Cancellation & Refund Policy

Last Updated: January 7, 2026

This Cancellation & Refund Policy outlines the terms and conditions regarding the cancellation of subscriptions by Merchants and the refund of payments made by Customers via the OnePe platform (https://onepe.in).

1. Merchant Subscriptions (B2B)
OnePe provides SaaS (Software as a Service) to restaurants on a subscription basis.

A. Subscription Cancellation
  • Freedom to Cancel: Merchants can cancel their OnePe subscription at any time through the "Billing" section of their dashboard or by emailing mail@onepe.in.
  • Access After Cancellation: Upon cancellation, your access to the POS and QR ordering system will remain active until the end of your current paid billing cycle (monthly or annual). No further charges will be applied after the current cycle ends.

B. Refund Policy for Subscriptions
  • Monthly Plans: Fees paid for monthly subscriptions are non-refundable. We do not provide prorated refunds for partial months of usage.
  • Annual Plans: Annual plans are offered at a significant discount compared to monthly billing. Because of this benefit, Annual Subscriptions are non-refundable. If you choose to stop using the service six months into an annual plan, you will not receive a refund for the remaining six months.
  • Trial Period: If OnePe offered a free trial period, no charges are made during the trial. Once the trial ends and the first payment is processed, that payment is non-refundable.

2. Customer Food Orders (B2C)
OnePe facilitates transactions between the Customer (Diner) and the Merchant (Restaurant).

A. Order Cancellations
  • Immediate Processing: Due to the nature of the food and beverage industry, orders placed via the OnePe QR system are sent to the restaurant kitchen immediately.
  • Merchant Discretion: Once an order is "Confirmed" or "In Progress," it cannot be cancelled by the customer through the platform. Any cancellation request must be made verbally to the restaurant staff and is subject to the restaurant’s own internal policy.

B. Refunds for Food/Service Issues
  • Merchant Responsibility: OnePe is a technology provider and does not prepare or serve food. Any refunds related to food quality, wrong items, cold food, or delayed service must be settled directly with the restaurant Merchant.
  • Method of Refund: If a Merchant agrees to a refund, they may process it via their OnePe dashboard (which will return the funds to the customer’s original payment source) or via cash/alternative methods at the venue.

3. Technical & Payment Failures

A. Failed Transactions
In instances where a Customer’s account is debited but the order is not confirmed on the OnePe system due to a technical glitch or network failure:
  • Automatic Reversal: The payment gateway will typically identify the failed transaction and initiate an automatic refund.
  • Timeline: The amount will be credited back to the original payment source (UPI, Debit/Credit Card, or Wallet) within 5 to 7 business days, depending on the bank's processing time.

B. Duplicate Payments
If a customer accidentally pays twice for the same order, they must notify the Merchant immediately. Verified duplicate payments will be refunded through the payment gateway within the standard 5-7 business day window.

4. Policy for Account Termination
OnePe reserves the right to suspend or terminate a Merchant’s account for violations of our Terms and Conditions. In cases of termination due to fraudulent activity or breach of contract, no refunds for remaining subscription balances will be provided.

5. Contact Us
For any questions regarding cancellations or to report a technical refund issue, please contact our support team:
  • Email: mail@onepe.in
  • Address: Jaipur, Rajasthan, India
  • Support Hours: 10:00 AM – 7:00 PM (Monday to Saturday)