Refund & Cancellation Policy

Scope

Servyn is a product of Bairwal Tech Solutions, a sole proprietorship firm registered in India. This policy forms part of our Terms of Service and covers two different things: subscription fees that restaurants pay to Bairwal Tech Solutions, and payments that diners make for food orders. They are handled differently, so please read the section that applies to you.

Part A — Restaurant Subscriptions

Cancelling

You may cancel your subscription at any time by writing to [email protected] from the email address registered to your account, or by calling us on +91 95887 95400. Cancellation takes effect at the end of your current paid term unless you ask for it to take effect sooner. We will confirm your cancellation in writing within 2 business days.

Free trial

Your first 3 months are free and require no payment details, so there is nothing to refund. You may stop using the Service at any time during the trial without owing us anything, and you will not be charged when it ends unless you choose a paid plan.

Cooling-off period for a first subscription

If you are a new customer, you may cancel within 7 days of your first payment and receive a full refund, no reason required. This applies once per restaurant, to the first paid term only.

After the cooling-off period

• Monthly plans are not refundable for the month already begun. Cancelling stops the next renewal.
• Annual and multi-month plans may be refunded on a pro-rata basis for whole unused months remaining in the term, less any discount you received for committing to the longer term and less payment-gateway charges already incurred. The month in progress is not refunded.
• One-time setup, onboarding, training, hardware and data-migration charges are not refundable once the work has been performed or the hardware dispatched.

Refunds we will always give

Regardless of the above, we will refund you in full where:

• you were charged in error, charged twice, or charged after cancelling;
• we were unable to activate your account and you never received the Service;
• we discontinue the Service, or materially reduce it, during a term you have paid for — refunded pro-rata for the unused period;
• we make a material change to the Terms of Service that you do not accept — refunded pro-rata for the unused period.

No refund

We do not refund where access was suspended or terminated because of a breach of the Terms of Service, or for a period during which you simply chose not to use the Service.

How and when you are paid

Approved refunds are made to the original payment method only. We will initiate the refund within 7 business days of approving your request. Once initiated, the money typically reaches your account within a further 5–7 business days, depending on your bank or card issuer; that leg is outside our control. Where a refund to the original method is not possible, we will arrange a bank transfer to an account you nominate.

Part B — Diner Food Orders

The restaurant, not Servyn, is the seller of your food. Servyn provides the ordering and payment technology. Decisions about cancelling an order, remaking a dish, or refunding a payment are made by the restaurant you ordered from, in line with its own policy and applicable consumer law.

• Before the restaurant accepts your order, it can normally be cancelled in full and any payment refunded.
• Once preparation has started, cancellation is at the restaurant’s discretion, since food is a perishable good prepared to order.
• If your order was not delivered to your table, was wrong, or was unfit, raise it with the restaurant immediately. If they agree a refund, we will process it to your original payment method; refunds are typically initiated within 3 business days of the restaurant approving them and reach your account within a further 5–7 business days.
• If a payment failed but money left your account, it is normally reversed automatically by your bank within 5–7 business days. If it is not, contact us with the transaction reference and we will trace it with the payment aggregator.

Nothing in this section limits your rights under the Consumer Protection Act, 2019. If you cannot resolve a complaint with the restaurant, our Grievance Officer will assist you.

How to Request a Refund

Email [email protected] or call +91 95887 95400 with your account or order reference and what went wrong. We will acknowledge within 24 hours with a ticket number and give you a decision within 15 days. If we decline a refund we will tell you why in writing.

Grievance Officer

Name: Amandeep
Designation: Grievance Officer, Bairwal Tech Solutions
Email: [email protected]
Phone: +91 95887 95400
Address: Kanganpur Road, Sirsa, Haryana 125055, India