Refunds

Refunds on AUANI work differently depending on what you're asking about: a food order you placed as a Diner, or a plan subscription you're paying as a Vendor. This page covers both, separately.

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Part 1 - Food Order Refunds (Diners)

Who handles refunds for a wrong or bad order?

The Vendor you ordered from. AUANI processes the payment, but the Vendor prepared the food, so they're the ones who can fix it fastest - a remake, a partial or full refund, or credit toward a future order, at their discretion.

What's AUANI's default refund policy that Vendors follow?

Every Vendor on AUANI operates under this platform-wide baseline (a Vendor may add their own additional notes - on prep time, allergy handling, and so on - but may not weaken, override, or contradict it):

Vendors present food the way they present their own cooking. An ingredient may be left out of a dish if a guest asks and the recipe allows it - including for allergies - but ingredients aren't substituted for something else. If a dish can't reasonably be made to order as requested, the guest should order it as listed, choose a different item, or use a service built for fully custom orders instead. If an order arrives wrong, with missing items, or not as described, the guest should contact the Vendor directly through AUANI first. Vendors are expected to make it right: a remake, a partial or full refund, or credit toward a future order, at their discretion.

What if a Vendor's own policy conflicts with AUANI's?

AUANI's platform-wide policy governs. A Vendor's own posted policy can add detail on top of it, but can never contradict or weaken it. If a Vendor's policy and AUANI's conflict, or a situation isn't clearly covered by either, AUANI's policy applies and AUANI's decision is final.

How do I actually request a refund?

Open your order in your AUANI account (or use the link from your confirmation email if you checked out as a guest) and message the Vendor directly, or use the "Report an issue" option on the order if available. Include what went wrong - missing items, wrong items, quality issue - so the Vendor can resolve it quickly.

What if the Vendor doesn't respond?

If a Vendor hasn't acted on an accepted order within 10 minutes, AUANI's system automatically escalates it - the Vendor and AUANI's admin team are both notified. If you've contacted a Vendor about a completed order and haven't heard back within a reasonable time, email billing@auani.com with your order number and we'll step in.

How long does a refund take to show up?

Once a Vendor approves a refund, it's issued back through Stripe to your original payment method - typically 5–10 business days, depending on your bank or card issuer. AUANI doesn't hold refund funds; they route back the same way the original payment was processed.

Can I get a refund just because I changed my mind?

Food orders are generally not refundable for a simple change of mind once a Vendor has started preparing them, since the food itself can't be "returned." If you catch the order right after placing it, contact the Vendor immediately - some may be able to cancel before prep starts, at their discretion.

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Part 2 - Vendor Plan Billing Refunds

What am I actually being billed for?

Your AUANI plan (Free, Monthly, or a Monthly plan plus additional locations) is billed separately from your order commissions - this is a subscription charge for platform access, not a cut of any specific sale. See Pricing for current plan and add-on rates.

Can I get a refund on my first plan charge?

Yes. If you upgrade to a paid plan and decide within 14 days that it's not for you, email billing@auani.com and we'll refund that first charge in full. This applies once per Vendor account, to your first paid-plan charge.

What about recurring monthly charges after that?

Monthly renewal charges are not refundable once processed - you're paying for that month's platform access. To avoid the next month's charge, cancel or downgrade from your Vendor dashboard before your renewal date; the change takes effect at the end of your current billing period, and you keep paid-plan access through the period you already paid for.

What if I add or remove a location mid-cycle?

Adding a location bills the $100/mo add-on starting from when you add it, prorated for your first partial month. Removing a location stops that add-on's next renewal - we don't issue partial-month refunds for a location removed mid-cycle, but you won't be charged for it again going forward.

Does downgrading or cancelling affect my live menu?

No. Your published menu and listing stay live regardless of plan changes - cancelling or downgrading only affects your commission rate and location limits going forward, never your existing listing.

What if I was charged in error?

Email said@auani.com with your account details and the charge in question. Billing errors (a duplicate charge, a charge after a cancellation that should have taken effect, etc.) are refunded in full once verified.

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Contact

Order issues: contact the Vendor first, then said@auani.com if unresolved.
Plan billing issues: said@auani.com