1Diner orders
Plaum supports some diner-order cancellations and refund flows inside the product. A paid order may be refunded when the cancellation fits Plaum's supported order state and timing rules, or when the restaurant cancels the order before fulfillment is completed.
1.1 Orders canceled through Plaum
If a diner cancels a paid order inside Plaum during the currently supported cancellation window, Plaum generally attempts to send the money back to the original payment method. The same is usually true when a restaurant cancels a paid order from its Plaum tools.
1.2 Orders already fulfilled or prepared
Once an order has been materially fulfilled, prepared, or otherwise moved past Plaum's supported cancellation state, a refund is not automatic. Plaum or the restaurant may still review special cases, but approval depends on the facts.
1.3 Payments made outside Plaum
Some restaurants use pay-at-counter or another external payment flow. If the restaurant, and not Plaum, processed the payment outside Plaum's checkout, Plaum usually cannot issue that refund directly through its own systems.
A visible order in Plaum does not always mean Plaum processed the payment. If the charge happened outside Plaum, the refund path usually stays with the restaurant or the external payment provider.
2Reservations and no-show charges
Reservation charges are handled differently from standard diner orders. In some Plaum reservation flows, a card is collected for later use rather than charged immediately. That means there may be nothing to refund yet unless a charge was actually captured.
2.1 Reservation cancellations
Whether a reservation can be canceled without penalty depends on the restaurant's configured rules, including its cancellation window and any reservation-specific policy shown in Plaum.
2.2 Deposits, saved cards, and later charges
Some restaurants use reservation flows that store a payment method for possible later charging, including no-show or deposit-backed scenarios. If no charge was captured, there is no cash refund to issue. If a charge was captured later, the matter can be reviewed under this policy.
2.3 No-show disputes and fee waivers
Plaum supports review of some no-show-related charges. If a user disputes a no-show fee through Plaum and the review supports the user, Plaum or the restaurant may waive the fee or refund the captured charge. If the no-show charge was valid under the restaurant's disclosed rules and the facts support it, the charge may stand.
3Restaurant packages and renewals
Restaurant-side Plaum packages are billed as recurring subscriptions through the Plaum Web App billing flow and related payment tools. The normal way to stop future package charges is to cancel before the next renewal.
3.1 What cancellation normally does
When a restaurant cancels a package in the normal Plaum billing flow, the cancellation usually takes effect at the end of the current paid billing period. That means the restaurant generally keeps access through the remainder of that already paid term.
3.2 What is usually not refundable
A package charge that renewed correctly under an active subscription is usually not refunded just because the restaurant forgot to cancel, stopped using the package, changed staff, closed for a period, or left a payment method on file. In normal cases, those situations do not make the renewal charge mistaken or unauthorized.
3.3 Cases Plaum may still review
Plaum may still review cases involving a clear billing error, a duplicate package charge, a proven unauthorized charge, or another issue where Plaum determines the payment should not have happened as processed.
For restaurant packages, canceling is the stop mechanism. A refund is the exception, not the default, once a valid renewal for the current term has already gone through.
4Billing errors and duplicate charges
Plaum can review suspected billing mistakes, including duplicate charges, accidental double-processing, and some unauthorized charges. If Plaum approves the review, the refund is generally sent back to the original payment method used for the charge.
4.1 What Plaum may ask for
- The account email used on Plaum
- The order ID, reservation ID, or package name involved
- The amount charged and the date of the charge
- A screenshot, receipt, or bank/card evidence if available
- A short explanation of why you believe the charge was wrong
4.2 Timing after approval
If a refund is approved, Plaum can send the request promptly, but the final posting time is controlled by the payment processor, card network, and the customer's bank. Because of that, Plaum cannot promise the exact day the funds will reappear in the account.
5When Plaum usually does not refund
The following situations usually do not qualify for a Plaum refund, unless Plaum determines there was a separate billing error or the law requires otherwise:
- A valid restaurant-package renewal that ran before the package was canceled
- An order that was already fulfilled as placed and does not show a platform-side error
- A payment processed outside Plaum by the restaurant or another external checkout flow
- A valid no-show charge that matches the restaurant's disclosed reservation rules and the review record
- A request based only on changing your mind after the paid service was correctly delivered
6How to ask for review
If the app or dashboard already offers the action you need, use that product flow first. Examples include canceling a still-eligible order in the app, canceling a reservation inside Plaum, or canceling a restaurant package from the Plaum billing flow before the next renewal.
If you need a manual review instead, contact Plaum and include enough detail for the team to match the request to the correct transaction.
Email: admin@plaum.co
Include: your Plaum account email, the order/reservation/package involved, the charge amount, and the reason for the request
Best practice: send the request as soon as possible after the charge or incident
7Chargebacks, legal rights, and updates
7.1 Payment disputes and chargebacks
If you file a chargeback or formal payment dispute through your bank or card issuer, Plaum may share relevant transaction records, account records, and support records with its payment processor and, where appropriate, the restaurant involved so the dispute can be answered.
7.2 Rights required by law
This policy explains Plaum's current product and billing behavior. It does not limit any mandatory rights you may have under consumer-protection or payment laws that cannot legally be waived.
7.3 Policy updates
Plaum may update this Refund Policy as its products, billing flows, support processes, restaurant tools, or legal requirements change. The current version will be posted at www.plaum.co/refund-policy.