Refund Policy
Last updated: 1 July 2026
Clear, fair terms for cancellations and refunds on your EatRoot plan — no fine-print surprises.
1. Overview
This Refund Policy explains how refunds work for EatRoot subscription plans and add-ons. It applies to fees you pay EatRoot for the platform — not to orders your guests place with your restaurant, which are governed by your own refund terms.
2. Subscription fees
Plans are billed in advance for the billing period you select (monthly or annually). Because access is provided for the whole period, subscription fees are generally non-refundable once a period has started, except where required by law or stated below.
3. Free trial and evaluation
Where a free trial is offered, you will not be charged until the trial ends. Cancel before the trial ends to avoid being billed. We recommend trialling the Service before committing to a paid plan.
4. Cancellations
You can cancel at any time from your account settings. Cancellation stops future renewals; your plan remains active until the end of the current billing period, after which you will not be charged again.
5. When we do issue refunds
Duplicate or accidental charges caused by a billing error on our side.
A confirmed, extended service failure that we could not resolve and that prevented normal use.
Where a refund is required by applicable consumer law.
6. Per-order fees
Per-order fees on the Starter plan are charged as orders are processed and are not refundable once the related order has been completed. If an order is cancelled before processing, no per-order fee applies.
7. Chargebacks
If you believe a charge is incorrect, contact us first — we can usually resolve it quickly. Initiating a chargeback without contacting us may lead to suspension of your account while the dispute is reviewed.
8. How to request a refund
Email billing@eatroot.com from your account email with your account name, the charge date and amount, and the reason for the request. We may ask for additional details to verify the claim.
9. Processing time
Approved refunds are returned to your original payment method. Depending on your bank or card provider, it can take up to 5–10 business days for the refund to appear.
10. Contact
Questions about billing or refunds? Email billing@eatroot.com and we will help.