Refund Policy

1. Overview

This Refund Policy applies to subscription payments made by restaurant owners ("Merchants") for using the Zentro platform, as well as general guidelines for food order refunds processed through the Platform. Zentro is a SaaS platform that connects Merchants with their customers — individual food orders are handled directly by each restaurant.

2. Subscription Refunds

3. Subscription Cancellation

Merchants may cancel their subscription at any time. Upon cancellation:

• Your account remains active until the end of the current billing period.
• After the billing period ends, your restaurant website will be deactivated.
• Your data (menu items, order history, settings) will be retained for 30 days after deactivation, during which time you can request data export or reactivate your subscription.
• After 30 days of inactivity, data may be permanently deleted.

4. Food Order Refunds

Zentro is a platform provider and does not process food transactions directly. Refunds for food orders are the responsibility of individual Merchants. However, we recommend the following guidelines for Merchants:

• Before Preparation: If a customer cancels an order before the restaurant has started preparing it, a full refund should be issued.
• Quality Issues: If a customer receives an order with quality issues (wrong items, damaged, missing items), the Merchant should offer a replacement or full refund.
• Late Delivery: If an order is significantly delayed beyond the estimated delivery time, a partial refund or discount on the next order may be appropriate.
• Non-Delivery: If an order is not delivered at all, a full refund must be issued by the Merchant.

End Users with unresolved disputes may contact Zentro support for mediation assistance.

5. How to Request a Refund

To request a subscription refund, please:

1. Email us at support@zentro.software with your account details and reason for the refund request.
2. Include your restaurant name, registered email, and subscription plan.
3. Our team will review your request and respond within 3-5 business days.

6. Refund Processing

Approved refunds will be processed within 7-10 business days. Refunds will be issued to the original payment method used for the subscription. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

7. Exceptions

Refunds will not be issued in the following cases:

• Violation of our Terms of Service leading to account suspension.
• Service disruptions caused by factors outside our control (force majeure, internet outages, third-party service failures).
• Requests made more than 30 days after the charge date.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated to Merchants via email.