Refund Policy

This policy explains when fees paid to Brands Downtown, operating OwnTable (“we,” “us”), are refundable. It sits alongside our Terms of Service, which govern billing generally. Where the two differ on refunds, this policy applies.

1. What this policy covers — and what it doesn’t

OwnTable charges restaurants a subscription fee for use of the platform. Separately, restaurants take payments from their own diners for food. These are different transactions and different money.

• Covered: subscription fees, plan upgrades, add-ons, and prepaid AI credits billed by OwnTable to a restaurant.
• Not covered: anything a diner paid a restaurant for an order. Those funds go to the restaurant’s own payment account, never to us. A diner seeking a refund for food must contact the restaurant directly, and the restaurant decides.

2. Free trial

A signup on our website begins as a paid subscription: the account opens once your first month is paid, or once we approve a free trial you have requested. No free trial starts automatically on self-serve signup.

A restaurant that books a demo gets a 14-day free trial, set up by our team after the demo; we may also grant a trial to a particular restaurant. A trial runs for the period we state when we grant it and nothing is charged during it. If you cancel before it ends you pay nothing; if you do not, your first monthly charge is taken when it ends, at the plan price shown to you. A trial is available once per restaurant, per email address and per verified phone number.

Nothing is charged during a trial, so nothing is refundable for it.

3. Monthly subscriptions

• You may cancel at any time from Billing.
• Cancelling stops future charges. Access continues to the end of the period you have already paid for.
• Part-months are not refunded, because the service was available to you for that period.

4. Annual subscriptions

Where an annual plan is offered, you may cancel within 14 days of the initial annual charge for a full refund. After 14 days, we refund the unused whole months on a pro-rata basis, less any discount you received for paying annually.

5. When we refund without being asked

We will always return money in these cases, whether or not you request it:

• Duplicate charges — the same period billed more than once.
• Charges after cancellation — billing that continued in error.
• Charges you did not authorise, once confirmed.
• Sustained outage — where the platform was unavailable for a prolonged period through our fault, we credit or refund the affected days.

6. Prepaid AI credits

Credits bought for OwnTable-Managed AI are consumed as you use them and are metered at cost plus our stated margin. Unused credits are refundable on account closure at their remaining balance. Credits already consumed are not refundable, since the underlying provider has already charged us for them.

7. What is not refundable

• Periods already served on a monthly plan.
• Fees where the account was suspended for breach of the Terms.
• Third-party costs you incur directly under your own accounts — payment processing, WhatsApp, telephony, or AI providers you connected with your own keys. We never hold that money.

8. How to request a refund

Email sales@owntable.io from the address on the account, or raise a ticket from Help & Support inside the app. Tell us the charge date and amount. We aim to respond within 2 business days and to return approved refunds within 5–10 business days, to the original payment method.

9. Chargebacks

Please talk to us before raising a chargeback with your bank. A chargeback can suspend an account automatically while it is investigated, which takes your ordering pages offline — we would much rather resolve it directly and keep you trading.

10. Statutory rights

Nothing here limits rights you have under the law of your own country, including any mandatory consumer or distance-selling protections. Where local law requires a refund, that law prevails over this policy.

11. Changes

We may update this policy; the “last updated” date above will change. The version in force when you were charged is the one that applies to that charge.