Refund & Cancellation Policy
When and how amounts are refunded for Brinq merchant subscriptions, and for orders paid online through stores powered by Brinq.
1Scope
This policy applies to:
- Merchant (business owner) subscriptions to the Brinq platform.
- Orders that customers pay for online through online stores and QR menus powered by Brinq.
2Merchant Subscriptions
- Plans start with a free trial (where available) so you can evaluate the system before paying.
- Subscription payments are non-refundable once the plan is activated and the service is used, except as required by applicable law (per section 3 of the Terms & Conditions).
- You can choose not to renew at any time; your access continues until the end of the paid period.
- If you were charged twice or by mistake, email us and we'll review the case and refund the amount due once verified.
3Cancelling Online-Store Orders
- Before preparation starts: You can cancel your order before the store accepts and starts preparing it, and the online payment is refunded automatically to the same payment method.
- If the store rejects the order: When a store rejects or cancels an order, the amount is refunded automatically to the same payment method.
- After preparation starts: Cancellation is subject to the store's own policy, as the store is the seller of the product or service.
- Cash payments: Orders paid in cash on delivery or pickup don't require an online refund.
You're notified when your order status changes, and you can follow it in your order details.
4Refund Timing
Refunds are processed through the store's payment gateway. The amount may take 1 to 14 business days to appear, depending on your card issuer's policy (mada, Visa, Mastercard, Apple Pay).
5Order Issues
If you receive an incomplete or incorrect order, contact the store first. If it isn't resolved, email us with the order number and store name and we'll help follow up with the store. If you were charged but no order was created due to a technical issue, email us and we'll investigate and resolve it.
6Brinq's Role
Brinq is a technology provider for stores. Funds collected from customers go directly to the store's account through its payment gateway; the platform does not hold or transfer sales funds (see section 5 of the Terms & Conditions).