Effective date: 25 September 2026
This policy explains how Zesty handles cancellations and refunds for plan subscriptions and Zesty credits, and who handles refunds for guest orders.
SaaS subscription cancellations
Organization owners and authorized admins may cancel, downgrade, or change paid subscriptions through the billing workspace or by contacting Zesty support when self-service controls are unavailable.
Cancellation stops future renewal according to the billing provider state and the plan terms shown at checkout or in the applicable written arrangement. Cancelling a subscription does not automatically refund amounts already charged unless Zesty confirms a refund in writing or applicable law requires it.
Trial access may expire automatically. Trial grants can also be revoked for misuse, non-payment, security risk, incorrect organization setup, or operational reasons.
SaaS subscription refunds
Subscription refund requests are reviewed against:
- the active plan and billing provider record;
- payment capture and settlement status;
- whether the customer used paid features after purchase;
- duplicate charge, failed activation, or provider-error evidence;
- applicable legal, tax, and payment-provider requirements.
Approved refunds may be processed through the payment provider or another documented method. Provider timelines, bank processing, chargeback rules, and tax treatment can affect when funds are visible.
Zesty credits
Zesty credits are prepaid. While the account is open, credit is not refunded, except for a duplicate charge, a top-up that was charged but never added to the balance, or where applicable law requires a refund.
Credit stays valid for 12 months from the date of the top-up it came from [confirm]. When an organization closes its account, Zesty refunds unused, unexpired credit on request, to the original payment method [confirm]. Refunds of GST charged on a top-up follow applicable tax rules [confirm].
Auto top-up can be turned off at any time from Settings, or by cancelling the mandate in the owner's UPI app or bank. Turning it off stops future top-ups; it does not refund credit already added.
Guest order refunds
Guests pay restaurants directly: at the counter, by cash on delivery, or by UPI to the restaurant's own UPI ID. Zesty never receives that money and cannot refund it. Guests should ask the restaurant for a refund.
Restaurants are responsible for their refund promises to guests, paying refunds back, food-service obligations, GST and tax records, and chargebacks or disputes with their bank or UPI provider. Zesty lets restaurant staff request, review, and record a refund against an order so their records match what was paid back.
Non-refundable situations
Zesty may decline a SaaS refund where the request relates to restaurant operations outside Zesty's control, incorrect restaurant-entered data, staff misuse, provider delays after successful service delivery, abuse, fraud, policy violations, or unsupported manual arrangements.
Data after cancellation
Some records may be retained after cancellation for billing, tax, audit, support, security, backup, fraud prevention, dispute, legal, or payment-provider reasons. See the Privacy Policy and Retention Policy for more detail.
Contact
For cancellation or refund questions, use Contact Zesty, email support@zesty.id, or use the support channel in the application.