Refund Policy

This policy applies to all amounts paid for Belmenu platform subscriptions, including the one-time activation fee and the annual maintenance and hosting fee, whether paid by electronic card through an authorized payment provider or by manual bank transfer.

By using the platform and completing a payment, you acknowledge that you have read, understood, and fully agreed to this policy, alongside the Terms of Use and the Privacy Policy.

Subscription fees are paid upfront for an ongoing cloud service that becomes accessible immediately upon payment. As such they are, by their nature, non-refundable except in the cases explicitly described in this policy, or where applicable consumer protection laws require otherwise.

We honor any mandatory rights granted to you under the law of your country of residence; this policy is not intended to limit any of those rights.

You may submit a refund request in the following cases:

• Material and continuing technical defect: you were essentially unable to use the service due to a defect on our side, you reported it within a reasonable time, and we could not resolve it within another reasonable period appropriate to the issue.
• Duplicate or wrong payment: being charged twice for the same period, or charged more than the amount due for the chosen plan.
• Payment without subscription activation: a bank transfer reached us but the account was not activated for reasons on our side, and we could not resolve it within a reasonable time.
• Unauthorized transaction: the payment is proven to have been made without your knowledge or consent (fraud on your payment instrument), after verification in line with the procedures of the payment provider and the issuing bank.

Refunds are not available in the following cases, except where mandated by applicable laws:

• Changing your mind about the subscription after the service has been activated and used (creating categories, adding products, publishing the menu, or connecting a domain).
• Not using the service for all or part of a paid subscription period when there is no defect on our side.
• Termination or suspension of your account due to a breach of the terms of use, fraudulent activity, or behavior harmful to the platform or its users.
• Issues caused by a third party outside our control (your internet outage, failure of external DNS services for your domain, the bank rejecting the transaction, etc.).
• The one-time activation fee, after onboarding has been completed and the menu has been launched successfully.
• The remaining period of the annual subscription when you cancel on your side, since you keep access to the service until the end of the paid period.

The free trial period requires no upfront payment, so no refundable amount results from it. If you find the platform unsuitable for your needs, simply not subscribing after the trial ends carries no financial obligation.

Card payments are processed through an authorized payment provider acting on our behalf to collect funds and secure the transaction. When a refund is approved:

• The refund is issued to the same payment method used for the original purchase and cannot be redirected to another method.
• Refunded amounts typically appear on your statement within 5 to 10 business daysfrom the date the refund is issued; this period may vary depending on your card's issuing bank and its procedures.
• The refund is issued in the same currency as the original transaction. Small differences may occur due to exchange rates between the purchase and refund dates, and we are not responsible for these bank-related differences.
• If the refund cannot be processed back to the original card for technical reasons on the bank or payment provider side, we will contact you to agree on a suitable alternative within available options.

When you pay by bank transfer and upload the proof in the dashboard, the operation is reviewed by our team before activating the subscription. In eligible refund cases:

• The refund is sent by bank transfer to the same bank account used for the original payment, after confirming its details with you in writing.
• We may ask you to provide full account details (account holder name, IBAN, bank name) for verification and to ensure the funds arrive correctly.
• Transfers are typically executed within 7 to 14 business days from approval, and the timeframe may vary depending on the banks involved.
• Bank transfer fees that may be charged by your bank or intermediary banks are your responsibility, unless the refund is due to an error on our side.

To submit a refund request, write to us at billing@belmenu.com from the email registered on your account, and include the following so we can review your request quickly:

• Restaurant name and the subdomain or domain in use.
• Payment date, amount, currency, and the plan paid for.
• Transaction number or invoice reference from the electronic payment statement (for card payments), or the bank operation number and a copy of the transfer proof (for bank transfers).
• A clear description of the reason for the refund, with any screenshots or extra information that helps explain the case.

We aim to reply to all requests within 5 business days of receipt. Some cases may need extra time for verification and coordination with the payment provider.

We review each request individually based on the details provided, usage logs, and the subscription state in our systems. We may ask for additional information or a short period to attempt a technical fix before issuing a refund, especially for cases tied to a technical defect.

The final decision to approve or decline the refund is given in writing with reasoning, sent to the same email you used to start the request. If approved, the refund is processed through the channel set out in sections 06 and 07 above, depending on the original payment method.

Canceling the subscription is independent of submitting a refund request. When you cancel from the dashboard or by contacting support, automatic renewal for the next period stops, and your access continues until the end of the current paid period; this does not by itself create a right to a partial refund of that period.

If you encounter any issue with a payment, we strongly encourage you to contact us first via the billing email before opening a dispute with your bank or card provider. We can usually resolve the issue amicably and faster than bank dispute channels.

The provider reserves the right to suspend any account associated with a chargeback proven to be unjustified, and to recover any fees incurred by the platform as a result, until the matter is settled.

When a refund is processed, amounts are returned including VAT or any other taxes collected at the time of purchase, where the law requires. Any discounts granted to the user at the time of purchase are taken into account when calculating the refundable amount.

We may update this policy from time to time to reflect changes in the service, payment provider requirements, or applicable laws. The last updated date will always appear at the top of this page, and we will make reasonable efforts to notify you of material changes before they take effect. Each refund request is governed by the version of this policy in force on the date the request is submitted.

For any inquiry or request related to refunds or billing, contact us through:

• Email: billing@belmenu.com
• Service operator: Belmenu platform