Refund & Cancellation Policy

Two different kinds of money move through DineFlow, and they have nothing to do with each other. Almost every refund question is really a question about which one.

A new property gets a free trial. Nothing is charged during it and no card is required to start it. If you do not subscribe, the account simply locks at the end of the trial — there is nothing to cancel and nothing to refund. Your data is kept, not deleted, so you can pick it up later.

• You can cancel at any time, from the membership screen in the app or by writing to support@dineflow.in.
• Cancelling stops the next renewal. It does not cut the current period short — you keep full access until the date you have already paid up to.
• You do not have to give a reason, and we will not make you telephone anyone to do it.
• We will confirm the cancellation by email. If you do not get that email, assume it has not happened and tell us.

• The remaining part of a period you cancel mid-way, outside the windows above. You keep access to the end of it instead.
• Periods already used. We do not refund backwards for months you ran your business on the Service.
• An account we suspended or ended because of a serious breach of the Terms — for instance, using it to produce false records.
• Charges from a third party: your payment gateway's fees, an aggregator's commission, hardware, or a printer you bought elsewhere.
• Setup or training work that has already been carried out at your request.

Write to support@dineflow.in from the email address on the account, with the property name and the payment reference or invoice number. That is all we need.

• We acknowledge within 48 hours.
• We decide and tell you within 7 working days.
• If we approve it, we start the refund the same day.

• Always to the original payment method. We cannot send a card refund to a bank account, or the other way round — the gateway does not allow it.
• Card and UPI refunds reach you in 5 to 7 working days once we start them. Net banking can take up to 10. The delay after we press the button belongs to the banks, not to us.
• Refunds are made in Indian Rupees for the amount charged. We do not carry exchange-rate movement.
• Where GST was charged, it is refunded in proportion and a credit note is issued against the original tax invoice.

Ask the Grievance Officer to look at it again — the details are on the contact page. We acknowledge within 48 hours and answer within 15 days. Please come to us before raising a chargeback with your bank: a chargeback freezes the money for weeks and we can usually settle it in days.

When a guest pays one of your bills through a DineFlow payment link, that payment runs on your own gateway account, using keys you supplied, and settles to your own bank account. We never hold it and we cannot refund it.

So if you are a guest wanting money back for a meal, a room or a cancelled booking, ask the restaurant or hotel you dealt with — their refund and cancellation terms apply, not ours. If you cannot reach them, write to grievance@dineflow.in and we will pass your request on and ask them to respond, but the decision and the money are theirs.

And if you are a property: refund your guest from your gateway dashboard, then record it against the bill in DineFlow so your books and your GST agree with your bank.

We may change this policy. The version that applies to a payment is the one published when that payment was made. Material changes are announced by email and in the app at least 30 days beforehand.

This policy forms part of the Terms of Service.