Umenio is sold as a subscription to a restaurant. This policy is the agreement about that subscription: what you can change, what you can get back, and how long it takes.

It is not about meals. When a diner orders through a menu we host, the contract is between the diner and the restaurant. We are not the merchant of record and we never hold that money, so a guest who wants a refund on a meal asks the restaurant, not us. A restaurant deciding its own refund rules for guests should publish them itself.

Every account starts on a free trial for the period stated at signup, and starting one needs no card. The trial exists so the decision to pay is made after you have seen the product on your own menu, with your own staff, in your own service.

If the trial does not convince you, do nothing. It ends on its own and you are not charged.

If the first paid period on a new subscription is not what you expected, tell us within 14 days of that payment and we will refund it in full. You do not have to give a reason, and we will not put you through a retention call to get it.

This applies once per restaurant, to the first payment on a new subscription — not to every renewal after it.

A subscription renews for the period you chose unless you cancel first. Cancelling before the renewal date stops it, and you keep the plan until the end of the period you have already paid for.

If a renewal is taken and the account was not used at all in the period it paid for, tell us within 7 days and we will refund it. If the account was in use, the period was served and it is not refundable.

We do not pro-rate a partial period. Cancelling halfway through a month does not return half a month.

Move up a plan whenever you want. The change applies straight away and the unused part of the period you already paid for is credited against the new plan, so you are never charged twice for the same days.

Move down a plan and the change applies at the next renewal rather than immediately. You keep what you paid for until that period ends, and we do not refund the difference for a period already running.

Switching between monthly and yearly billing follows the same rule: up now, down at renewal.

Some things are genuinely spent, and saying so up front is fairer than discovering it at the point of asking.

Some things are our mistake, and the fix should not depend on you noticing. If we charged you twice, charged you after you cancelled, charged the wrong amount, or billed a plan you never had, we refund it in full as soon as we find it — and we will still refund it if you find it first.

If the service is unavailable for a prolonged stretch through our own fault, tell us and we will credit the time against your next period.

Write to contact@umenio.com from the email address on the account, with your restaurant name and which payment you mean. One message is enough — there is no form to fill in and no queue to sit through.

We reply within 3 working days. Where a refund is due, we send it within 14 days of agreeing it.

Money goes back the way it came, to the same card or account that paid it. How quickly it then appears is up to your bank, and that part is outside our control.

You can stop at any time. Ask us and we will close the subscription at the end of the period you have paid for — your menu, your QR codes and your dashboard keep working until then, so nothing goes dark mid-service.

Afterwards you can export your data for a reasonable period. Tell us before you want it deleted for good, and we will say what is possible before doing anything irreversible.

Nothing in this policy reduces a right you have under Egyptian law, including the Consumer Protection Law (No. 181 of 2018). Where this policy gives you more than the law requires, this policy stands.

This policy forms part of our terms and is governed by the laws of the Arab Republic of Egypt, with the courts of Cairo having jurisdiction.

If any of it is unclear, write to contact@umenio.com and we will explain it in plain words before you commit to anything.