Refund Policy

Your guests’ payments are processed via the secure Tap gateway, and restaurant proceeds are transferred after the platform commission and processing fees are deducted.

An order can be cancelled until it enters preparation. Once preparation has begun the platform will not cancel it, and the decision rests with the restaurant.

A restaurant can issue a full or partial refund for any order from the dashboard, including after completion.

Refunds always return to the original payment method only. We do not refund to a different card or account.

Cancelled three hours or more before the reservation time: the deposit is refunded in full. This is a platform-wide rule and a restaurant cannot change it.

Attended: the deposit is applied to your bill at the restaurant.

No-show, or a late cancellation less than three hours before the reservation: the restaurant’s published policy applies, which may forfeit the deposit in full. That policy includes a grace period for late arrival, set by the restaurant and 15 minutes by default, before a booking is treated as a no-show.

If a reservation is cancelled after you were seated, nothing is decided automatically in either direction; it goes to operational review, and where no actual order resulted the default is to return the deposit to the guest.

A free trial is available on selected plans, and you can upgrade or cancel anytime.

30-day money-back guarantee: the first payment of a new paid subscription is fully refundable if you cancel within 30 days of payment — service ends immediately upon refund.

After the 30 days, and for renewals, payments are non-refundable — your service continues until the end of the current paid period without renewal.

The no-refund rule applies to owner-level (Pro and Enterprise) subscriptions, with service continuing for all your restaurants until the end of the paid period.

We submit the refund to Tap as soon as it is approved. When it appears in your account depends on your card issuer and network, and typically takes 5–14 business days.

That timing is outside our control. What we guarantee is that the refund is issued to the original payment method, and that we will give you the transaction reference on request.

For any order, reservation deposit or subscription invoice, contact us via the “Contact us” page or at hello@sufr.ai, quoting the order or reservation number.

For in-restaurant orders, contact the restaurant first — it is the seller — and we will step in where needed.