Refunds and cancellations
Updated
This page explains how guests ask for an order to be cancelled or refunded, and how a restaurant stops its Servana Gold subscription. The text is a draft and awaits review by the owner and legal counsel.
Orders at a restaurant
- The restaurant where you ordered fulfils the order, so the restaurant decides on cancellations and refunds. Contact that restaurant first, for example at the till.
- An order that has not been started can be cancelled through the restaurant. The restaurant assesses an order that has already been made.
- An order paid in cash at the till is refunded by the restaurant the same way.
Online payments
- Online payment (QRIS and other channels) is available to restaurants on the Gold plan. Money approved for refund goes back to the payment channel you used.
- How long it takes to arrive depends on the payment channel and your bank or e-wallet.
- For now, online refunds are handled by the Servana team together with the restaurant and the payment provider, once the restaurant approves them. A refund feature inside Servana is being prepared.
- If you paid twice, or money left your account but no order was recorded, send the proof of payment and the order number through the contact below.
The Servana Gold subscription
- Gold is billed monthly per store, plus a service fee on orders paid online.
- A restaurant can stop at any time by contacting us. The subscription ends at the end of the period already paid.
- The fee for the current period is not refunded, except for a billing mistake on our side. We correct such a mistake on the next invoice or refund it.
How to ask
Give the restaurant name, the order number or time of the order, and the reason. We reply within a few working days.