This policy explains when and how Qarteo refunds paid subscriptions. It supplements our terms of use and does not limit any rights you have under the applicable law.
What this policy covers
This policy applies to paid subscriptions to the Qarteo platform (monthly and annual plans), whatever payment method is used. The Free plan and the trial period involve no payment: you can test the platform without commitment before subscribing.
It does not cover orders placed by a restaurant's guests through its menu: those orders are paid directly to the establishment, which alone is responsible for refunding them.
14-day money-back guarantee
- First subscription: when you subscribe to a paid plan for the first time, monthly or annual, you can ask for a full refund within 14 days of the payment, with no questions asked.
- Annual renewal: a renewed annual subscription can be fully refunded if you ask within 14 days of the renewal payment.
- Monthly renewal: a renewed month that has started is not refunded. You can stop the renewal at any time so you are not charged the following month.
Cases that are always refunded
Whatever the plan, we give a full refund if you ask within 60 days of the payment for:
- a payment charged twice;
- a billing error (wrong amount, wrong plan, payment taken after a recorded cancellation);
- a period during which the service was unavailable or unusable for a reason attributable to us. The refund may then be calculated pro rata for the period concerned.
Cancellation
You can cancel your subscription at any time from your "Subscription" area or by writing to us. Cancelling stops future renewals. You keep access to your plan's features until the end of the period already paid, then the account moves to the Free plan. Cancelling does not, on its own, entitle you to a refund of the current period, except in the cases described above.
How to request a refund
Write to us at web@qarteo.com or through the Contact page, giving:
- the email address of your account;
- the date and amount of the payment, or the invoice number;
- if needed, the reason for the request (optional under the 14-day guarantee).
We reply within 5 business days. If you paid through Paddle, you can also make your request directly to Paddle, using the link in your payment receipt.
Refund method and timing
- Card or PayPal (through Paddle): Paddle, our official reseller (Merchant of Record), refunds the payment method used. The refund usually appears within 5 to 10 business days, depending on your bank.
- CIB or Edahabia card (SATIM): the refund is made to the card used or, failing that, by bank transfer, within the bank's timeframes.
- Bank transfer, CCP, BaridiMob or cash: the refund is made by bank transfer to an account in the subscription holder's name, within 10 business days of its approval.
- Cryptocurrencies: the refund is made in the same cryptocurrency, to the address you give us, for the value of the amount paid; network fees may be deducted.
The refund covers the amount actually paid, taxes included. After a refund, the subscription concerned ends and your account moves to the Free plan: your data is kept.
Abuse
We may refuse a request in case of obvious abuse, for example repeated subscriptions and refunds, or creating several accounts to use the guarantee more than once.
Contact
For any question about this policy, write to us at web@qarteo.com.