Refund Policy

1. Scope of This Policy

This Refund Policy applies to subscription fees paid to Zestio Tech Limited for SweetAsMenu services. This policy complies with the New Zealand Consumer Guarantees Act 1993.

Note: Refunds for food orders placed through restaurant menus are the responsibility of each individual restaurant, not Zestio Tech Limited.

2. Subscription Refunds

2.1 New Subscriber Guarantee (14 Days)

Conditions:

• Applies to first-time paid subscribers only
• Request must be made within 14 days of payment
• Applies to monthly and annual subscriptions
• AI credits used during this period will not affect refund eligibility

2.2 Monthly Subscriptions

After the 14-day guarantee period:

• Monthly subscriptions are non-refundable
• You may cancel anytime; service continues until end of billing period
• No partial refunds for unused days within a billing cycle

2.3 Annual Subscriptions

Annual subscription refunds (after the 14-day guarantee):

• Within 30 days: Full refund minus the pro-rata value of days used
• 31-90 days: 75% refund of remaining unused months
• 91-180 days: 50% refund of remaining unused months
• After 180 days: No refund; may cancel for end of term

2.4 Plan Downgrades

When downgrading to a lower-tier plan, the change takes effect at your next billing date. No refunds are provided for the difference between plans. AI credits do not carry over to the new plan.

3. AI Feature Credits

AI features (image generation, enhancement, translation) use credits included in your plan:

• Credits are non-refundable once used
• Unused credits expire at the end of each billing month
• Credits do not roll over to the next period
• Failed AI generations (due to system errors) do not consume credits

4. Restaurant Order Refunds (For Customers)

Important: SweetAsMenu is a platform connecting customers with restaurants. We do not sell food directly.

4.1 Who to Contact

For refunds on food orders, please contact the restaurant directly. Each restaurant sets their own refund policy for:

• Incorrect orders
• Food quality issues
• Missing items
• Late delivery
• Order cancellations

4.2 Payment Processing Issues

If you were charged but your order wasn't received by the restaurant (payment processing error):

• Contact the restaurant first
• If unresolved, email support@zestiotech.com with your order details
• We will investigate and facilitate the refund through Stripe

5. Service Disruption Credits

If SweetAsMenu experiences significant downtime affecting your business:

Credits are applied to your next billing cycle. This does not apply to scheduled maintenance (which we announce in advance) or issues caused by third-party services.

6. How to Request a Refund

6.1 Subscription Refunds

1. Email support@zestiotech.com
2. Include your account email and reason for refund
3. We will respond within 2 business days
4. Approved refunds are processed within 5-10 business days

6.2 Required Information

• Account email address
• Date of purchase
• Payment method (last 4 digits)
• Reason for refund request
• Order ID (for restaurant order issues)

7. Refund Methods

Refunds are processed to the original payment method:

• Credit/Debit Card: Refunded to original card (5-10 business days)
• Bank Transfer: Refunded to original account (3-5 business days)

If the original payment method is no longer available, we will arrange an alternative refund method.

8. Non-Refundable Items

The following are not eligible for refunds:

• Used AI generation/enhancement credits
• Custom development or setup services
• Monthly subscriptions after the 14-day guarantee
• Accounts terminated for Terms of Service violations
• Free trial periods (no payment made)

9. Your Consumer Rights (NZ Law)

Under the New Zealand Consumer Guarantees Act 1993, you have rights that cannot be excluded by contract:

• Services must be provided with reasonable care and skill
• Services must be fit for purpose
• Services must be provided within a reasonable time

If we fail to meet these guarantees, you may be entitled to a remedy (repair, redo, or refund) regardless of this policy. Nothing in this policy limits your statutory rights.

10. Disputes

If you're not satisfied with our refund decision:

1. Email support@zestiotech.com requesting escalation
2. A senior team member will review within 5 business days
3. If still unresolved, you may contact the Consumer Protection NZ
4. You may also seek resolution through the Disputes Tribunal (claims up to $30,000)

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes affecting your existing subscription will be notified via email.

12. Contact Us

For refund requests or billing questions:

Response time: Within 2 business days (Monday-Friday, NZ time)