This Cancellation & Refund Policy explains how cancellations, returns and refunds work for the GoToEat restaurant management platform ("Services") provided by Histone Solutions Pvt Limited, operator of GoToEat ("GoToEat", "we", "us", or "our"). Part A covers the fees restaurants pay us for the Services. Part B covers food orders that customers place with restaurants through websites and apps powered by GoToEat.
Part A: Platform Subscriptions
1. Free Trial and Free Plan
New restaurants start with a free trial of 30 days and no payment details are needed to start it. When the trial ends you choose whether to pay for a plan; if you do not, your restaurant moves to the Free plan and nothing is charged. Fees for paid plans are billed in advance for the term you choose (monthly, six-monthly or annual). Pay Per Order commission is invoiced monthly in arrears, on completed online and QR orders only.
2. Cancellation
- You may cancel your subscription at any time by emailing info@histone.com.pk from your account email, or by not paying your next renewal invoice. Renewals are never charged without your payment.
- Cancellation stops future renewals. You keep access to your paid plan until the end of the period you have paid for; your restaurant then moves to the Free plan, so its website and QR menu keep working.
- Removing a branch, an add-on or moving to a lower plan takes effect from your next renewal.
- We do not give prorated refunds for the unused part of a billing period, except as described below or where required by law.
3. 14-Day Money-Back Guarantee
New customers may request a full refund of their first subscription payment within 14 days of that payment. This applies to monthly, six-monthly and annual plans. After the 14-day window, fees for the current term are non-refundable, though you may cancel to prevent the next renewal.
4. Other Refunds
We refund in full any duplicate payment, any amount charged in error, and any payment for a period in which we were unable to provide the Services because of a fault on our side. Pay Per Order commission on an order is reversed when that order is fully refunded to the customer.
5. Non-Refundable Items
- Assisted setup, onboarding or other one-time professional services once they have been delivered.
- Usage-based charges already incurred, such as AI usage add-ons and commission on completed orders.
- Renewal payments after the 14-day money-back window has passed.
6. Returns
The Services are software delivered online, so there is no physical product to return. Cancelling your subscription as described above ends the service.
Part B: Orders Placed With Restaurants
7. Who You Are Buying From
When you order food or drinks through a restaurant's website, QR menu or app powered by GoToEat, you are buying from that restaurant. The restaurant prepares and delivers your order and handles its cancellations and refunds. A restaurant may publish its own policy on its website; where it does, that policy applies alongside this section.
8. Cancelling an Order
- To cancel an order, contact the restaurant straight away using the phone number or contact details on its website or in your order confirmation.
- An order can usually be cancelled in full until the restaurant has accepted it and started preparing it. Once preparation has started, the restaurant may decline the cancellation.
- If the restaurant cancels or cannot fulfil your order, any amount you paid online is refunded in full.
9. Returns and Problems With an Order
Because food is perishable, prepared items cannot be returned. If your order is wrong, incomplete, damaged or not delivered, tell the restaurant as soon as possible, and within 24 hours of the order, with your order number. The restaurant may offer a replacement, a partial refund or a full refund depending on the problem.
10. How Order Refunds Are Paid
Refunds for orders paid online by card, bank transfer or mobile wallet are returned to the original payment method. Orders paid in cash are refunded in cash or as agreed with the restaurant. If you cannot resolve a problem with the restaurant, contact us at info@histone.com.pk with your order number and we will help.
How Refunds Are Processed
To request a refund of a subscription payment, contact us at info@histone.com.pk with your account email, the invoice number and the reason for your request. We reply within 3 business days. Approved refunds are issued to your original payment method and may take 5–10 business days to appear, depending on your bank or wallet provider.
Changes to This Policy
We may update this policy from time to time. When we do, we will revise the "Last updated" date above. Your continued use of the Services after changes take effect constitutes acceptance of the updated policy.
Contact Us
If you have questions about this policy, contact us at info@histone.com.pk or write to Histone Solutions Pvt Limited, Office #305, 3rd Floor, Talha Heights, 6th Road, Rawalpindi, Pakistan.