Refund Policy

Thmenu is free for every restaurant: there is no subscription, paid plan or add-on, so there is no payment for the software to refund.

This policy covers refunds of guest payments collected through Thmenu (orders and reservation deposits) and how the 1% platform fee taken on those payments comes back with the refund.

The restaurant is the seller of the order and the merchant of record for the payment (Terms of Service §8.2(a), §8.3(a)). A guest who wants a refund for an order or a deposit asks the restaurant.

The restaurant issues the refund from its admin panel, on its own payment account, for all or part of the payment. Thmenu does not hold guest payments and cannot refund on the restaurant's behalf; it provides the tools the refund needs.

How long a refund takes to appear depends on the card issuer and the payment provider; for card payments taken through Stripe it is typically 5-10 business days.

When a payment on the Stripe rail (Terms §8.3) is refunded in full, the 1% platform fee taken on it is refunded to the restaurant as well; a partial refund returns a proportionate share of the fee. Stripe's own processing fee is not returned by Stripe and remains the restaurant's cost (Terms §8.3(d)).

Under the restaurant-direct model (Terms §8.2) no Thmenu fee is charged, so there is no fee to return.

A deposit refund follows the cancellation window the restaurant has configured: when the guest cancels, the software tells them whether the cancellation falls inside that window, and the restaurant issues the refund on its own Stripe account. If no window is configured, the guest is told the deposit is refundable (Terms §8.3a).

A card dispute is raised against the payment account of the restaurant, as the merchant of record; the disputed amount and any dispute fees the payment provider charges are settled between the restaurant and its provider. Where the 1% platform fee was taken on a payment that is charged back, that fee is returned to the restaurant (Terms §8.3(e)).

We encourage guests to contact the restaurant before starting a dispute with their bank; most issues are resolved faster that way.

AI features have daily usage limits. When a limit is reached, the AI call temporarily stops responding and becomes available again after a cool-down.

AI usage is never charged, and reaching a limit creates no charge, so there is nothing to refund under this heading.

These rights exist by law and are not granted by us. Nothing in this policy replaces, shortens or limits a right you have by law; where the two differ, whichever is better for you applies.

For restaurant orders, a guest's cancellation, withdrawal and refund rights in Türkiye are set out in the Turkish-language Cayma Hakkı, İptal ve İade page and the Mesafeli Satış Sözleşmesi.

This policy is administered by Synaltix LLC (1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, USA). Thmenu is a trademark of Synaltix LLC.

Consumers resident in Türkiye: mandatory provisions of Law No. 6502 (Articles 1, 3, 6, 11 and 56-65) apply and cannot be limited by the Terms of Service §13 choice of law. Tüketici Hakem Heyeti and consumer court have jurisdiction (TKHK md. 73).

Consumers in the EU/EEA/UK: mandatory consumer protections of the country of habitual residence apply (Rome I Reg. 593/2008 Art. 6 + Brussels Ia Reg. 1215/2012 Art. 17-19). The EU Online Dispute Resolution platform ceased operation on 20 July 2025 (Regulation (EU) No 524/2013 was repealed by Regulation (EU) 2024/3228), so it is no longer a route to us or anyone else. EU/EEA consumers can find a competent alternative dispute resolution body through their national consumer authority or the European Consumer Centres Network (eccnet.eu). Consumers in Türkiye may apply to the Tüketici Hakem Heyeti or a consumer court.

B2B customers: New Mexico (USA) law and state/federal courts in Bernalillo County, NM; AAA Commercial Arbitration available. Consumer status determined under TKHK md. 3(1)(k).

Questions about this policy or the platform fee: contact@synaltix.io
A refund of an order or a deposit is requested from the restaurant.
Formal complaints and legal correspondence: contact@synaltix.io

Postal address: Synaltix LLC, 1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, USA
All emails answered within 2 business days.