Refunds and Cancellation Policy

Last updated: November 2025

Applies to: Business customers using the Yepyet POS and Online Ordering Platform (the “Service”). This is a B2B policy and does not provide consumer rights.

Scope & Principles

• This policy covers subscription fees, setup/implementation charges, hardware (if supplied), and transaction‑related costs.
• It should be read with the Terms & Conditions, SLA, Privacy Policy, DPA, and AUP.
• For end‑customer (restaurant patron) refunds, see the Consumer Refund Template in Section 9.

Trials, Setup & Onboarding

• Trials/Pilots: Where offered in writing, trials are free or discounted for the stated period. Trial periods are non‑refundable.
• Setup/Implementation Fees: Cover configuration, menu import (incl. AI menu upload), training, and go‑live support. Non‑refundable once work has commenced.
• Custom Work: Any bespoke development, integrations, designs, or data services are billed separately and are non‑refundable once delivered or development has begun.

Subscription Plans (Monthly / Annual)

• Billing Cycle: Fees are billed in advance for the chosen term (monthly or annual).
• Refunds: Paid subscription fees are non-refundable and non‑creditable once the billing period has started, except as expressly provided under Service Credits in the SLA.
• Auto‑Renewal: Subscriptions renew automatically unless cancelled in line with Section 5.
• Plan Changes: Upgrades take effect immediately; downgrades at the next renewal date. No pro‑rata refunds on downgrades.

Transaction Fees, Chargebacks & Payouts

• Payment Processing: All payments/refunds to your customers are handled by your chosen third‑party payment processor. Yepyet does not hold settlement funds.
• Processor Fees: Transaction fees, gateway fees, chargeback fees, and scheme fees are set by the processor and are not refundable by Yepyet.
• Chargebacks/Disputes: Managed between you and the payment processor. Yepyet can supply logs or order metadata to assist but is not a party to the funds flow.

Cancellation by the Customer

• Notice: You may cancel by giving at least 30 days’ written notice to support@Yepyet.com prior to your next renewal date.
• Access End Date: Access continues until the end of the current paid term; no further renewals will be charged after the notice period.
• Data Export: You may request export of your operational data (orders, menus, customers) in common formats before access ends.
• Annual Terms: Early termination of an annual contract is permitted with payment of the balance of the remaining annual term unless otherwise agreed in writing.

Cancellation/Suspension by Yepyet

• We may suspend or terminate for material breach (e.g., non‑payment, AUP violations, unlawful use) per the Terms & Conditions.
• Where feasible, we will provide notice and an opportunity to remedy.
• No Refunds for periods suspended or terminated due to Customer breach.

Hardware & Terminals (If Supplied)

Most customers do not require hardware. If you purchase terminals or peripherals through Yepyet, the following applies:

• DOA/Faulty on Arrival: Report within 7 days of delivery for repair/replacement per manufacturer policy.
• Change‑of‑Mind Returns: Unopened/unused hardware may be returned within 14 days of delivery; a 10–20% restocking fee may apply. Opened items, consumables, or software‑activated devices are not eligible unless faulty.
• Warranty: Manufacturer’s warranty terms apply; after 14 days, faults are handled via warranty repair/replacement.
• Return Shipping: Customer is responsible for return shipping unless the item is confirmed faulty.

Service Credits (Uptime)

• If monthly uptime falls below targets in the SLA, you may request service credits within 30 days of month end.
• Credits apply to future invoices and are the sole remedy for availability issues. Credits are not cash refunds.

Consumer Refund & Cancellation Template (for your customers)

You can publish the following on your website/app and venue:

Order Cancellations (Before Preparation)

We allow cancellations before food preparation starts. Please contact us immediately by phone or in‑app chat. If we confirm cancellation in time, we’ll issue a full refund to your original payment method. Processing times depend on your bank.

Order Cancellations (After Preparation)

Once preparation has begun, cancellations may not be possible. We’ll assess case‑by‑case. If an order is cancelled after prep or dispatch, we may deduct reasonable costs (e.g., food already prepared, delivery in progress).

Incorrect / Missing / Quality Issues

If something’s wrong with your order (missing items, incorrect items, quality concerns), please contact us within 24 hours with your order number and photos (if applicable). We will arrange a replacement, partial refund, or full refund as appropriate.

Allergens & Dietary Requirements

Please review allergen information before ordering and contact us if you have questions. We cannot accept responsibility where allergen advice was not followed.

Refund Method & Timing

Approved refunds are issued to the original payment method. Banks typically process refunds within 3–10 working days.

Delivery Delays

If a delivery is significantly delayed and you no longer wish to proceed, contact us before delivery completes. We’ll cancel and refund if the courier has not delivered and food has not been consumed.

How to Cancel or Request a Refund (B2B)

• Email: support@Yepyet.com with your account ID, business name, and reason.
• We will acknowledge within 1 business day and guide you through next steps (including data export and account closure timelines).

Changes to this Policy

We may update this policy from time to time. Material changes will be notified 30 days in advance where practicable. Continued use of the Service after the effective date constitutes acceptance.

Governing Law

This policy is governed by the laws of Ireland, with disputes subject to the exclusive jurisdiction of the Irish courts.