Refund & Cancellation Policy

Effective Date: 16th October, 2026

This Refund & Cancellation Policy explains the conditions under which customers may cancel KnotKitchen services or request a refund.

1. Subscription Cancellation

A restaurant may cancel its KnotKitchen POS subscription at any time: the owner can cancel it in the KnotKitchen POS (Billing), or the restaurant can send written notice to support@knotkitchen.com.

Renewals stop at the end of the POS Plan's current 30-day billing period, and the service keeps working until then. When the cancellation takes effect, the subscription ends and the restaurant's store is marked Closed. Until then, the cancellation can be undone. The account is permanently deleted only if the restaurant asks, and legal and tax records are kept for the period the law requires.

2. The KnotKitchen Wallet Is Not Refundable

KnotKitchen charges (the POS Plan, add-ons, platform fees on orders paid online and e-bill charges) are prepaid from the KnotKitchen Wallet. The Wallet can be used only for KnotKitchen charges; it is not transferable and earns no interest.

Wallet balance is not refundable, and unused balance is not paid out on cancellation or closure, except in these cases:

• a failed, duplicate or erroneous payment (see section 5);
• a refund for a cancelled hardware order, which KnotKitchen pays out by bank transfer on request (see section 4);
• where KnotKitchen ends the service for its own convenience or because of its own breach: the unused balance, and the fees paid for the unused part of the current period, are refunded by bank transfer; and
• where applicable law requires a refund.

A platform fee deducted from the Wallet for an order a customer paid online is credited back to the Wallet if that order is cancelled or rejected.

3. Plan and Add-on Fees

POS Plan and add-on fees for a billing period that has started are not refunded. This includes the fee for an add-on billed yearly (such as the Website add-on) for a year that has started, even if the store closes before that year ends. An add-on that is stopped keeps working until the end of the period already paid.

4. Hardware Orders

If a hardware order (tablet or printer) is cancelled before KnotKitchen accepts it, everything paid for it is refunded to the KnotKitchen Wallet. Once KnotKitchen has accepted the order, the customer can no longer cancel it.

If KnotKitchen cancels a hardware order that has not been delivered, everything paid for it is refunded to the KnotKitchen Wallet, unless the customer caused the cancellation (for example, by refusing delivery, giving a wrong address or contact, or breaching the agreement); in that case, the documented costs KnotKitchen actually incurred may be deducted.

Hardware is paid for online, not from the Wallet, so a hardware refund is not bound by section 2: on request to support@knotkitchen.com, KnotKitchen pays it out by bank transfer instead, to the extent it is still in the Wallet.

For tablets and printers bought from KnotKitchen, KnotKitchen replaces a device that is dead on arrival or becomes faulty within 7 days of delivery. If KnotKitchen cannot supply a replacement within 15 days of the report, the price is refunded to the original payment method. After those 7 days, the manufacturer's warranty applies, and KnotKitchen will help the customer make the warranty claim.

5. Failed, Duplicate or Erroneous Payments

If an amount is debited from a customer's account because of a failed or duplicate payment to KnotKitchen, KnotKitchen will investigate the transaction.

A failed, duplicate or erroneous payment made to KnotKitchen is refunded to the original payment method. An amount wrongly deducted from the Wallet is credited back to the Wallet.

6. Refund Processing Time

Once a refund is approved, the time taken for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, or other financial institution.

7. Service Termination Due to Violation

No refund is provided for services suspended or terminated because of fraud, misuse, a breach of the Terms & Conditions or other prohibited activity, subject to applicable law.

8. How to Request a Refund or Cancellation

To request a cancellation or refund, contact:

KnotKitchen
Email: support@knotkitchen.com
Phone: +91 8062177510

Please include your registered account details, invoice/order number, and reason for the request.

Each request will be reviewed according to the applicable policy and circumstances.

9. Policy Changes

KnotKitchen may update this policy from time to time. The latest version will be published on the KnotKitchen website.