Refunds and cancellations

Permanent account deletion

Voluntarily deleting a venue permanently ends its Pro access and forfeits remaining included and purchased credits after the explicit deletion acknowledgement. There is no ordinary change-of-mind refund after voluntary deletion; request any unused-credit refund review before deleting. Pro and credits cannot be transferred to another account or venue. This does not limit refunds or remedies required by law. Required invoices, payment/refund/mandate ledgers, consent and deletion evidence, and records needed for disputes remain restricted; provider logs, sent email and backups follow their retention cycles. We do not promise immediate erasure from every provider or backup.

1. Venue food, drink and table orders

The venue shown on your menu supplies and charges for your order. Contact its staff immediately to change or cancel an order, report an incorrect or unsafe item, or request a food refund. Eligibility depends on the issue and fulfilment stage, subject to your legal rights; food already prepared cannot simply be returned like an unopened retail product.

Some1's credit wallet is not a food-payment wallet. A recorded payment or split-bill allocation may need venue confirmation. If a platform fault affected your order, give Some1 the venue name, date and order reference so we can help investigate with the venue. Do not send payment secrets.

2. Pro and unused purchased credits

New signup and Basic carry no setup fee, so there is nothing to refund for free registration. For a paid Pro plan or purchased top-up, contact Some1 support from the venue owner's registered email before spending the balance you want reviewed. Include venue name, payment/invoice ID, date, amount and reason.

You may request a refund of identifiable, unused paid credits, including unused future monthly allowances of an annual purchase. We check the verified amount paid after discounts, credit allocation, previous refunds and whether an active session has reserved the credits. Accepted refunds remove the corresponding credits; a fully refunded plan period loses its Pro entitlement.

The ordinary unused-credit refund is capped proportionately to the amount actually paid, including the corresponding tax: eligible unused paid credits divided by the total credits purchased in that payment, multiplied by that payment's amount. An annual purchase's denominator is all twelve monthly allowances, not a single month. Free grants and discounts have no cash redemption value. Spent credits and expired included allowances are not ordinarily refundable for change of mind. This calculation does not limit a remedy required for an unauthorised charge, deficient service or other legal entitlement.

3. Ending Pro or automatic top-ups

Pro renewals are manual. To stop at the end of your paid period, do not renew. Switching off the host does not automatically end or refund an already purchased period. Purchased top-ups do not expire, but cannot be used while Pro is inactive.

Automatic top-ups are a separate permission. Disable future requests and request mandate cancellation from Automatic top-ups, or use the cancellation option in your UPI app/bank. Cancellation needs provider confirmation. A debit already initiated may settle after you disable new requests; we reconcile it once and can review its unused credits for refund. Cancelling a mandate does not itself refund earlier successful debits.

Interrupted voice calls

Conversation time before a voice interruption remains chargeable. Some1 stops voice and billing when connection loss is detected. If a detection delay caused credits to be charged after an evidenced disconnect point, we automatically return only that excess; an interrupted status alone does not establish an overcharge. Normal guest stops, quiet pauses and configured allowance endings are not failed calls and remain chargeable for time used. Credits return to their original source; if the included allowance has already expired or been cancelled, they are issued as non-expiring support credits usable with active Pro. This is a service credit, not a cash or bank refund. Recorded duration, provider usage and the original charge remain in the audit history; net credit usage reflects the return. Contact support if a technical failure was not detected automatically.

4. Failed, duplicate or disputed payments

A pending screen or closed checkout is not proof of failure. Check payment history before paying again. If your bank was debited without a confirmed plan/top-up, or you see a duplicate/unauthorised charge, contact us promptly with the payment reference. We reconcile with Razorpay and either deliver the purchased service or arrange the appropriate reversal/refund. We do not issue duplicate credits or refunds for repeated notifications of the same transaction.

If you identify a material service defect, explain what happened and when. We investigate usage records and the service supplied, and provide a correction, credit or refund as appropriate under the confirmed purchase and applicable law. Historical setup payments, if any, are handled under their preserved receipt and verification/refund record; the removal of setup fees for new signup does not silently rewrite those transactions.

5. Response, processing and refund method

We acknowledge a refund complaint within 48 hours and aim to resolve it within one month. Once approved and the necessary payment details are verified, we aim to submit the refund to Razorpay within five business days. We tell you if investigation or provider action delays processing; any shorter statutory deadline takes priority.

Refunds go back to the original payment source through the payment provider, not to an unrelated UPI ID or account supplied in a message. After initiation, bank credit commonly takes 5–10 business days, depending on the payment method and bank. Payment history and an available credit note show the platform record; we can provide the provider reference to help trace a delay. Contact us if the stated time passes. We do not charge a separate cancellation penalty under this policy.