Refund & Cancellation Policy
This Refund & Cancellation Policy describes the general rules that apply to Chanslatre subscriptions, setup services, deposits, menu updates, physical materials, and other paid services. A separate written agreement or special program offer may contain different terms. If so, those specific written terms control for that program or purchase.
1. Canceling a Subscription
You may request cancellation through available account controls or by contacting Chanslatre. Unless a plan or separate written agreement states otherwise, cancellation takes effect at the end of the current paid billing period.
After cancellation is scheduled, you may generally continue using the paid Service through the end of the period already paid for. The subscription will then stop renewing.
Canceling a subscription does not automatically refund charges for a billing period that has already begun.
2. Recurring Subscription Charges
Monthly or annual subscription charges are generally non-refundable once the applicable billing period begins, except where required by law or where Chanslatre determines that a refund or credit is appropriate.
Examples of circumstances in which Chanslatre may review a refund or credit request include:
- a duplicate charge;
- a verified billing error;
- a charge made after a properly completed cancellation should have taken effect;
- a material failure by Chanslatre to provide the purchased service; or
- another exceptional circumstance that Chanslatre determines warrants an adjustment.
Submitting a request does not guarantee that a refund or credit will be approved.
3. Setup Fees
Setup fees compensate Chanslatre for onboarding and implementation work that may include restaurant account configuration, menu preparation, translation, formatting, QR configuration, initial setup, and related labor.
Unless otherwise stated in writing, a setup fee is refundable before Chanslatre begins substantial setup or custom work. Once substantial setup, menu preparation, translation, configuration, custom design, or other restaurant-specific work has begun, the setup fee is generally non-refundable except where required by law or where Chanslatre agrees otherwise.
If Chanslatre is unable to provide the purchased setup service for reasons primarily within Chanslatre's control, Chanslatre may provide a full or partial refund as appropriate.
4. Activation Deposits and Test-Partner Deposits
Certain programs may require a refundable activation deposit before Chanslatre begins restaurant-specific setup or customization. The amount, refund conditions, and timing will be stated in the applicable program offer or agreement.
For a refundable deposit, Chanslatre will return the deposit when the applicable written refund conditions have been satisfied, subject to any lawful deductions or exceptions expressly stated in the applicable agreement.
A refundable activation deposit is different from a setup fee. A deposit will not become non-refundable merely because setup work begins unless the applicable agreement clearly provides otherwise.
5. Menu Updates and Custom Work
Charges for menu updates, translations, custom configuration, design work, or other restaurant-specific services are generally non-refundable after the requested work has begun or been completed.
If Chanslatre makes a material error in performing paid work, Chanslatre will generally first attempt to correct the error at no additional charge. If the error cannot reasonably be corrected or the purchased work was not delivered, Chanslatre may provide an appropriate refund or credit.
6. Physical QR Materials, Printing, and Shipping
Charges for custom QR materials, stickers, table displays, window materials, wall displays, printing, custom physical products, or similar items are generally non-refundable after production has begun because they may be customized for a specific restaurant.
Shipping charges that have already been incurred are generally non-refundable unless required by law or the shipment resulted from a Chanslatre error.
If Chanslatre produces an incorrect customized item because of an error by Chanslatre, we may, as appropriate, correct or replace the affected item without additional charge rather than issue a refund.
Restaurants are responsible for reviewing and approving restaurant-specific information when approval is requested before production. Chanslatre is not responsible for reprinting costs caused by incorrect information supplied or approved by the restaurant, except where Chanslatre agrees otherwise.
7. Third-Party Hardware and Services
Printers, computers, networking equipment, accessories, or other products purchased directly from a third party are subject to that seller's return, refund, warranty, and cancellation policies rather than this Policy.
If Chanslatre later sells or directly bills for third-party hardware or other products, the applicable checkout terms, order form, or written agreement may contain additional return or warranty conditions.
8. Service Interruptions and Technical Issues
A temporary outage, internet problem, third-party service interruption, printer or device problem, or other technical issue does not automatically entitle a customer to a refund.
If a material Chanslatre-controlled failure substantially prevents use of a paid Service for an unreasonable period, contact us. Depending on the circumstances, Chanslatre may provide troubleshooting, an extension, service credit, partial refund, or other reasonable remedy.
9. Account Termination
If Chanslatre terminates a paid account without cause and before the end of a prepaid service period, Chanslatre may provide a prorated refund for the unused prepaid portion, except where another agreement provides a different remedy.
If an account is suspended or terminated because of nonpayment, fraud, abuse, unlawful activity, security risk, or material violation of the Terms of Service or another agreement, amounts already paid are generally non-refundable to the extent permitted by law.
10. Refund Processing
Approved refunds will generally be returned to the original payment method when reasonably possible. The time required for a refund to appear depends on the payment provider, card network, bank, and other financial institutions involved.
Chanslatre may request information reasonably necessary to identify the transaction and evaluate the request.
11. How to Request Cancellation, a Refund, or Billing Help
Contact Chanslatre at hodge.peng@chanslatre.com. To help us locate the account or transaction, please include, when applicable:
- the account email address;
- restaurant name;
- charge date;
- charge amount;
- the service, material, or transaction involved; and
- the reason for the request.
Do not email full payment-card numbers or card security codes.
12. Legal Rights
This Policy does not limit any refund, cancellation, or consumer rights that cannot legally be waived. Where applicable law provides greater rights than this Policy, applicable law controls.
13. Changes to This Policy
Chanslatre may update this Policy as its plans, payment methods, physical products, test programs, or other services evolve. The current version will be posted with its effective date. Changes will apply prospectively except where applicable law or a separate agreement requires otherwise.