Effective Date: 6 March 2026
This Refund and Cancellation Policy (“Policy”) outlines how Firebowl (“we,” “our,” “us”) handles cancellations and refunds related to restaurant management services, including online orders, table reservations, and system usage (collectively, the “Services”). By using Firebowl, you agree to this Policy. Please read carefully to understand your rights and responsibilities.
Firebowl operates as a restaurant management system. We do not operate restaurants, prepare food, or directly fulfill customer orders. This Policy applies strictly to operational transactions such as orders and reservations processed through the platform. Restaurants remain responsible for food preparation, delivery, and customer service.
1.1 Before Order Confirmation
Orders placed through the system may be cancelled only before they are accepted or confirmed by the restaurant. Cancellation requests must be submitted promptly through the platform.
1.2 After Confirmation
Once an order has been accepted by the restaurant, cancellation may not be possible as preparation may already be in progress. Restaurants reserve the right to decline cancellation requests after confirmation.
2.1 Failed Orders
Refunds may be considered if an order is not processed, rejected by the restaurant, or fails due to a verified system error. Supporting evidence may be required.
2.2 Incorrect Orders
If the delivered order does not match what was placed, users must report the issue promptly for review. Restaurants may offer replacement or partial refunds depending on circumstances.
2.3 Technical Issues
Refunds may be issued in cases where a verified technical failure within the system results in incorrect processing, duplicate transactions, or payment errors.
4.1 Cancellation by User
Table reservations may be cancelled before the scheduled reservation time through the platform. Restaurants may set specific cancellation deadlines or fees.
4.2 No-Show
Failure to attend a reservation without cancellation may result in restrictions on future bookings or penalties imposed by the restaurant.
5.1 Request Submission
Users must submit refund requests with relevant details including order information, payment reference, and reason for the request. Requests should be made within a reasonable timeframe after the issue occurs.
5.2 Review
All requests are reviewed individually. Firebowl and the restaurant reserve the right to approve or reject claims based on available evidence, transaction logs, and operational records.
Approved refunds will be processed through the original payment method where applicable. Processing time may vary depending on financial providers, typically between 5–10 business days. Firebowl is not responsible for delays caused by banks or payment gateways.
We may update this Policy at any time to reflect changes in operational practices, technology, or legal requirements. Continued use of the system after updates indicates acceptance. Updates will be communicated via the platform or email.
For any questions regarding this Policy or refund requests:
Email: support@firebowl-smartpos.vercel.app
Phone: +94-11-234-5678
Website: https://firebowl-smartpos-nine.vercel.app