Refund & Cancellation Policy

Overview

This policy explains our refund and cancellation practices. DineDesk is committed to fair and transparent business practices compliant with Australian Consumer Law (ACL). We do not have a blanket "no refunds" policy. Refunds are assessed on a case-by-case basis depending on the circumstances.

Setup Fee Refund Policy

The one-time setup fee of AUD 249 is non-refundable once work has commenced on your website and platform setup. This includes:

• Initial consultation and requirements gathering
• Website design and development work
• Menu import and configuration
• Payment gateway setup
• Domain configuration

Refund Eligibility for Setup Fee:

• Full refund if work has not commenced
• Partial refund (pro-rata) if work is cancelled before completion and we can recover unused resources
• No refund if work is substantially complete or your website has launched

If you are dissatisfied with the quality of work delivered, please contact us within 14 days of delivery. We will work with you to address any issues and may offer a partial refund if the service does not meet the agreed specifications.

Monthly Subscription Cancellation

You may cancel your monthly subscription at any time. There are no lock-in contracts or cancellation penalties.

• Notice Period: Provide 30 days notice before cancellation to take effect
• Cancellation Process: Email dinedesk.support@gmail.com or use the cancellation option in your account
• Effective Date: Cancellation takes effect at the end of your current billing cycle
• Service Access: You retain full access until the end of your billing period
• Refunds: No refunds for partial months of service

If you cancel without 30 days notice, you will be charged for the notice period but services will continue until the end of that period.

Service Quality Guarantees

Under Australian Consumer Law, we guarantee that our services will be:

• Provided with due care and skill
• Fit for the specified purpose
• Match the description provided
• Delivered within the agreed timeframe

If our services fail to meet these guarantees, you may be entitled to:

• A refund or partial refund
• Service rectification or re-performance
• Compensation for any reasonably foreseeable loss or damage

Refund Request Process

To request a refund, please:

1. Contact us at dinedesk.support@gmail.com with your refund request
2. Provide your account details and the reason for the refund request
3. Include any relevant evidence or documentation

Response Time:

• We will acknowledge your request within 2 business days
• We will assess your request and provide a decision within 10 business days
• Approved refunds will be processed within 5 business days of approval
• Refunds are credited to the original payment method

Exceptions to Refund Policy

Refunds may not be available in the following circumstances:

• Service has been fully delivered and used as intended
• Cancellation is due to a change in your business circumstances (unless due to our breach)
• You have violated our Acceptable Use Policy or Terms & Conditions
• The refund request is made more than 30 days after the charge
• The service was custom-built specifically for your requirements and cannot be reused

Service Interruptions and Downtime

If you experience significant service interruptions that affect your ability to operate your business:

• Report the issue immediately to our support team
• We will investigate and resolve the issue as a priority
• For extended outages (more than 24 hours), we may offer service credits or partial refunds
• Credits or refunds are calculated based on the duration and impact of the outage

We are not responsible for outages caused by third-party services (e.g., Stripe, Netlify) or force majeure events.

Plan Changes and Upgrades

When changing between subscription plans:

• Upgrades: Prorated charges apply for the remainder of the billing cycle
• Downgrades: Effective at the start of the next billing cycle
• Plan Switching: No refunds for unused portions of higher-tier plans when downgrading

Your Rights Under Australian Consumer Law

This policy does not limit your rights under Australian Consumer Law. You may be entitled to a remedy if our services:

• Have a major problem that cannot be fixed
• Cannot be used for their intended purpose
• Do not match the description or sample shown
• Are not of acceptable quality or fit for purpose

For major problems, you may choose between a refund, replacement, or compensation. For minor problems, we may offer a free repair or replacement.

Dispute Resolution

If you are dissatisfied with our refund decision:

1. Request escalation to our management team
2. We will review the decision within 5 business days
3. If unresolved, you may contact the Australian Competition and Consumer Commission (ACCC)
4. As a last resort, you may seek resolution through NSW Fair Trading or the NSW Civil and Administrative Tribunal (NCAT)

Policy Changes

We may update this policy from time to time. Significant changes will be communicated via email and posted on our website. Changes will not apply retroactively to requests made before the change date.

Contact Us

For refund requests or questions about this policy, please contact us: