Refund Policy

This Refund Policy explains how refunds work for paid Vino subscriptions operated by VeeCard Ltd. ("Vino", "we", "us", or "our") on vino-smart.com and my.vino-smart.com (the "Service"). It applies to all paid plans: Pro, Business, and Enterprise.

This policy sits alongside our Terms of Service. Where the two overlap, this Refund Policy controls refunds.

1. Merchant of Record

Vino sells subscriptions through Paddle.com Market Limited ("Paddle"), our Merchant of Record. Paddle processes the payment, issues the invoice, handles VAT, GST, and sales tax in your country, and is the counterparty on your bank or card statement. When you request a refund, Paddle settles the refund on our behalf back to the original payment method.

Paddle's terms and buyer protection policy are available at paddle.com/legal/checkout-buyer-terms and form part of the payment relationship.

2. 14-day money-back guarantee (first paid month)

You can request a full refund within 14 days of your first paid charge on any Pro or Business plan, for any reason, provided the account has not been used to serve more than a reasonable evaluation volume of public menu views. Send the request to vino.smart.menus@gmail.com from the email address on the account. We approve qualifying requests within 2 business days; Paddle completes the refund to your payment method within 5 to 10 business days after that.

The 14-day guarantee covers only your first paid charge. Renewal charges, upgrades, and add-ons follow the rules in Sections 3 and 4.

3. Monthly subscriptions after day 14

After the first 14 days, monthly subscriptions are non-refundable for the current billing period. You can cancel at any time from the Billing page in your dashboard; cancellation stops the next renewal but does not refund the current month. Your paid features remain available until the end of the period you already paid for.

We do not prorate partial months. This matches how Paddle and most SaaS subscriptions work.

4. Annual subscriptions

Annual plans are billed once for twelve months. Refund windows:

• Within 14 days of the first annual charge: full refund, same process as Section 2.
• After 14 days, within the first 90 days: we refund the unused portion on a pro-rata basis (remaining full months), minus any Paddle processing fees that are not returned to us. Send the request from the account email; approval takes up to 2 business days.
• After 90 days: non-refundable. You can cancel renewal at any time to avoid the next annual charge.

Upgrades mid-term are prorated automatically by Paddle. Downgrades take effect at the next renewal.

5. Per-location add-ons (Business plan)

The Business plan includes 3 locations. Each additional location is billed at $19 per month per location and renews with your main subscription.

• Removing a location stops the $19 charge at the next renewal; we do not refund the current month.
• Adding a location mid-month is prorated automatically for the remainder of the billing period.

6. Free tier and 14-day trials

The Free tier is free forever and has no refund. When a paid plan starts with a 14-day free trial, no charge is made during the trial and no refund is needed; cancel from the Billing page before the trial ends to avoid being charged.

7. Non-refundable items

The following are not eligible for refund under any circumstances:

• Custom domain registrations, SSL certificates, or third-party fees we pass through at cost.
• One-time setup fees on Enterprise contracts, once onboarding has begun.
• Usage-based charges already incurred in the current billing period (e.g., overage on locations already provisioned).
• Chargebacks: if you initiate a chargeback with your card issuer instead of requesting a refund from us, the account is suspended pending resolution and any refund is handled through the chargeback process only.

8. Restaurant-to-diner payments

Vino does not process payments between restaurants and their diners. When diners pay a restaurant for food or orders, the transaction runs through the restaurant's own payment processor. Any dispute over a diner's purchase must be raised with that restaurant directly. Vino cannot refund purchases we did not receive.

9. Enterprise contracts

Enterprise subscriptions are governed by the signed order form between you and VeeCard Ltd. Refund terms, minimum commitment, and termination are set out in that contract and override this page for the Enterprise relationship.

10. Statutory rights

Nothing in this policy limits rights you have under local consumer protection law, including:

• EU and UK: the right of withdrawal under Directive 2011/83/EU within 14 days of purchase, except where you have expressly agreed that performance of a digital service begins immediately and you waive that right at checkout.
• California: the right to cancel per the Automatic Renewal Law (Cal. Bus. & Prof. Code Section 17602).
• Israel: the right of cancellation under the Consumer Protection Law, 5741-1981, subject to its exceptions for digital services.

If local law gives you a stronger right than this policy, the stronger right applies.

11. How to request a refund

Email vino.smart.menus@gmail.com from the account email with:

• The email address and workspace name on the account.
• The Paddle order or invoice number (visible in the receipt Paddle sent you).
• The reason for the refund.

We respond within 2 business days. If approved, Paddle processes the refund to the original payment method; funds typically arrive in 5 to 10 business days depending on your bank or card network.

12. Contact

• Email: vino.smart.menus@gmail.com
• Company: VeeCard Ltd.
• Payments handled by: Paddle.com Market Limited, Judd House, 18-29 Mora Street, London, EC1V 8BT, United Kingdom.