This policy explains how refunds work on Fee Free Ordering Systems. There are three kinds of refunds — customer food orders, restaurant add-on subscriptions, and marketplace per-order fees. Each works differently. Find the one that applies to you below.
1. Customer food orders
Short version: contact the restaurant. They issue the refund directly.
When you place an order through Fee Free, you contract directly with the restaurant — Fee Free is the technology in between, not the seller of the food (see Terms §9). That means:
- The restaurant decides whether to refund you, fully or partly.
- The refund — when issued — comes from the restaurant’s Stripe account using the same payment method you used. We facilitate the technical refund; the restaurant authorizes it.
- Typical timeline once the restaurant approves: 5–10 business days for the money to land back on your card.
How to request a refund
- Open your order confirmation email and use the restaurant’s contact info to reach out directly. Phone is usually fastest for an urgent issue (cold food, wrong items, missed delivery).
- If you can’t reach the restaurant within a reasonable time, email support@feefreeordering.com with your order number and we’ll relay the request.
- If the restaurant declines and you believe the decline is unreasonable, you may dispute the charge with your card issuer (chargeback). Please try the restaurant and us first — chargebacks are a heavy tool and harm the restaurant even when they end up in your favor.
Common reasons restaurants refund
- Order placed but the restaurant was closed / couldn’t accept
- Order rejected by kitchen (out of an item, too busy, technical issue)
- Delivery failed (driver couldn’t locate, lost order, food spilled)
- Food quality issue (cold, wrong item, missing item)
Auto-refunds on rejected orders
If a restaurant rejects an order or fails to accept it within their configured timeout, our platform automatically issues a refund of the captured amount through Stripe. You don’t need to ask — the money will return to your card within 5–10 business days.
2. Restaurant add-on subscriptions
If you’re a Restaurant Owner who subscribed to a paid add-on (Online Payments, Hosted Website, Multi-Location, Custom Domain, etc.) and want a refund:
First 14 days
Full refund, no questions asked. Cancel from /admin/billing/add-ons or email support@feefreeordering.com within 14 days of your first charge on a given add-on.
After 14 days
Add-on subscriptions are billed monthly in advance. You can cancel any active add-on at any time. The add-on stays active until the end of the current billing period; we don’t pro-rate refunds on already-billed months by default. If you have an exceptional situation, email support@feefreeordering.com — we’ll work with you.
Down-grades
If you downgrade or remove an add-on, the change takes effect at the end of the current billing period. No partial-month refund is automatic, but again — email us if there’s a fairness issue.
3. Marketplace per-order fees
Restaurants on the marketplace pay up to $3 per marketplace order (or a $199.99/month unlimited plan, whichever they chose).
- If the order is cancelled or refunded (by the restaurant, automatically by the platform, or via chargeback), the platform automatically reverses the marketplace per-order fee. The restaurant is not charged for orders that didn’t complete.
- The reversal appears as a credit on the restaurant’s next monthly marketplace invoice (or as a direct Stripe credit, depending on when the cancellation happens).
- Monthly cap ($249.99) is enforced after refunds — if your billed-and-not-refunded marketplace orders for the month sum below the cap, you pay that lower amount. If they sum above, you pay $249.99 max.
4. What we cannot refund
- Stripe processing fees on completed orders — those go to Stripe and aren’t refundable on a successful charge that you later reverse. Stripe’s fee policy controls this; we don’t set it.
- Third-party services the restaurant subscribed to outside Fee Free (e.g. their own PrintNode subscription, their own custom domain registrar, their own ShipDay account).
- Time-of-the-essence claims for events that happened more than 60 days ago — we may still help but our practical ability to reverse charges is limited.
5. Chargebacks
A chargeback (filed with your bank or card issuer) is your right under consumer protection law, and we don’t prevent you from exercising it. But please try resolving with the restaurant and with us first — chargebacks impose a $15 fee on the restaurant by Stripe even when the chargeback ultimately favors you, and that fee can’t be reversed.
6. Disputes
If you and the restaurant can’t reach an outcome, email support@feefreeordering.com. Include your order number, what happened, what you’ve already tried, and the resolution you’re looking for. We’ll mediate between you and the restaurant.
7. Contact
Refund questions: support@feefreeordering.com
Billing questions (subscriptions, marketplace fees): billing@feefreeordering.com