This Refund Policy describes how refunds and cancellations work for paid subscriptions to Plateon ("Plateon") software plans. It supplements our Terms of Service.
1. What you are purchasing
Plateon sells recurring software subscriptions to restaurant businesses. Plans (Global Menu, Dine-In OS, Full House) are billed monthly or annually in EUR through Paddle, which acts as merchant of record for subscription charges.
2. Free setup vs paid plans
You may create an account and configure your restaurant without a paid subscription. Paid plans unlock publishing and additional features as described on our pricing page. Charges begin only after you complete checkout for a selected plan.
3. Cancellation
Monthly subscriptions:you may cancel at any time from your dashboard billing settings or through Paddle's customer portal where available. Cancellation stops automatic renewal. You typically retain access to paid features until the end of the current billing period already paid for.
Annual subscriptions: annual plans are billed upfront for twelve months of access at a discounted yearly rate (equivalent to ten months of the monthly price). Cancellation prevents renewal at the end of the annual term; we do not provide partial refunds for unused months after the refund window below, except where required by law.
4. Refunds
General rule: subscription fees are non-refundable once a billing period has started, except as stated below or where mandatory law provides otherwise.
First purchase (14 days): if you are entitled to a statutory withdrawal or cooling-off period under applicable EU or national law, you may request a full refund of your first subscription payment within fourteen (14) days of purchase, provided you have not substantially used paid production features after publishing your storefront. Contact us with your account email and Paddle receipt reference.
Billing errors and duplicate charges: we will correct confirmed duplicate charges or clear billing mistakes, usually via Paddle refund to the original payment method.
Service unavailability: if the Service is materially unavailable for an extended period due to our fault, we may offer a pro-rata credit or refund for the affected period at our discretion.
5. Plan downgrades and upgrades
Upgrades may take effect immediately with prorated or new-period charges as shown at checkout. Downgrades generally apply at the next renewal date unless Paddle or our billing flow specifies otherwise. We do not refund the difference when downgrading mid-period.
6. Chargebacks
If you dispute a charge with your bank or card issuer, Paddle may handle the dispute under their procedures. Please contact legal@plateon.app first so we can resolve billing issues quickly.
7. How to request a refund or help
Email us at legal@plateon.app with:
- Restaurant / account email;
- Plan name and billing interval (monthly or annual);
- Date of charge and amount;
- Paddle transaction or invoice reference, if available;
- Brief reason for the request.
We aim to respond within five business days. Approved refunds are processed through Paddle to the original payment method and may take five to ten business days to appear on your statement.
8. Changes
We may update this policy from time to time. The version on https://plateon.app/refund-policy applies to purchases made after the updated date is posted.