Pravila povraćaja

1. Subscription Cancellation

The User may cancel their FoxiFood subscription at any time through the Account settings or by contacting support. Key points:

• Cancellation takes effect at the end of the current Billing Period;
• The Service remains fully accessible until the last day of the paid Billing Period;
• No further charges will be made after the cancellation takes effect;
• The User retains access to data export functions for 30 days after the Account is deactivated.

2. Cooling-off Period

New Users are entitled to a 14-day cooling-off period from the date of their first Subscription payment. This cooling-off period is provided as a voluntary commercial courtesy and does not constitute an obligation under consumer protection law, as the Service is intended exclusively for business users. During this period:

• The User may request a full refund of the first Subscription payment;
• The refund request must be submitted in writing to the Provider's support email;
• Upon refund, the Account and all associated data will be deactivated and scheduled for deletion;
• Transaction fees incurred during the cooling-off period are not eligible for refund (see Section 4).

3. Refund Eligibility

Beyond the cooling-off period, refunds may be granted in the following circumstances:

• Billing errors — duplicate charges, incorrect amounts, or charges after valid cancellation;
• Service outage — if the Service was unavailable for a continuous period exceeding 72 hours during a Billing Period (excluding planned maintenance and Force Majeure events), a pro-rata credit may be issued;
• Material breach by the Provider — if the Provider grossly breaches its fundamental obligations under the Terms of Service, the User may be entitled to a refund for the unused portion of the current Billing Period.

4. Non-refundable Items

The following fees and charges are not eligible for refund under any circumstances:

• Transaction fees (2% + 0.35 EUR per card order) — these fees include payment processing costs and cannot be reversed;
• Subscription fees for completed Billing Periods (months already fully used);
• Subscription fees after the 14-day cooling-off period for the current Billing Period;
• Fees for Accounts terminated due to violations of the Terms of Service or Acceptable Use Policy;
• Fees for Accounts terminated due to non-payment exceeding 60 days.

5. How to Request a Refund

To request a refund, follow these steps:

1. Send an email to support@foxi.food with the subject line 'Refund Request';
2. Include your Account email address and business name;
3. Clearly state the reason for the refund request;
4. Provide any supporting documentation (e.g., screenshots of billing errors, evidence of service outage).

5.1. Processing Timeline

• Acknowledgment of receipt: within 5 business days;
• Decision on eligibility: within 15 business days of receipt;
• Refund processing: within 10 business days after approval;
• Refund method: to the original payment method used for the transaction.

6. Service Credits

In lieu of a monetary refund, the Provider may offer service credits that can be applied to future Billing Periods. Service credits:

• Are non-transferable and cannot be converted to cash;
• Expire 12 months after issuance;
• Are applied automatically to the next Billing Period.

7. End Customer Order Disputes

Important distinction: refunds for individual food orders placed by end customers are the sole responsibility of the restaurant partner (User). The Provider:

• Does not process refunds for individual food orders;
• Does not mediate disputes between restaurants and their customers;
• Does not reverse transaction fees on refunded customer orders.

Restaurant partners must handle customer order refunds and disputes directly with their customers and through the payment processor's dashboard.

8. Price Changes

If the Provider increases Subscription prices (with 30 days' advance notice as per the Terms of Service) and the User chooses not to accept the new pricing:

• The User may cancel the Subscription before the new price takes effect;
• Service continues at the old price until the end of the current Billing Period;
• No refund is provided for the remaining period at the old price.

9. Contact

For refund requests, billing questions, or disputes, contact us at: support@foxi.food

Elite Digital Services, LLC
1111B S Governors Ave #21653
Dover, DE 19904, USA