Refund Policy

Platform: Scanify Last Updated: April 26, 2026 Version: 1.0

This policy outlines how refunds and cancellations are handled on the Scanify platform — both for End Customers placing food orders and for Restaurant Partners subscribing to Scanify's services.

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Table of Contents

1. Understanding Scanify's Role
2. Part A — End Customer Refunds and Cancellations
3. Part B — Restaurant Partner Subscription Refunds
4. Payment Gateway and Transaction Failures
5. How to Raise a Refund Request
6. Refund Processing Timelines
7. Non-Refundable Situations
8. Dispute Resolution
9. Policy Updates
10. Contact Us

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1. Understanding Scanify's Role

Scanify is a technology intermediary — a platform that connects End Customers with Restaurant Partners for digital ordering. Scanify does not prepare, handle, or deliver food.

This means:

• Food order refunds are governed by the individual Restaurant Partner's refund policy, not Scanify's
• Scanify's direct refund obligations apply only to platform subscription fees paid by Restaurant Partners
• Scanify may facilitate communication between parties but is not liable for food quality, order accuracy, or fulfilment issues

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2. Part A — End Customer Refunds and Cancellations

2.1 Who Is Responsible

All refund and cancellation decisions for food orders placed through Scanify are made solely by the Restaurant Partner from whom the order was placed. Scanify does not have authority to override a Restaurant Partner's refund decision.

2.2 General Situations Where a Refund May Apply

While policies vary by restaurant, refunds for food orders are commonly considered in the following situations:

• The order was confirmed but never prepared or delivered
• The wrong items were served or delivered
• The order contained items the customer is allergic to, which were not disclosed on the menu
• A duplicate payment was charged for the same order
• The restaurant cancelled the order after payment was collected

2.3 Situations Where Refunds Are Typically Not Applicable

• The customer changed their mind after the order was accepted and preparation began
• A complaint about taste, spice level, or food preference that is subjective in nature
• Delays caused by circumstances outside the restaurant's control (high demand, power outages, etc.)
• The customer provided incorrect order details

2.4 How to Request a Food Order Refund

Step 1: Contact the restaurant directly using the contact information provided in your order confirmation or on their menu page.

Step 2: If the restaurant does not respond or resolve the issue within 48 hours, you may escalate by emailing support@scanify.co.in with:

• Your order ID or reference number
• The name of the restaurant
• A description of the issue
• Any supporting evidence (photos, screenshots)

Step 3: Scanify will attempt to mediate in good faith, but the final refund decision rests with the Restaurant Partner. Scanify bears no financial liability for food order refunds.

2.5 Cancellations by End Customers

Once an order is confirmed and accepted by the restaurant, cancellations may not be possible. Cancellation eligibility depends entirely on the Restaurant Partner's policy displayed at the time of ordering. Review the restaurant's cancellation policy before confirming your order.

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3. Part B — Restaurant Partner Subscription Refunds

3.1 Subscription Plans

Restaurant Partners who subscribe to Scanify's paid plans agree to the following refund terms:

3.2 Free Trial Period

If Scanify offers a free trial period, no charges are made during the trial. Cancelling before the trial ends will not result in any charge.

3.3 Monthly Subscriptions

3.4 Annual Subscriptions

3.5 Upgraded or Downgraded Plans

• Upgrades: Charged immediately on a pro-rated basis for the remainder of the billing cycle
• Downgrades: Take effect at the start of the next billing cycle; no partial refunds for the current period

3.6 Account Termination by Scanify

If Scanify terminates your Restaurant Partner account for a violation of the Terms and Conditions, no refund will be issued for any remaining subscription period.

If Scanify terminates your account for reasons unrelated to a violation (e.g., Scanify discontinues the service), a pro-rated refund for the unused period will be issued.

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4. Payment Gateway and Transaction Failures

4.1 Failed Transactions

If a payment is deducted from your account but the order or subscription is not activated, this is likely a payment gateway processing issue. In such cases:

• The amount is typically auto-reversed by the payment gateway within 5–7 business days
• If it is not reversed, contact us at support@scanify.co.in with your transaction ID and bank statement screenshot

4.2 Double Charges

In the rare event of a duplicate charge, Scanify will refund the extra amount within 7–10 business days upon verification.

4.3 Scanify's Limitation

Scanify uses third-party payment gateways (e.g., Razorpay, PayU). We are not responsible for delays or errors caused by the payment gateway, your bank, or your card network. For gateway-related issues, you may also contact the payment provider directly.

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5. How to Raise a Refund Request

To raise a refund request with Scanify, email us at support@scanify.co.in with the subject line: Refund Request — [Your Name / Business Name]

Include the following in your email:

• Full name and registered email address
• Order ID or subscription invoice number
• Date of transaction
• Amount charged
• Reason for refund request
• Supporting documentation (screenshots, order confirmations, bank statements)

We will acknowledge your request within 24 hours and aim to resolve it within 7 business days.

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6. Refund Processing Timelines

Once a refund is approved, the amount will be credited as follows:

Note: These timelines are estimates. Actual credit timelines depend on your bank or payment provider and are outside Scanify's control.

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7. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Violation of Scanify's Terms and Conditions leading to account suspension or termination
• Requests made outside the eligible refund window
• Dissatisfaction with features that were accurately described before purchase
• Failure to use the platform during an active subscription period
• Food order disputes where the Restaurant Partner has confirmed the order was correctly fulfilled
• Losses due to user error (incorrect menu setup, wrong order details, etc.)

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8. Dispute Resolution

If you are dissatisfied with a refund decision made by Scanify, you may escalate the matter to our Grievance Officer:

If the dispute remains unresolved, it shall be subject to arbitration under the Arbitration and Conciliation Act, 1996, as outlined in our Terms and Conditions.

For consumer-related disputes, End Customers may also approach the appropriate consumer forum under the Consumer Protection Act, 2019.

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9. Policy Updates

Scanify may update this Refund Policy at any time. Changes will be communicated via email or an in-platform notice. Continued use of the Platform after changes take effect constitutes acceptance of the revised policy.

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10. Contact Us