Refund Policy

Last updated: 2025-12-16

1. Overview

At EnuMenu, a brand operated by Kiran Sp. z o.o., we want you to be completely satisfied with our Service. This Refund Policy explains when and how you can request a refund for our subscription services.

Important: This policy applies exclusively to EnuMenu subscription payments made by Restaurants through our website. It does NOT apply to payments made by Customers to Restaurants for food and beverage orders.

2. Types of Payments and Refund Responsibilities

2.1 EnuMenu Subscription Fees (This Policy Applies)

EnuMenu subscription payments are processed by Paddle, our authorised payment processor. These are the fees Restaurants pay to use our platform. Refunds for subscription fees are handled by EnuMenu as described in this policy.

2.2 Customer Food and Beverage Orders (This Policy Does NOT Apply)

When Customers pay for food and beverage orders through our platform:

  • Payments are processed directly between the Customer and the Restaurant through third-party Payment Providers (Stripe or Przelewy24)
  • EnuMenu does not receive, hold, or have any control over these funds
  • All funds go directly to the Restaurant's account with the Payment Provider
  • EnuMenu cannot process refunds for these orders because we never receive the money

For refunds on food and beverage orders, Customers must contact the Restaurant directly. The Restaurant is the merchant of record and is solely responsible for their refund policies.

3. EnuMenu Subscription Refunds

3.1 14-Day Money-Back Guarantee

In accordance with Paddle's Buyer Terms, you have the right to cancel your subscription and receive a full refund within 14 days of purchase, no questions asked.

  • The 14-day period starts from the date of your first payment
  • This applies to all new subscriptions (monthly and annual)
  • To request a refund within this period, simply contact us or Paddle
  • Your refund will be processed to your original payment method

This 14-day guarantee is in addition to our 3-month free trial. If you subscribe after your trial and decide the service isn't right for you, you can cancel within 14 days for a full refund.

3.2 Free Trial

We offer a 3-month free trial for our paid subscription plans. During the free trial:

  • No payment is required to start the trial
  • No credit card is required upfront
  • No obligations - the trial is completely free
  • Full access to all features during the trial period

At the end of the trial, if you choose not to subscribe, your account will automatically downgrade to the Free plan. There are no automatic charges - you only pay if you actively choose to subscribe.

3.3 Refunds After 14 Days

After the 14-day period, refunds are considered on a case-by-case basis. We may approve refunds in the following circumstances:

  • Significant service outages that we were unable to resolve
  • Technical issues that prevented you from using core features
  • Billing errors or duplicate charges

3.4 Annual Subscriptions

For annual subscriptions after the 14-day period:

  • Refunds are not automatically provided
  • Service continues until the end of the annual period
  • You may cancel anytime to prevent automatic renewal

3.5 Non-Refundable Items

The following are generally not eligible for refunds (except within the 14-day guarantee period):

  • Subscription periods that have already been used
  • Partial months of service
  • Add-on services already consumed
  • Requests made more than 30 days after the disputed charge

4. How to Request a Subscription Refund

To request a refund for your EnuMenu subscription:

  1. Contact us at info@enumenu.com
  2. Include your account email and order number
  3. Explain the reason for your refund request
  4. Wait for our response within 5 business days

We aim to respond to all refund requests within 5 business days.

You can also contact Paddle directly through your payment confirmation email to request a refund within the 14-day period.

5. Refund Processing

Once your subscription refund is approved:

  • Refunds are processed within 5-10 business days
  • The refund will be credited to your original payment method
  • Bank processing times may vary
  • You will receive an email confirmation when the refund is processed

6. Cancellation vs. Refund

Cancellation and refund are different:

  • Cancellation: Stops future billing but does not provide a refund for the current period.
  • Refund: Returns money for a payment already made.

You can cancel your subscription at any time from your account settings.

7. Customer Order Refunds - Important Information

If you are a Customer who paid for a food or beverage order through our platform:

  • Contact the Restaurant directly for any refund requests
  • EnuMenu is a technology platform that facilitates ordering - we do not receive your payment
  • Your payment went directly to the Restaurant through their Payment Provider (Stripe or Przelewy24)
  • The Restaurant is responsible for their own refund and cancellation policies
  • EnuMenu cannot process refunds on behalf of Restaurants

If you have difficulty reaching a Restaurant about a refund, you may also contact your Payment Provider directly:

8. Chargebacks

If you have a billing issue with your EnuMenu subscription, please contact us first before initiating a chargeback with your bank.

Chargebacks can result in:

  • Immediate account suspension
  • Additional fees that may be passed on to you
  • Permanent account termination for repeat offences

Please note that our 14-day money-back guarantee and quick refund process is designed to avoid the need for chargebacks.

For chargebacks related to Customer orders at Restaurants, the chargeback dispute is between the Customer, the Restaurant, and the Payment Provider. EnuMenu is not a party to these disputes.

9. Promotional Pricing

Subscriptions purchased at promotional or discounted rates are subject to the same refund policy, including the 14-day money-back guarantee. Refunds will be based on the amount actually paid, not the regular price.

10. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date.

11. Contact Us

If you have questions about this Refund Policy or need to request a refund for your EnuMenu subscription, please contact our billing team:

  • Company: Kiran Sp. z o.o.
  • Brand: EnuMenu
  • Email: info@enumenu.com
  • Address: Działkowa 95 lok. 10, 05-808 Pruszków, Poland
  • Response time: Within 2 business days

For general enquiries, please email info@enumenu.com.

For information about Paddle's Buyer Terms, visit: paddle.com/legal-buyers

For refunds on food and beverage orders, please contact the Restaurant directly.