Business Entity Information
Legal Entity: Mountain Trail Topicals (Sole Proprietorship)
Operating Brand: MenuMate
Website: https://menu-mate.io
Registered Address: Village Mansari, PO Haripur, Tehsil Manali, Dist Kullu, Himachal Pradesh - 175136, India
Contact Email: support@menu-mate.io
Contact Phone: +91 6230849344
Important Notice
This policy covers refunds for MenuMate subscription fees, usage charges, and platform fees charged via Razorpay payment gateway. Customer refunds for restaurant orders are managed separately by individual restaurants. For cancellation of your MenuMate subscription, please refer to our Cancellation Policy.
1. Subscription Refunds
1.1 Free Trial Period
- All new accounts receive a 7-day free trial
- Cancel anytime during the trial period with no charges
- Cancellation takes effect immediately during trial
- Your data will be retained for 30 days after cancellation
1.2 Post-Trial Subscriptions
General Policy: Subscription fees are non-refundable after the trial period ends.
Cancellation: You may cancel your subscription at any time. Your subscription will remain active until the end of the current billing period, and you will not be charged for the next period.
No Partial Refunds: We do not provide prorated refunds for unused time in the current billing period.
1.3 Exceptions
Refunds may be issued at our discretion in the following cases:
- Service Outage: Major service disruption lasting more than 48 hours
- Billing Error: You were charged incorrectly due to our error
- Duplicate Charges: You were charged multiple times for the same period
- Feature Unavailability: Promised features are unavailable for extended periods
Exception requests must be submitted within 7 days of the charge.
2. Usage-Based Charges
Usage-based charges (AI Chat, Voice, WhatsApp Credits, Premium OCR) are billed at the end of each month based on actual consumption.
Usage charges are non-refundable as the services have already been consumed (AI processing, API calls, etc.).
If you believe usage charges are incorrect, contact us within 7 days with:
- Detailed explanation of the discrepancy
- Approximate date/time of incorrect charges
- Expected vs. actual charges
We will investigate and adjust charges if an error is confirmed.
Monthly allocations (included in Pro, Pro+, and Enterprise plans) expire at the end of each billing period and have no cash value. Unused allocations cannot be refunded.
3. Platform & Gateway Fees
MenuMate charges zero platform fees on restaurant order transactions. The only fee applicable on restaurant orders is the Razorpay payment gateway fee (~2% + GST), which is charged by Razorpay directly and deducted before settlement.
- Restaurant Orders: 0% MenuMate platform fee (only Razorpay gateway fee ~2% + GST applies)
- Event Payments: 5% MenuMate platform fee + Razorpay gateway fee
Razorpay payment gateway fees are non-refundable as they are charged by Razorpay for processing the transaction.
No fees are charged on failed transactions. Only successful transactions incur Razorpay gateway fees.
If a restaurant issues a refund for an event payment, the 5% MenuMate platform fee on that transaction will be refunded to the restaurant within 7 business days. Razorpay gateway fees remain non-refundable.
4. Restaurant-to-Customer Refunds
Important: MenuMate is a platform that facilitates ordering and payments. Individual restaurants are responsible for their own refund policies regarding customer orders.
4.1 Restaurant Responsibility
- Each restaurant sets its own refund policy for orders
- Customers should contact the restaurant directly for order-related refunds
- MenuMate facilitates the refund process but does not make refund decisions
4.2 Refund Process
When a restaurant approves a customer refund:
- Restaurant initiates refund through MenuMate dashboard
- Refund is processed through the original payment method via Razorpay
- Customer receives refund (minus Razorpay gateway fee) within 5-7 business days
- Restaurant receives MenuMate platform fee refund within 7 business days
4.3 Dispute Mediation
If a customer and restaurant cannot resolve a refund dispute, MenuMate may provide mediation assistance, but the final decision rests with the restaurant unless fraud is suspected.
5. Event Payment Refunds
Event organizers (restaurants) using MenuMate's event management features are responsible for their event refund policies.
Event organizers should clearly communicate cancellation and refund terms to guests. MenuMate facilitates refund processing based on organizer instructions.
If an event is cancelled by the organizer, full refunds (minus payment gateway fees) should be issued to all guests. The 5% MenuMate platform fee will be refunded to the organizer.
In case of circumstances beyond control (natural disasters, government restrictions), refund policies will be evaluated on a case-by-case basis.
6. How to Request a Refund
To request a refund for MenuMate subscription or charges:
- Submit Request: Email refunds@menu-mate.io with:
- Your account email address
- Restaurant name
- Reason for refund request
- Transaction ID (if applicable)
- Supporting documentation (if relevant)
- Review Period: We will review your request within 3-5 business days
- Decision: You will receive an email with our decision and explanation
- Processing: If approved, refunds are processed within 7-10 business days to the original payment method
7. Chargeback Policy
Contact Us First: Before initiating a chargeback with your bank, please contact us to resolve the issue. Chargebacks often take 60-90 days to resolve and may result in additional fees.
Chargeback Consequences: If you initiate a chargeback:
- Your account may be suspended pending investigation
- Access to the Service may be restricted
- If the chargeback is determined to be invalid, you may be liable for chargeback fees
Good Faith Resolution: We are committed to resolving billing disputes fairly and promptly. Most issues can be resolved faster through direct communication.
8. Payment Gateway Fees
Razorpay Charges: Razorpay charges approximately 2% + GST on transactions. These charges are deducted before settlement and are non-refundable.
Refund of Order Payments: Refunds for restaurant orders can only be initiated by the restaurant through the MenuMate dashboard. When a restaurant-initiated refund is processed, the customer receives the refund amount minus the Razorpay payment gateway fee, as Razorpay gateway fees are non-refundable. MenuMate does not initiate or process refunds on behalf of restaurants — the decision to refund lies solely with the restaurant.
9. Account Termination
Voluntary Closure: If you close your account:
- Subscription continues until the end of current billing period
- No refund for remaining time in the billing period
- Data retained for 30 days, then permanently deleted
- Outstanding usage charges will be billed before account closure
Involuntary Termination: If we terminate your account for Terms violation:
- No refund will be issued for the current billing period
- Outstanding charges must be paid within 7 days
- Immediate access suspension
10. Subscription Billing
10.1 Billing Cycle
- Monthly Billing: Subscriptions are billed on a monthly basis
- Billing Date: Charges occur on the date you subscribe, then monthly on the same date
- First Charge: Your payment method is charged after the 7-day free trial ends
- Recurring Charges: Automatic monthly charges until you cancel
10.2 Subscription Pricing
Enterprise plans available on request. All prices exclude 18% GST.
10.3 Payment Methods
All payments are processed securely through Razorpay, our PCI DSS compliant payment gateway:
- Credit/Debit cards (Visa, Mastercard, RuPay, American Express)
- UPI (Google Pay, PhonePe, Paytm, BHIM)
- Net Banking
- eMandate / Auto-debit for subscriptions
10.4 Auto-Renewal
Subscriptions automatically renew each month unless cancelled at least 24 hours before the renewal date. You will receive a reminder email before renewal. See our Cancellation Policy for details.
11. Platform Fees & Settlement
11.1 Transaction Fees
Zero MenuMate platform fee. Only Razorpay gateway fee (~2% + GST) applies.
Settlement: T+2 business days after successful transaction
5% MenuMate platform fee + Razorpay gateway fee (~2% + GST)
Settlement: T+2 business days after event date
11.2 Razorpay Gateway Fees
Gateway Charges: ~2% + GST per transaction (charged by Razorpay, not MenuMate)
These fees are deducted before settlement and are non-refundable.
11.3 Restaurant Order Fee Example
Note: Razorpay fees may vary slightly. This is an illustrative example.
12. Failed Payments
If a subscription or usage charge fails:
- You will receive an immediate email notification
- Razorpay will retry payment after 3 days
- Second retry after 7 days
- Final retry after 14 days
- If all retries fail, your subscription may be cancelled by Razorpay
Account Suspension: Accounts with unpaid dues may be suspended. Data is retained for 60 days. To reactivate, clear all outstanding dues.
13. Taxes
All prices are exclusive of applicable taxes unless stated otherwise. Current GST rate: 18% on subscription fees, usage charges, platform fees, and payment gateway fees.
GST-compliant invoices are generated monthly and available in your dashboard. If you are a registered business, provide your GSTIN to receive Input Tax Credit eligible invoices.
All transactions are processed in Indian Rupees (INR). MenuMate currently operates only in India.
14. Payment Security
- PCI DSS Compliance: Razorpay is PCI DSS Level 1 certified
- Data Encryption: All payment data encrypted with 256-bit SSL
- No Card Storage: MenuMate never stores card details on its servers
- Tokenization: Card details tokenized by Razorpay for recurring payments
- Fraud Detection: AI-powered fraud monitoring on all transactions
15. Changes to This Policy
We may update this Refund Policy & Payment Terms periodically. Material changes will be communicated via email. Continued use of the Service after changes constitutes acceptance of the updated policy.
16. Grievance Redressal
If you are not satisfied with the resolution of your refund request, you may escalate the matter to our Grievance Officer:
Grievance Officer: Kartik Madhok
Email: kartik@menu-mate.io
Phone: +91 6230849344
Address: Village Mansari, PO Haripur, Tehsil Manali, Dist Kullu, Himachal Pradesh - 175136, India
The Grievance Officer shall acknowledge your complaint within 48 hours and resolve it within 30 days from the date of receipt.
17. Contact Us
For refund requests, billing queries, or questions about this policy:
Mountain Trail Topicals
Operating Brand: MenuMate
Website: https://menu-mate.io
Refunds: refunds@menu-mate.io
General Support: support@menu-mate.io
Address: Village Mansari, PO Haripur, Tehsil Manali, Dist Kullu, Himachal Pradesh - 175136, India
Phone: +91 6230849344
Response time: Within 3-5 business days for refund requests