Last updated: [16/03/2026]  ·  Effective: [04/05/2026]

This Refund Policy forms part of DineIQ’s Terms of Service. It applies to subscription fees paid to DineIQ Inc. and does not apply to transactions processed through DineIQ between you and your customers. Those transactions are governed by your own refund policies as the business operator.

Important: DineIQ subscription payments are currently processed by Paddle.com Markets Limited (“Paddle”) as Merchant of Record, administered through TwelveX Creative Agency on DineIQ’s behalf during the Pre-Direct Billing Period. Paddle’s refund processing procedures apply alongside this policy. Where there is any inconsistency between this policy and Paddle’s policies for a specific transaction, Paddle’s policies govern the mechanics of processing the refund, while DineIQ’s policy governs your entitlement to a refund.

1. Our General Approach

DineIQ is subscription-based software. We invest significantly in maintaining and improving the platform, and we provide a 14-day free trial of the Kitchen plan so you can fully evaluate the product before committing to a paid subscription. Given the nature of software-as-a-service, we generally do not issue refunds for subscription fees once a billing period has begun.

However, we are committed to being fair. If something has gone wrong on our end, we will make it right. This policy explains exactly when refunds apply and how to request them.

During the Pre-Direct Billing Period, all subscription charges will appear on your bank or card statement as Paddle or a Paddle-related descriptor, and may reference TwelveX Creative Agency. This is expected and does not indicate an error. If you have questions about a charge, contact billing@usedineiq.com before disputing with your bank.

2. Free Trial

Every new DineIQ account receives a 14-day free trial of the Kitchen plan ($49/mo value). During the trial:

• No credit card is required to start the trial
• You have full access to all Kitchen plan features
• You can cancel before the trial ends with no charge
• If you add a payment method and do not cancel before the trial ends, you will be charged for your first month at the start of the next billing period

We recommend using the full 14 days to evaluate whether DineIQ meets your needs before starting a paid plan.

3. When Refunds Apply

3.1 New Subscriptions — 14-Day Satisfaction Guarantee

If you subscribe to a paid DineIQ plan for the first time and are not satisfied, you may request a full refund within 14 days of your first charge. This applies once per account per plan tier. To request a refund under this guarantee, contact billing@usedineiq.com within 14 days of the charge with your account email and reason for the refund request.

3.2 Billing Errors

If you were charged an incorrect amount, charged after cancellation, charged for a plan you did not select, or charged twice for the same period, you are entitled to a full refund of the erroneous charge. Contact us within 60 days of the charge at billing@usedineiq.com with your account email and a description of the error. We will investigate and process any verified refund within 5–7 business days.

3.3 Significant Service Outages

If the Service experiences a verified outage lasting more than 24 consecutive hours due to circumstances within DineIQ’s control, affected customers on paid plans are entitled to a prorated service credit for the affected period. Credits are applied to the next billing cycle. Outages caused by third-party service failures (Stripe, Paystack, Google, Supabase), force majeure events, or scheduled maintenance do not qualify for credits. To claim a service credit, contact connect@dineiq.com within 30 days of the outage.

3.4 Annual Subscriptions — Cancellation Within 30 Days

If you purchase an annual subscription and cancel within 30 days of payment, we will refund the unused portion of your annual subscription (prorated by month) minus the monthly rate for any months already used. After 30 days, annual subscriptions are non-refundable but the Service remains accessible until the end of the paid annual period.

3.5 Accidental Charges

If you can demonstrate that a charge was unintentional (for example, a staff member upgraded a plan without authorisation), contact us within 14 days and we will review the request. Refunds are not guaranteed in these circumstances but will be considered on a case-by-case basis.

4. When Refunds Do Not Apply

The following circumstances are not eligible for refunds:

• Monthly subscription fees that have already been billed and the service has been provided for that period
• Subscription fees after 14 days from the initial charge (except for billing errors or significant outages as described above)
• Annual subscriptions cancelled after 30 days of the annual payment
• Cancellations made due to unused features — all features are accessible during your subscription regardless of usage
• Dissatisfaction with a feature that was not present at the time of subscription (i.e., a feature you hoped would be added)
• Charges that occurred because you failed to cancel before an auto-renewal
• Downgrade-related differences (if you upgrade then downgrade, no refund is issued for the upgrade period already used)
• Fees charged by third-party payment processors (Stripe, Paystack, Flutterwave) — these are not charged by DineIQ and are governed by the respective processor’s policies
• Accounts suspended or terminated for violations of the Terms of Service

5. Cancellation

You may cancel your subscription at any time. Cancellation is as simple as signing up:

• Log in to your DineIQ dashboard
• Go to Settings → Billing
• Select “Cancel Subscription” and confirm
• Alternatively, email billing@usedineiq.com and we will process the cancellation within one business day

After cancellation, your access continues until the end of your current paid billing period. Your data is retained for 30 days post-cancellation and then permanently deleted. You may export your data at any time before deletion.

Cancelling your subscription does not automatically trigger a refund unless you are within a refund window described in Section 3.

6. How Refunds Are Processed

6.1 Refund Route

Refunds on DineIQ subscriptions are processed through Paddle as Merchant of Record. When DineIQ approves your refund request, we instruct Paddle to issue the refund. During the Pre-Direct Billing Period, this instruction is coordinated through TwelveX Creative Agency. In either case, you do not need to contact Paddle directly — contact DineIQ at billing@usedineiq.com and we will manage the process end-to-end.

6.2 Processing Time

Once DineIQ approves your refund request, we instruct Paddle to process the refund within 2 business days. Paddle typically processes refunds within 3–5 business days. The refund will then appear on your original payment method within 5–10 business days depending on your bank or card issuer. Total time from approval to appearing on your statement: typically 5–12 business days.

6.3 Refund Method

Refunds are issued to the original payment method used for the charge, as processed by Paddle. We cannot issue refunds to a different payment method or as cash payments. If the original payment method is no longer available, Paddle may issue an account credit or alternative resolution in accordance with their policies. Contact billing@usedineiq.com if you encounter this situation.

6.4 Partial Refunds

Where a partial refund applies (such as for annual subscription cancellations), we will calculate the refund on a prorated monthly basis and instruct Paddle accordingly.

6.5 Currency

Refunds are issued in the same currency as the original charge (USD for most subscriptions). Currency conversion fees or losses charged by your bank or card issuer are not reimbursed by DineIQ or Paddle.

6.6 Tax Refunds

Where taxes were collected by Paddle on the original transaction, the refund amount will include the proportionate tax amount. Paddle handles tax refund remittance in accordance with applicable law.

7. Chargebacks

We ask that you contact us at billing@usedineiq.com before initiating a chargeback with your bank or payment provider. We are committed to resolving disputes quickly and fairly. Because subscription payments are processed by Paddle as Merchant of Record, chargeback disputes will involve Paddle’s dispute resolution process. Initiating a chargeback without contacting us first may result in account suspension during the investigation period and may complicate resolution. In most cases we can resolve billing issues faster directly than through a chargeback process.

8. Consumer Rights

This Refund Policy does not limit your statutory rights under applicable consumer protection laws. UK customers retain statutory cancellation rights under the Consumer Contracts Regulations 2013 for up to 14 days from the date of subscription, subject to your use of the Service during that period. EU customers retain rights under applicable EU consumer protection directives. Nigerian customers retain rights under the Consumer Protection Council Act.

9. How to Request a Refund

To request a refund, contact us at:

10. Updates to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated by email and through the dashboard at least 14 days before taking effect. Changes do not apply retroactively to charges already processed.