1. Introduction
This Refunds & Cancellation Policy (“Policy”) outlines the operational framework governing cancellations, refunds, subscription terminations, and dispute-related refund handling within the KeynoBite platform ecosystem.
KeynoBite is a restaurant commerce and operational technology platform operated by Keynoverse FZC.
This Policy applies to:
- customers,
- restaurant partners,
- merchants/vendors,
- SaaS subscribers,
- and users interacting with the KeynoBite ecosystem.
By using the platform, users acknowledge and agree to the terms described in this Policy.
2. Nature of the Platform
KeynoBite operates solely as:
- a SaaS platform provider,
- restaurant commerce infrastructure provider,
- operational workflow system,
- and technology integration layer.
Restaurants/vendors using KeynoBite operate as independent business entities and remain directly responsible for:
- their products,
- pricing,
- operational fulfillment,
- customer interactions,
- and refund decisions relating to restaurant orders.
KeynoBite itself does not act as:
- merchant-of-record for restaurant/vendor customer transactions,
- settlement intermediary,
- wallet operator,
- or payment custodian.
3. Restaurant/Vendor Orders
All food, beverage, grocery, or merchant-related orders placed through the platform remain transactions directly between:
- the customer,
- and
- the respective restaurant/vendor.
The respective restaurant/vendor remains solely responsible for:
- order preparation,
- fulfillment,
- cancellations,
- operational disputes,
- product quality,
- and customer refund decisions relating to merchant transactions.
4. Customer Order Cancellations
Customers may request cancellation of an order subject to:
- merchant operational status,
- preparation stage,
- fulfillment progress,
- and applicable operational circumstances.
Orders may generally be cancellable before:
- merchant acceptance,
- preparation commencement,
- or fulfillment initiation.
Once preparation or fulfillment has commenced, cancellation requests may not be possible.
Final cancellation approval may remain subject to the respective restaurant/vendor.
5. Refund Eligibility for Restaurant Orders
Refund requests relating to restaurant/vendor transactions may be considered in circumstances including:
- incorrect items,
- failed delivery,
- duplicate charges,
- damaged products,
- incomplete orders,
- operational non-fulfillment,
- or other verified service issues.
Refund outcomes may depend on:
- merchant review,
- available operational records,
- PSP/payment provider processes,
- and applicable platform procedures.
KeynoBite may assist operationally in coordinating communication but does not independently guarantee refund approval.
6. Delivery-Related Refunds
Where delivery functionality is involved, refund eligibility may vary depending on:
- merchant operational responsibility,
- third-party logistics factors,
- customer availability,
- delivery completion status,
- or operational disruptions.
KeynoBite itself does not operate a delivery fleet and is not directly responsible for merchant/vendor fulfillment activities.
7. Payment Processing & Refund Timing
Where payment functionality is enabled:
- payment processing is handled through licensed third-party PSP providers,
- and refunds may remain subject to PSP, banking, and card network processing timelines.
Refund processing times may vary depending on:
- payment provider procedures,
- banking systems,
- card issuers,
- and operational verification requirements.
KeynoBite does not control banking or PSP settlement timelines.
8. SaaS Subscription Fees & Platform Services
Separately from restaurant/vendor transactions, KeynoBite may independently charge:
- SaaS subscription fees,
- onboarding fees,
- enterprise software fees,
- operational module fees,
- or related platform service charges
for access to KeynoBite’s own software infrastructure and services.
For such services:
- pricing is disclosed prior to activation,
- subscriptions are customer-initiated,
- and platform access terms are communicated during onboarding or purchase.
9. Trial Periods
Where free trial periods are offered:
- trial access expires automatically at the end of the trial period unless the user manually activates a paid subscription,
- and no automatic charging occurs solely due to trial expiry.
KeynoBite does not currently operate hidden, unauthorized, or negative-billing subscription models.
10. Subscription Renewals & Cancellation
At present:
- subscription renewals are manually initiated by the customer or merchant,
- automatic recurring charging is not currently implemented,
- and users retain control over subscription activation decisions.
Users may discontinue use of the platform subject to applicable contractual obligations or enterprise agreements.
Cancellation of platform access may result in:
- suspension of operational features,
- restricted system access,
- or loss of certain functionality.
11. Non-Refundable Situations
Refunds may not be granted in situations including:
- completed and fulfilled orders,
- customer error,
- dissatisfaction unrelated to verified operational failure,
- misuse of the platform,
- fraudulent refund requests,
- abuse of promotional offers,
- or violations of platform policies.
Enterprise onboarding fees, implementation services, customization work, or operational setup services may be subject to separate contractual terms.
12. Fraud Prevention & Abuse
KeynoBite reserves the right to review refund requests and investigate:
- suspicious refund activity,
- abusive cancellation behavior,
- fraudulent claims,
- operational manipulation,
- or misuse of dispute processes.
Where fraudulent activity is suspected, KeynoBite may:
- restrict platform access,
- suspend accounts,
- deny refund requests,
- or take protective operational measures.
13. Limitation of Liability
To the maximum extent permitted by applicable law, KeynoBite shall not be liable for:
- merchant operational failures,
- restaurant refund decisions,
- PSP processing delays,
- delivery disputes,
- indirect losses,
- or third-party operational conduct.
Restaurants/vendors remain responsible for their own operational activities and customer obligations.
14. Changes to This Policy
KeynoBite may update this Policy periodically to reflect:
- operational improvements,
- compliance requirements,
- platform updates,
- or legal developments.
Continued use of the platform constitutes acceptance of the revised Policy.
15. Contact
For refunds, cancellations, or operational inquiries:
Email: info@keynobite.com
Website: KeynoBite
Operated by: Keynoverse FZC