Refunds
Refund & cancellation policy
What happens when you stop paying us, described as the billing system actually behaves — including the one question this page cannot answer yet, which is named rather than filled in with something that sounds right.
Cancelling
A subscription is cancelled at the end of the cycle you have already paid for. The gateway is told to stop at the cycle end rather than immediately, so the service you bought runs to the day it was bought until — and then stops. Nothing is cut off mid-period.
Cancelling is a deliberate act performed by a person on our side, not a button in your console. That is the current shape of it and this page will not pretend otherwise: you ask, and the cancellation is carried out and written to the platform record with the venue, the subscription and whether it was set to end at the cycle end or straight away.
What is refundable
Not decided yet
ROSFlow has not set a refund window. There is no period after payment within which a subscription charge is returned, because no such period has been chosen — not a long one, not a short one, none.
Nothing has been written here in its place. "Case by case", "at our discretion" and "within a reasonable period" all read like terms and commit to nothing, and a reader would take one of them as the answer. When there is a decision it will be written into this page as a number of days, a statement of when the clock starts, and what happens to the remainder of a paid year.
Until then, ask. It will be answered by a person rather than by a clause, and the answer will not be worse than what a policy would have given you.
What the system does today is exact, and worth knowing whichever way that decision goes:
It stops the next charge. The billing code has no path that returns a subscription payment — there is no such action, and nobody can press one.
You keep the service until the end of the cycle you paid for. Cancelling on day two of a year does not end the year.
There is no proration anywhere in this product. See the section below, which is the same fact reaching you through a different door.
Changing plan mid-term
Moving between tiers is a conversation, and the invoice is adjusted by hand. That is not a stylistic choice about how we like to sell; it is what the code permits.
Changing a venue's plan from the operations console updates which plan the venue is on and touches nothing else. It does not tell the payment gateway. So an upgrade would hand over the larger plan while the smaller price kept being charged — for ever, not late — and a downgrade would take the features away while the higher price kept being charged.
So the product refuses. A venue on a live or past-due subscription cannot be moved from that screen at all. The refusal names the plan they are being billed for and says to cancel and resubscribe, because that is the only path that leaves the gateway and our records saying the same thing. A silent revenue leak is one nobody goes looking for, and a customer quietly overpaying for a plan they left is the same defect pointed at you.
What that means for your money
Cancel-and-resubscribe means the old subscription runs to its cycle end and the new one starts. Nothing credits the overlap automatically, because nothing calculates one — which is why the invoice is adjusted by a person, and why that sentence appears on the pricing page instead of "pro-rated to the day". It said "pro-rated to the day" until recently. It was not true, and a pricing page is where a billing promise is made and where it is read back in a dispute.
Why there is no credit note
If your accounts department expects a credit note against an invoice we have raised, say so before you need one. There is no credit note in this system — no document type, no numbering series, no screen that issues one.
That is a gap in the document, not in the money or the record. Voiding, refunding and cancelling a settled bill all exist and are covered between them, and the audit trail covers who did it and why — so nothing is lost and nothing is untraceable. What is missing is the piece of paper a company's accounts department needs in order to reverse an invoice it has already booked, carrying its own number in its own series and referencing the original.
The reason it has not been bodged is worth stating, because the bodge is tempting. A document number in this product is allocated when a document is issued: per branch, gapless, under a row lock, pre-issued in blocks so two terminals cannot collide. Minting a credit-note number when somebody merely reads a report would mean exporting the same month twice produced two different numbers for one note. Give a credit note a series before it has a row and the series is the only part of it that exists.
For a venue billing consumers, void-and-reissue is defensible. For one billing companies it is not, and building this is the first thing that happens when a corporate account asks. It is recorded as a decision rather than left as a surprise.
The trial
Twenty-one days, no card, the whole product. Nothing is charged during it, so nothing needs refunding after it — where a subscription is set up before the trial ends it is scheduled to begin on the day the trial does, and the first charge falls after the twenty-one days rather than before.
Walking away during the trial costs nothing and requires nothing. There is no notice to give and no card to remove, because there was never one on file.
If you are a guest, not a venue
Everything above is about a venue's subscription to ROSFlow. If you are a diner or a hotel guest asking about a meal, a room or a booking, this page is not the one you want and we are not the party who can help.
We never hold your money. A guest's payment settles to the venue's own gateway account. Subscription billing and guest payments are two separate integrations with two separate sets of credentials, kept apart deliberately, and no path exists by which a diner's card payment reaches us. Ask the restaurant or the hotel — they hold it and only they can return it.
What the venue's system does when they agree
A refund at a venue running ROSFlow requires a manager's PIN and a typed reason, and both are recorded. The reason is the operator's own words rather than a generic label, and it carries through to the venue's tax return, where the refund appears as a credit-note line against the original invoice. So a guest asking "why was I refunded that amount" has an answer somebody wrote at the time.
How to cancel
Ask, naming your venue. A venue with a console open can raise a support ticket, which arrives carrying the venue, the branch and who sent it. Otherwise it is the published address below — and if there is nothing below, that is a real problem with this site and not with your request.
Everything about reaching us, including the channels that do not exist, is on Contact.