Cancellation and Refund Policy

Effective date: 23 June 2026

This policy explains how Zesty handles SaaS subscription cancellations and how restaurants should manage refunds for customer orders processed through their own workspace.

SaaS subscription cancellations

Organization owners and authorized admins may cancel, downgrade, or change paid subscriptions through the billing workspace or by contacting Zesty support when self-service controls are unavailable.

Cancellation stops future renewal according to the billing provider state and the plan terms shown at checkout or in the applicable written arrangement. Cancelling a subscription does not automatically refund amounts already charged unless Zesty confirms a refund in writing or applicable law requires it.

Trial access may expire automatically. Trial grants can also be revoked for misuse, non-payment, security risk, incorrect organization setup, or operational reasons.

SaaS subscription refunds

Subscription refund requests are reviewed against:

• the active plan and billing provider record;
• payment capture and settlement status;
• whether the customer used paid features after purchase;
• duplicate charge, failed activation, or provider-error evidence;
• applicable legal, tax, and payment-provider requirements.

Approved refunds may be processed through the payment provider or another documented method. Provider timelines, bank processing, chargeback rules, and tax treatment can affect when funds are visible.

Restaurant customer order refunds

Restaurants using Zesty remain responsible for their own customer refund promises, food-service obligations, payment settlement, GST/tax records, chargebacks, disputes, and provider dashboard actions.

Zesty provides tools to request, approve, reject, record, and reconcile restaurant order refunds. Restaurant staff should review the order, bill, payment method, provider state, refund reason, and internal notes before approving a refund.

Non-refundable situations

Zesty may decline a SaaS refund where the request relates to restaurant operations outside Zesty's control, incorrect restaurant-entered data, staff misuse, provider delays after successful service delivery, abuse, fraud, policy violations, or unsupported manual arrangements.

Data after cancellation

Some records may be retained after cancellation for billing, tax, audit, support, security, backup, fraud prevention, dispute, legal, or payment-provider reasons. See the Privacy Policy and Retention Policy for more detail.

Contact

For cancellation or refund questions, use Contact Zesty, email hello@zesty.id, or use the support channel in the application.