Refund & Cancellation Policy

Last updated: April 2026

1. Overview

Hidden Flavour Private Limited offers subscription-based access to its AI kitchen intelligence platform. This Refund & Cancellation Policy describes the conditions under which refunds may be issued and how you can cancel your subscription. We aim to be fair and transparent in all billing matters.

2. Free Trial

We offer a complimentary setup and free trial period for your first kitchen, as communicated during your demo. No payment is required during the trial period. At the end of the trial, you will be asked to subscribe to continue using the Service. You are not obligated to continue, and no charges are applied if you choose not to subscribe.

3. Subscription Cancellation

You may cancel your subscription at any time by:

  • Emailing billing@re-plate.in with your account details and a cancellation request.
  • Contacting your re-plate account manager directly.

Cancellations take effect at the end of your current billing cycle. You will continue to have access to the Service until the cycle ends. We do not charge cancellation fees.

4. Refund Eligibility

Eligible for Refund

  • Duplicate payments or billing errors caused by re-plate.
  • Charges made after a confirmed cancellation request.
  • Service was completely unavailable for more than 72 continuous hours in a billing month due to issues on re-plate's side (pro-rated credit or refund).
  • Cancellation within 7 days of the start of your first paid subscription period, if the Service has not been substantially used.

Not Eligible for Refund

  • Cancellations made after 7 days of a paid subscription period.
  • Partial months — subscriptions are billed in full monthly cycles.
  • Dissatisfaction with AI detection accuracy (we encourage you to raise concerns before cancelling; our team will work to improve accuracy for your specific kitchen setup).
  • Hardware installation costs (edge device setup fees, if applicable, are non-refundable once installation is completed).
  • Accounts suspended or terminated due to violations of our Terms & Conditions.

5. How to Request a Refund

To request a refund, email billing@re-plate.in with:

  • Your registered email address and restaurant name.
  • The invoice number or payment reference (from your Razorpay receipt).
  • Reason for the refund request.

We will review and respond within 5 business days. Approved refunds are processed within 7–10 business days to your original payment method.

6. Payment Disputes

If you believe a charge is incorrect, please contact us at billing@re-plate.in before initiating a chargeback with your bank. We will make every effort to resolve billing disputes promptly. Initiating a chargeback without first contacting us may result in account suspension.

7. Annual Subscriptions

If you have purchased an annual subscription and wish to cancel:

  • Within 14 days of purchase: Full refund minus any hardware costs already incurred.
  • After 14 days: Pro-rated refund for unused full months remaining, minus any hardware or installation costs.

8. Changes to This Policy

We reserve the right to modify this policy. Any changes will be communicated via email and posted on this page. Continued use of the Service after changes constitutes acceptance of the updated policy.

9. Contact

For billing queries, refund requests, or cancellations:

📧 billing@re-plate.in

📞 Available Mon–Sat, 9am–6pm IST

📍 Hidden Flavour Private Limited, Ahmedabad, Gujarat, India