How cancellations, refunds, subscription terminations and payment reversals work across Waitr services.
This Cancellation and Refund Policy (“Policy”) governs cancellations, refunds, subscription terminations, service discontinuations, and payment reversals relating to the services provided by WAITR. By subscribing to, purchasing, accessing, or using any WAITR service, the Merchant or Customer acknowledges and agrees to this Policy.
This Policy applies to:
Merchants may cancel their subscription at any time through the Merchant Dashboard, a written email request, or authorized support channels.
Cancellation shall stop future recurring billing where applicable. Cancellation shall not automatically entitle the Merchant to a refund for any fees already paid. Access to paid services may continue until the end of the active subscription period unless otherwise specified.
Except where required by applicable law, the following fees are non-refundable: subscription fees, platform fees, loyalty engine fees, marketing fees, offer engine fees, setup fees, onboarding fees, and integration fees. Partial usage or non-usage of services shall not qualify for refunds.
WAITR may provide free trials for certain products and services. At the conclusion of a trial period, subscription charges may commence automatically if agreed during onboarding, and merchants may cancel before the trial expires to avoid future charges. Unless otherwise stated, no refunds shall be provided for charges incurred after expiration of a free trial period.
WAITR acts as a technology platform connecting customers and participating merchants. Refunds relating to food orders, dining experiences, product quality, delivery issues, or merchant service issues are generally the responsibility of the respective Merchant. WAITR does not guarantee refunds for customer transactions.
Any customer refund shall be subject to merchant approval, applicable payment gateway rules, and applicable law.
In cases involving duplicate payments, failed transactions, technical payment errors, or incorrect payment captures, WAITR may coordinate with the payment gateway and Merchant to investigate the transaction. Approved reversals or refunds shall be processed through the original payment method where feasible.
Actual timelines may depend on banking partners, card networks, UPI providers, and payment gateways.
Loyalty points, rewards, cashback, promotional credits, vouchers, and similar benefits are non-refundable; cannot be exchanged for cash unless expressly stated; cannot be transferred except where permitted; and may expire in accordance with program rules.
WAITR reserves the right to reverse rewards issued in error, due to fraud, due to abuse of the Platform, or due to cancelled transactions.
Offers, coupons, vouchers, discounts, referral rewards, and promotional credits cannot be redeemed for cash unless specifically stated; may be withdrawn without notice; may be modified at WAITR's discretion; and may be subject to additional terms. Unused promotional benefits shall not be eligible for refunds.
WAITR reserves the right to suspend or terminate services where Terms of Service are violated, fraud is suspected, regulatory obligations require action, fees remain unpaid, or security concerns arise. Termination under these circumstances shall not entitle the Merchant or User to any refund unless required by law.
Upon cancellation or termination, merchant access may be revoked, loyalty programs may be disabled, integrations may be disconnected, and customer engagement services may cease. WAITR may retain information as required for legal compliance, regulatory obligations, tax requirements, fraud prevention, and audit purposes.
Where a refund request is permitted under applicable law or specific commercial agreements, users may contact contact@waitrpos.com. Refund requests should include account details, transaction reference number, reason for request, and supporting documentation where applicable. WAITR may request additional information before reviewing any request.
Approved refunds, where applicable, may take:
WAITR shall not be responsible for delays caused by third-party financial institutions.
WAITR reserves the right to amend, modify, replace, or update this Policy at any time. Updated versions shall be published on official WAITR platforms. Continued use of the Platform shall constitute acceptance of any revised Policy.
This Policy shall be governed by the laws of India. Any disputes relating to this Policy shall be subject to the jurisdiction and dispute resolution provisions contained within the WAITR Terms of Service.