Refund Policy

DockShala provides technology. We are not the merchant for food and beverage sold in your café or restaurant unless a separate payments product is explicitly offered and accepted later.

Many DockShala engagements include a one-time or project-style setup (menu digitisation, branding, QR/table setup, go-live support). Because this work starts soon after payment and consumes human + platform resources:

• Before work starts: If you cancel in writing (WhatsApp/email) before we begin setup and no deliverables have been started, you may request a full refund of the unused setup fee, subject to verification of payment.
• After setup has started: Setup fees are generally non-refundable once menu loading, design, account creation, or technical configuration has begun.
• If we cannot deliver: If DockShala fails to complete agreed setup due to our fault (not due to missing content, delayed inputs, or restaurant unavailability), you may request a remedy: completion at no extra setup cost, partial refund, or full refund of the unused setup amount — as mutually fair and documented.

Delays caused by incomplete menus, missing photos, or unresponsive restaurant contacts do not automatically qualify for refund.

If your commercial agreement includes a recurring or period-based plan fee:

• Cooling-off (first 7 days): If you paid a new plan fee, have not substantially used live ordering/admin operations, and request cancellation within 7 days of first payment, we may issue a full or pro-rata refund at our discretion after review — unless a written agreement states otherwise.
• After the initial window: Plan fees for the current paid period are generally non-refundable. You may choose not to renew for the next period.
• Mid-term cancellation: Early cancellation does not automatically create a cash refund for unused days unless required by law or expressly agreed in writing.
• Downgrades: Feature downgrades take effect as agreed; prepaid amounts are not usually cashed out.

We will refund or provide account credit in good faith when:

• You were charged twice for the same invoice by our error;
• You paid an incorrect amount due to our billing mistake;
• We permanently discontinue a paid Service you prepaid for and cannot provide a reasonable alternative;
• A written commercial agreement expressly guarantees a refund condition that has been met;
• Required under applicable Indian consumer protection or other mandatory law.

• Change of mind after go-live or after substantial use of admin/ordering features;
• Dissatisfaction with restaurant sales, footfall, or staff adoption (business outcomes are not guaranteed);
• Issues caused by your internet, devices, incorrect staff use, or third-party outages outside our reasonable control;
• Suspension for Terms violations, abuse, or non-payment of other dues;
• Custom work, training sessions already delivered, or third-party costs already incurred on your behalf;
• Diner-facing food/order refunds (handled by the restaurant).

If the Platform experiences a material outage or defect that prevents core use of a paid feature for a prolonged period, contact us promptly. Remedies may include priority fix, service extension (extra days), account credit, or — in serious cases — a partial refund, at our reasonable discretion. Scheduled maintenance and brief interruptions are normal for cloud software and do not alone create a refund right.

1. Message us on WhatsApp at +91 78078 73718 or email support@dockshala.com (or the support channel used at signup).
2. Share: restaurant name, payment date, amount, payment method/reference (UPI/bank/receipt), and reason for the request.
3. We review within a reasonable time (typically 5–10 business days after complete information is received).
4. If approved, refunds are initiated to the original payment method or another mutually agreed method (e.g. bank transfer). Bank/UPI networks may take additional days to reflect credit.

Incomplete requests or mismatched payment proofs may delay or prevent processing.

Please contact us before raising a payment dispute with your bank or UPI app. Unfounded chargebacks may lead to account suspension and recovery of fees, chargeback costs, and related expenses. We cooperate with payment providers to share legitimate transaction records.

If GST or other taxes were collected as part of an invoice, refunds will follow applicable tax rules. Any tax invoice credit notes will be issued as required. You remain responsible for your own restaurant’s GST on food sales to diners.

Demo café access, trials, or complimentary pilots have no monetary refund. Paid conversion after a free period follows the fee terms agreed at that time.

We may update this Refund Policy. The latest version will show a new “Last updated” date. Changes apply to new payments after the update; already-paid periods follow the policy (or written contract) in force at payment time, unless law requires otherwise.