Meniqo is a business tool sold to restaurants and other hospitality businesses ("you" / "your business"). This policy explains how billing, cancellation, and refunds work. Please read it before starting your trial — by entering your card details and starting the trial, you agree to these terms.
1. The 14-day free trial is your evaluation period
Every new account starts with a 14-day free trial. We require a payment card upfront so we can charge you automatically when the trial ends, but no charge is made during the trial. The trial is the time we give you to fully evaluate Meniqo: build your menu, design your QR, test it on real guests, switch themes, change languages — everything the paid plan offers, with no limits.
If Meniqo is not right for your business, you must cancel before the 14-day trial ends. Cancellation takes one click on your billing page. If you cancel before the trial ends, your card is never charged and there is nothing to refund.
2. No refunds after the trial ends
Because you have 14 full days to try Meniqo for free with no restrictions, charges that happen after the trial — and all charges on subsequent billing periods — are non-refundable. This applies to:
- The first charge that happens automatically when the trial ends.
- Every monthly renewal after that.
- Every yearly renewal, if you switch to an annual plan.
- Charges where you forgot to cancel, where your circumstances changed, where you no longer need the service, or where you simply changed your mind.
You may cancel at any time from your billing page. Cancellation stops future charges immediately. You keep access to Meniqo until the end of the period you have already paid for. We do not pro-rate refunds for unused days, weeks, or months.
3. The only exceptions
We will refund you in two narrow situations, and only these two:
- Billing error on our side. You were charged twice, charged after a confirmed cancellation, or charged the wrong amount because of a clear bug in our billing system. Contact us within 30 days of the charge with your account email and the date of the charge — we will verify and refund the affected amount within 7 business days.
- Mandatory legal rights that cannot be waived. Where local law gives you a refund right that contracts cannot override (this is rare for B2B contracts), we honor that right. The rest of this policy is read subject to those laws.
4. Trial extensions and goodwill credits
We do not extend trials past 14 days. If you need more time to onboard your team, the right call is to start the paid plan and use a regular monthly billing cycle to keep evaluating — you can still cancel at any time and the cancellation takes effect at the end of the month you have paid for.
5. How to request a billing-error refund
- Email billing@meniqo.com with the subject "Billing error refund request" and include the email address of your Meniqo account, the approximate date and amount of the charge, and a one-sentence description of the error.
- We confirm receipt within 2 business days and, if the charge qualifies under Section 3, process the refund within 7 business days via Paddle.
- Approved refunds appear on your card statement 3 to 10 business days later, depending on your bank.
- Requests outside the 30-day window or for reasons not covered by Section 3 will be declined. We are happy to explain the decision but we do not negotiate refunds beyond this policy.
6. EU consumer right of withdrawal — important
EU Directive 2011/83 grants consumers (individuals acting outside their trade, business or profession) a 14-day right of withdrawal on distance contracts for digital services. Meniqo is sold for use in your hospitality business, so in the vast majority of cases the buyer is a business and this directive does not apply.
If you are nonetheless a consumer under EU law, by starting your trial and beginning to use the service you expressly request immediate provision of the digital service and you acknowledge that, once the service has been fully provided to you (which begins immediately), you lose the right of withdrawal under Article 16(m) of the directive. The 14-day free trial period satisfies and exceeds the equivalent evaluation window the directive is designed to protect.
7. Chargebacks
Please contact us at billing@meniqo.com before initiating a chargeback with your bank. Most issues — a forgotten cancellation, a card you did not recognise, a charge you did not expect — can be resolved directly within one business day.
Chargebacks initiated without contacting us first, or chargebacks for reasons that fall under Section 2 (no refunds after the trial), will result in:
- Immediate suspension of your Meniqo account and all associated menus and QR codes.
- A reversal claim filed with Paddle to recover the disputed amount plus the chargeback fee charged to us by the card networks.
- A request that the unpaid balance be settled before service is restored.
8. Account closure
Cancelling your subscription does not delete your account or your data. To request full account deletion, see Section 9 of our Privacy Policy. Account deletion does not entitle you to a refund of any charges already made.
9. Changes to this policy
We may update this Refund Policy. The version that applies to your subscription is the version published on the day you most recently started or renewed your subscription. We will notify existing subscribers by email at least 14 days before any material change takes effect at their next renewal.
10. Contact
Billing questions: billing@meniqo.com
General support: hello@meniqo.com