation possible within 30 days
  • Prorated refunds for annual plans

Cancellation Process

  1. Log into your account dashboard
  2. Navigate to billing settings
  3. Click "Cancel Subscription"
  4. Confirm cancellation request
  5. Receive confirmation email
  6. Export data if needed

Post-Cancellation Timeline

  • Day 0 — Cancellation: Service continues normally
  • End of Billing Period: Service access ends
  • 30 Days: Data retention period
  • 90 Days: Complete data deletion

6. Disputes & Chargebacks

We encourage direct communication to resolve any billing concerns before initiating chargebacks or disputes.

Before Filing a Dispute

Please contact our support team first. Most billing issues can be resolved quickly and amicably:

Chargeback Process

If you file a chargeback, please note:

  • We will provide complete transaction documentation to your bank
  • Service access may be suspended during dispute resolution
  • Resolution typically takes 30-90 days
  • We prefer to work directly with you for faster resolution

Fraudulent Chargebacks

Chargebacks filed without attempting to resolve issues directly may result in:

  • Immediate account suspension
  • Chargeback fees passed to customer
  • Termination of service agreement
  • Reporting to fraud prevention services

7. Contact Our Billing Team

For refund requests, billing questions, or cancellation assistance, please contact our dedicated billing team:

Billing Support

Email: [email protected]
Phone: +1 (331) 234-5453
Hours: Monday-Friday, 9 AM - 6 PM EST
Response time: Within 24 hours

Emergency Billing Issues

Emergency line: +1 (331) 234-5453
Available: 24/7 for critical billing issues
Live chat: Available on our website
Priority support for active subscribers

Mailing Address: Devkart Technologies LLP, Attn: Billing Department, 106 Min Nagar, Gobichettipalayam, Tamil Nadu 638452, India