1. Scope
This Refund Policy applies to DineXpro platform subscriptions — the paid plans and add-on modules purchased by businesses for their locations, as described on our pricing page. These subscriptions are sold by Paddle, acting as merchant of record for ANNATECH SRL.
This policy does not apply to payments made by guests to a restaurant or venue through DineXpro (for example paying a bill, an order, or a reservation deposit). Those payments are made to the venue, which is their merchant of record; any refund of such a payment is handled by the venue under its own policies. If you are a guest seeking a refund for a meal or deposit, please contact the venue directly.
What happens to the DineXpro platform fee when a venue refunds a guest. DineXpro deducts a platform fee of 0.5% from each card transaction a guest makes to a venue (tips excluded — see the Terms of Service). When the venue refunds such a payment in full, our fee on that payment is returned to the venue along with it. When the venue refunds it in part, the fee is retained. Stripe's own processing fees are a separate matter between the venue and Stripe and are governed by Stripe's terms, not by this policy.
2. Who decides refunds
Because Paddle is the merchant of record, Paddle takes the payment, issues the invoice, and decides and executes refunds under its own refund policy. We can pass your request on and support it, but we do not process the refund ourselves and we cannot promise an outcome on Paddle's behalf.
3. Statutory withdrawal (EU/EEA)
Where you have a statutory right of withdrawal under EU or EEA consumer law, that right is honored: you may withdraw within 14 calendar days of the first payment for a subscription and within 14 calendar days of each annual renewal, and receive that payment back. Whether the right applies to you depends on the law of your country and on whether you are contracting as a consumer or as a business.
4. Other refunds are discretionary
Outside the statutory case above, refunds are discretionary and decided case by case — for example a duplicate charge, a charge taken after a cancellation, or an extended platform failure. A request made within 14 days of the charge has the best chance of being approved, but approval is not automatic: there is no unconditional money-back guarantee.
If a refund is approved, access to the refunded paid features ends. A refund reverses the purchase; it does not leave the modules running for the remainder of the period that was refunded.
5. Cancellation is not a refund
Cancelling a subscription and asking for a refund are two different things:
- Cancellation — you may cancel any subscription at any time from the DineXpro web dashboard. It takes effect at the end of the period you have already paid for: your modules stay active until then and no further charges are made. Nothing already paid is returned.
- Refund — a payment already taken is returned, in the cases described in sections 3 and 4, and access to the refunded features ends at that point.
6. How to request a refund
Refunds are processed by Paddle, our merchant of record. You can:
- reply to your Paddle receipt email or use the link it contains, or
- email us at support@dinexpro.app from the email address associated with your business account, with your invoice number — we will pass the request to Paddle.
Approved refunds are returned to the original payment method. Processing times depend on your payment provider.
7. Statutory rights
Nothing in this policy limits or excludes any non-waivable rights you may have under applicable law. Where mandatory consumer-protection or other statutory rules grant you broader rights than this policy, those rules prevail.
8. Contact
- Billing and refunds: support@dinexpro.app
- Company: ANNATECH SRL, B-dul 1 Mai nr. 45, Municipiul Craiova, jud. Dolj, 200355, Romania — CUI 52437424, Reg. Com. J2025066494002, EUID ROONRC.J2025066494002
See also: Terms of Service · Privacy Policy