Refunds of subscription payments

A subscription period that has already started is not refunded. The one exception is our 90-day money-back guarantee: if you are still within 90 days of your first payment, write to us and we refund the full amount. Canceling stops the subscription at the end of the current period. Downgrading stops future charges the same way, and your current plan keeps running until the end of the period you have already paid for. This article covers subscription and add-on payments to Resos, not payments your guests make through Stripe.

The 90-day money-back guarantee

Every paid plan comes with a 90-day money-back guarantee. If you are still within 90 days of your first payment to Resos, we refund the full amount you have paid, including a period you are part-way through.

To claim it, email us at hi@resos.com from the email address registered on the restaurant account, within 90 days of that first payment. Tell us the name of the restaurant and that you are claiming the money-back guarantee. The money goes back to the card or bank account the payment came from.

What is not refunded

Once the 90-day money-back guarantee has passed, these are not refunded:

• Unused months on an annual plan. If you cancel part-way through an annual billing period, the remaining months are not refunded pro rata.
• Time left on an add-on you switch off. Removing a paid add-on stops the next charge immediately, but there is no pro-rata credit for the part of the period you have already paid for. This is the same whether the add-on is billed monthly or yearly. An add-on follows the billing interval of your plan, so on a yearly plan it is billed up front for the rest of your plan year and then once a year with your plan, and switching it off part-way through that year stops the feature straight away without releasing the months already paid for. On Annual All-Access the add-ons are part of the bundle, so switching one off does not change what you pay. See how add-on billing and free trials work.
• Usage that has already been sent. SMS notifications are charged on usage. Even when we correct a subscription amount, the SMS usage on the invoice stays as a separate cost.
• A charge you have disputed with your bank. Once you raise a dispute through your bank or card issuer, that charge is settled between you and them, and we do not refund it a second time.

Tip: If you want the freedom to cancel at any time, ask us to move your subscription from yearly to monthly billing. From the next period on you can then cancel without being charged for the following month.

When we can correct a charge

We look at billing problems case by case. Exceptions exist, but they are not something we can promise in advance. Write to us if any of these apply:

• You paid twice, or paid on the wrong profile. Check your invoice history first, since a renewal one month after the previous invoice is a normal charge and not a double payment. If you really do have two profiles for the same restaurant, tell us which one to keep. We cancel and close the other one and look at refunding it. Export anything you need from the duplicate first: closing it takes its booking page down.
• You were charged after canceling. An invoice often covers a period that began before you canceled. If it does not, tell us, quoting the invoice number, and we will look at it.
• An add-on was activated by mistake. You can switch it off yourself under Menu → Settings & add-ons, and every paid add-on has a 30-day free trial the first time you activate it, so turning it off inside that window means it is never invoiced. If it has already been billed, tell us and we can credit the invoice.
• An agreed discount was not applied. If a discount or a special agreement was missing from your invoice, tell us, quoting the invoice number, and we will look at it.

Where we do refund, the money goes back to the card or bank account the payment came from.

How to request a refund

1. Open Menu → Settings & add-ons → Account → Billing and download the invoice in question from the Invoices section.
2. Email us at hi@resos.com from the email address registered on the restaurant account. It is how we confirm that a billing request really comes from the account.
3. Include the invoice number, the date and amount, and what you believe should have been charged instead.
4. If the payment card itself is the problem, you can update it yourself under Menu → Settings & add-ons → Account → Billing → Manage payment methods.

Before you cancel

Canceling is self-service under Menu → Settings & add-ons → Account → Billing, and only the account owner can do it. Since a started period is not refunded once the 90-day money-back guarantee has passed, it is worth checking your renewal date first. Export the data and download the invoices you need before you cancel. If you can no longer get into the account afterwards, write to us from the account email and we will help. See how to upgrade, downgrade or cancel your plan.

If you are unsure why an amount was charged in the first place, start with why was I charged more than expected. For refunds of payments your guests made, such as prepayments, deposits and no-show fees, see the transaction fees FAQ.