Return & refund policy

Overview

This Return & Refund Policy ("Policy") describes how Concya Labs Inc. ("Concya," "we," "us," or "our") handles refunds and billing adjustments for paid software, voice, and platform services we offer directly (for example, Reserve, Cater, Concya Go, Atlas, and related subscription or usage-based plans).

This Policy works together with our Terms of Service. If anything here conflicts with the Terms, the Terms control.

Subscriptions

Subscription fees are generally billed in advance for each billing period (monthly or annual, as shown at checkout). When you cancel, you keep access through the end of the period you have already paid for; we do not prorate partial months or years unless required by law or explicitly stated at purchase.

If you believe you were charged in error (duplicate charge, wrong plan, or a technical billing bug on our side), contact us promptly with your account email and invoice details so we can review and correct it.

Trials and promotions

When a free trial or promotional period applies, you will not be charged until the trial ends unless the offer states otherwise. You may cancel before the trial converts to a paid subscription to avoid charges, using the billing controls in your dashboard or by emailing us.

Promotional credits or discounted periods are not cash-equivalent and are not redeemable for refunds unless we say so in writing for that specific promotion.

Restaurant and guest transactions

Reservations, deposits, prepaid experiences, or in-venue purchases may be subject to the restaurant's or partner's own cancellation and refund rules. Where a payment is processed by a third party (for example, a restaurant or payment processor acting for them), refunds are handled according to that party's policies and agreements.

If you are unsure who processed a charge, check your receipt or card statement descriptor, or reach out to us with the date and amount and we will help point you in the right direction.

Eligibility for refunds

We may issue a refund or account credit when:

• We confirm a duplicate or erroneous charge attributable to Concya
• Required by applicable consumer protection law in your jurisdiction
• We offer a money-back or satisfaction guarantee as part of a specific written offer

We generally do not refund fees for periods in which you had active access to the Services, except as above or where we choose to do so as a courtesy.

How to request a refund

Email legal@concya.com with the subject line "Refund request," your account email, approximate charge date, amount, and a short description of the issue. We aim to respond within five business days.

Approved refunds are returned to the original payment method when possible; timing after that depends on your bank or card issuer.

Chargebacks

If you file a chargeback, we may suspend or close accounts associated with disputed access until the matter is resolved. We encourage you to contact us first so we can resolve billing issues without payment network disputes where possible.

Changes to this policy

We may update this Policy from time to time. Material changes will be reflected by updating the "Last updated" date at the top of this page. Continued use of the Services after changes constitutes acceptance of the updated Policy, except where a stricter legal requirement applies.