Refund Policy

Last updated: August 13, 2026

This Refund Policy explains how cancellations and refunds are handled on UniOrder ("we", "us", or "our"). Because UniOrder is a platform that connects customers with independent merchants, refund processes involve both UniOrder and the individual merchant.

1. Order Cancellations

1.1 Who Can Cancel

• Merchants can cancel an order at any stage before it is marked as completed.
• Customers should contact the merchant directly to request a cancellation.

1.2 Cancellation Window

Orders progress through the following statuses: New → Confirmed → Preparing → Ready → Completed. Once an order reaches "Completed" status, it cannot be cancelled through the Platform.

Merchants can edit order items while an order is in "New" or "Confirmed" status, before kitchen preparation begins.

2. Refunds for Online Payments (Stripe)

2.1 Automatic Refund on Cancellation

When a merchant cancels an order that was paid online via Stripe, a full refund is automatically initiated through Stripe. The order's payment status is updated to "Refunded".

2.2 Refund Processing Time

Refunds are processed by Stripe and typically appear on your statement within 5–10 business days, depending on your bank or card issuer.

2.3 Partial Refunds

If a merchant modifies an order (e.g. removes items) before preparation, the adjusted total is recalculated server-side. If a partial refund is warranted, the merchant can process this through their dashboard.

3. Cash Payments

For orders paid with cash:

• Refunds are handled directly between the customer and the merchant.
• UniOrder does not process cash refunds.
• The merchant is responsible for resolving cash payment disputes.

4. Delivery Orders

4.1 Delivery Issues

If there is an issue with a delivery order (e.g. missing items, incorrect order, or quality concerns), customers should contact the merchant directly. The merchant's contact details are available on their storefront.

4.2 Delivery Fee Refunds

Delivery fees are set and collected by the merchant. Refund of delivery fees is at the merchant's discretion and is included in any full order refund.

5. Table Bookings

• Table bookings on UniOrder are free of charge — no payment is required at the time of booking.
• Customers may cancel a booking at any time before the scheduled date and time using the cancellation link provided in the booking confirmation.
• No refund is applicable as no payment is collected for bookings.

6. Platform Fee Refunds (Merchants)

6.1 No Subscription

There is no subscription fee to refund. UniOrder charges only on orders paid online through your storefront — orders paid in cash, and orders entered through the in-store POS, incur no charge at all.

Online card orders cost 2.5% + 30c for standard Australian cards. That figure covers both Stripe's payment processing (1.75% + 30c) and our 0.75% platform fee together, so there is no separate processing bill and nothing added on top. American Express and overseas-issued cards are processed at Stripe's own higher rates, so the combined total on those orders is higher — our 0.75% share never changes.

6.2 Refunded Orders

When you refund an order, our 0.75% platform fee on the refunded amount is returned to you automatically:

• A full refund returns the full platform fee charged on that order.
• A partial refund returns a proportional share of the platform fee.

No action is required on your part — the reversal is issued by Stripe as part of the refund.

6.3 Stripe Processing Fees

Stripe's share of the 2.5% + 30c — its card processing fee on the original payment — is not returned when an order is refunded. Online payments are taken as direct charges on your own connected Stripe account, so Stripe bills that fee to you at its actual rate for the card used, and its refund treatment is set by Stripe rather than by us. This is standard practice across payment processors.

In practice, on a refunded order you recover our 0.75% but not Stripe's portion of the combined rate.

7. Dispute Resolution

7.1 Customer Disputes

If you are unable to resolve a refund issue directly with the merchant, you may contact UniOrder for assistance. We will make reasonable efforts to mediate, but the merchant is ultimately responsible for refund decisions on their orders.

7.2 Chargebacks

If a customer initiates a chargeback through their bank or card issuer, the merchant's Stripe Connect account will be debited. Merchants are responsible for responding to chargeback disputes.

8. Platform Responsibility

UniOrder acts as a technology platform facilitating transactions between customers and merchants. We are not the seller of goods and are not directly responsible for:

• The quality, accuracy, or availability of products listed by merchants.
• Order fulfilment, preparation, or delivery.
• Refund decisions made by individual merchants.

We do, however, enforce that our Stripe integration processes refunds correctly when a merchant initiates a cancellation on a Stripe-paid order.

9. Contact Us

If you have questions about this Refund Policy, please contact us at:

Email: support@uniorder.com.au