1. What this policy covers
1.1 This policy applies to the paid MezaTap plans (Tap Plus, Tap Pro, and Tap Elite, billed monthly or yearly) that a business buys for its shop. MezaTap is a sole proprietorship (eenmanszaak) registered with the Netherlands Chamber of Commerce (KVK) under number 42086035 ("MezaTap", "we").
1.2 Our order process is conducted by our online reseller Paddle.com. When your receipt comes from Paddle, Paddle.com is the Merchant of Record for that order: Paddle takes the payment, issues the invoice, and processes the refund. Payments made through another provider are refunded by us through that provider.
1.3 This policy is part of our Terms of Service. If the Terms and this policy differ on refunds, this policy applies.
2. Free trial
2.1 Every new shop starts with 14 days of Tap Pro without a payment card. Nothing is charged during the trial, so there is nothing to refund.
2.2 After the trial we never charge automatically. The shop moves to the free Tap Start plan unless you choose a paid plan yourself.
3. 14-day money-back guarantee on your first payment
3.1 If you are not happy with your first paid plan, you can ask for a refund within 14 days of the date of the first payment. You get the full amount back, including any tax charged on it. You don't have to give a reason.
3.2 The guarantee also covers an upgrade or a switch between monthly and yearly that you make within those 14 days.
3.3 The guarantee applies once per business. It does not apply again to a later subscription of the same business, the same shop, or the same owner after an earlier payment was refunded under this article.
4. Cancelling
4.1 You can cancel a paid plan at any time on the Billing page of the dashboard. After cancelling, you are not charged again.
4.2 Your paid features stay on until the end of the period you already paid for. After that, your shop moves to Tap Start. Until then you can undo the cancellation in the dashboard.
5. Renewals
5.1 Monthly renewals. A monthly renewal that has been charged is not refunded. Cancel before the renewal date to avoid the next charge.
5.2 Yearly renewals. If you forgot to cancel a yearly plan, ask within 14 days of the renewal charge and we refund that renewal in full. Your paid plan then ends straight away.
5.3 We do not refund unused time, part of a period, or the difference when you move to a cheaper plan. A move to a cheaper plan takes effect at the next renewal, so you keep what you paid for until then.
6. When we always put it right
6.1 You get the wrong amount back in full if you tell us within 90 days of the charge and:
- you were charged twice for the same period;
- you were charged after you had cancelled in the dashboard in time;
- you were charged a wrong amount because of an error on our side.
6.2 If the paid features of the Service are unavailable for more than 72 hours in a row because of a fault on our side, tell us. We will offer you a fair credit or refund for that period. Disruptions caused by Apple, Google, or other third parties are covered by article 7 of the Terms of Service.
7. When a refund does not apply
7.1 Apart from articles 3, 5.2, and 6, payments are not refunded, unless mandatory law requires otherwise.
7.2 A refund under articles 3 and 5.2 does not apply if we suspended or ended the account because of fraud, spam, or another serious breach of the Terms of Service (articles 10 and 16), or if the guarantee is misused, for example by repeatedly subscribing and asking for the money back.
7.3 Physical items, such as counter stands, and on-site setup help are agreed separately and are not covered by this policy.
8. How to ask for a refund
8.1 If your receipt comes from Paddle, go to paddle.net, look up your order with the email address you paid with, and request the refund there. You can also email us at info@mezatap.com.
8.2 Please include the shop name, the email address of the account, and the order number from your receipt. That helps us find the payment quickly.
8.3 We reply within two working days. An approved refund goes back to the payment method you used, in the currency you paid in. How fast it reaches your account depends on your bank or card provider, usually within 10 working days.
8.4 We refund the amount we received in your currency. Differences caused by exchange rates or by charges of your own bank are not covered.
9. What happens after a refund
9.1 When a payment is refunded, the paid plan it was for ends straight away and your shop moves to Tap Start.
9.2 We do not delete anything. Your loyalty cards keep working for your guests, and your customers and data stay in the dashboard, within the limits of Tap Start. You can choose a paid plan again at any time.
9.3 If the refunded plan had the founding price, we may end that price. Whether it is offered again is up to us.
10. Chargebacks
10.1 Please contact us before you open a chargeback with your bank or card provider. Most questions are solved faster that way, and a refund under this policy reaches you without dispute fees.
10.2 While a chargeback is open, we may pause the paid features of the account. If the chargeback is decided in your favour, the plan ends as described in article 9.
11. Your legal rights
11.1 MezaTap is sold to businesses only. The statutory 14-day right of withdrawal for consumers therefore does not apply. The money-back guarantee in article 3 gives you a comparable period anyway.
11.2 Nothing in this policy limits rights that you have under mandatory law.
12. Changes to this policy
12.1 We may change this policy. A change applies only to payments made after it takes effect, and we announce changes in the way described in article 17 of the Terms of Service.
12.2 This policy is available in Dutch, English, and Arabic. If the versions differ, the Dutch version prevails.
13. Contact
Questions about a payment or a refund? Email info@mezatap.com. We usually reply within one working day.