# Refund & Cancellation Policy SAVV8 LIMITED (trading as AtTable) — company number 16906390 Last updated: 24 August 2026 ## 1. What this policy covers Money moves through AtTable in two directions, and different rules apply to each. - **Part A — Subscription fees.** What a restaurant, café, bar or other venue pays SAVV8 LIMITED for access to the AtTable platform. - **Part B — Guest payments.** What a guest pays for food, drink, an order, a booking deposit or an event ticket at a venue that uses AtTable. If you are a guest looking to get money back for an order or a booking, **Part B is the part you need**, and the short answer is that the venue — not AtTable — issues the refund. --- ## Part A — Subscription fees ### 2. Free trial New accounts get a **two-month free trial**. No payment card is required to start it. Nothing is charged during the trial, so there is nothing to refund. If you do not subscribe at the end of the trial, your access ends and no charge is made. We will email you before the trial ends. ### 3. Cancelling a subscription You can cancel at any time from your account settings, or by emailing billing@attable.io. - Cancellation takes effect **at the end of your current billing period**. You keep full access until then. - We do not charge a cancellation fee. - We do not require notice for standard monthly plans. - Annual plans and plans under a signed Master Service Agreement follow the notice period in that agreement. ### 4. Refunds on subscription fees **Monthly plans.** Fees are charged in advance for the month ahead. We do not refund part-months. When you cancel, you keep access for the remainder of the period you have paid for. **Annual plans.** Fees are charged in advance for the year. We do not refund the unused portion of an annual term on cancellation for convenience. **We will refund you** in these circumstances: - **Billing error.** You were charged the wrong amount, charged twice, or charged after cancelling. We refund the difference in full, and we do not require you to have spotted it within any particular window. - **Charged after a cancellation we failed to process.** Refunded in full. - **We terminate for our own convenience,** or we materially reduce a function you rely on and you choose to leave. We refund fees paid in advance for the unexpired period, pro rata. - **We are in material breach** of the Terms of Service or your Master Service Agreement and do not fix it after you tell us. We refund fees paid in advance for the unexpired period, pro rata. **We will not refund** where you have simply stopped using the platform, where your account was suspended or terminated for breach of the Terms of Service, or for downtime that falls within an exclusion in your service level schedule. ### 5. Add-on modules Add-on modules bill monthly, whatever your main plan's interval. Removing an add-on stops the charge from the next monthly billing date. Part-months are not refunded. ### 6. Downgrades Downgrading takes effect at your next billing date. We do not refund the difference between plans for the current period. If you downgrade below the limits your data currently uses, we will tell you what is affected before the change takes effect. ### 7. Business customers and cooling-off rights Subscriptions are supplied to businesses. The 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 applies to consumers and does not apply to a business subscription. If you are a sole trader and you believe you contracted with us outside your trade, business or profession, contact billing@attable.io and we will consider your cancellation request on that basis. ### 8. How to request a subscription refund Email **billing@attable.io** with your account name, the charge date and amount, and what went wrong. We aim to respond within **5 business days** and to return approved refunds to the original payment method within **10 business days** of approval. Your bank may take a few days more to show it. --- ## Part B — Guest payments ### 9. Who you bought from When you order food or drink, pay a bill, place a booking deposit or buy an event ticket through AtTable, **your contract is with the venue**, not with AtTable. The venue sets its own prices, its own menu and its own refund practice, and the venue is the seller for consumer law purposes. AtTable provides the software the venue uses to take that payment. We do not hold your money. Payments are handled by regulated third-party payment providers and settle to the venue. ### 10. How to get a refund on an order **Ask the venue.** Speak to a member of staff while you are there, or contact the venue directly afterwards using the details on your receipt. The venue can issue a full or partial refund through AtTable. If a venue will not respond and you paid by card, you can also raise the matter with your card issuer. If you cannot reach the venue at all, email support@attable.io and we will help you find their contact details and, where we can, prompt them — but we cannot issue a refund on the venue's behalf or overrule its decision. ### 11. Your rights as a consumer Nothing in this policy affects your statutory rights. Under the **Consumer Rights Act 2015**, goods must be of satisfactory quality, fit for purpose and as described, and services must be performed with reasonable care and skill. If food or drink is not as described, or an order is wrong, incomplete or never arrives, you are entitled to a remedy from the venue. Under the Consumer Contracts Regulations 2013, the 14-day right to change your mind **does not apply** to food and drink, or to catering or leisure services supplied on a specific date — so a venue is not obliged to refund an order simply because you changed your mind. That is at the venue's discretion. ### 12. Orders that failed or were never accepted If a payment was taken but the venue never accepted or fulfilled the order — for example the kitchen had closed, or the item was out of stock — the venue should refund it in full. Where a payment was authorised but the order was not accepted, the authorisation is released and no charge is completed; depending on your bank, a pending amount may sit on your statement for a few days before it disappears. If you were charged twice for the same order, contact the venue or email support@attable.io with your receipt. Duplicate charges caused by a fault in our platform are refunded in full. ### 13. Booking deposits and no-show charges Venues may take a deposit to hold a table, or charge a fee if you do not turn up. Where they do: - the amount and the cancellation deadline are shown to you **before** you confirm and pay; - cancelling before the deadline stated at booking means the deposit is refunded or released in full; - cancelling after the deadline, or not turning up, means the venue may keep the deposit or apply the no-show charge it told you about; - deposits are commonly redeemed against your bill on the night rather than refunded separately. The terms shown at the time of booking are the ones that apply. If a venue applies a charge it never disclosed, that charge is not enforceable, and you should raise it with the venue and with your card issuer. ### 14. Event tickets and prepaid events Prepaid events — set menus, tastings, private dining — are sold by the venue on its own terms, which are shown before you pay. Refunds for cancelled or rescheduled events are the venue's responsibility. Where a venue cancels an event outright, it should refund in full. ### 15. Delivery and collection orders For delivery and collection orders, the venue is responsible for the order until it reaches you. If an order does not arrive, arrives unreasonably late, or arrives in an unacceptable condition, contact the venue for a refund or replacement. ### 16. Chargebacks If you raise a chargeback with your card issuer, the payment provider will ask the venue for evidence and decide the outcome. AtTable supplies the transaction record when asked. We do not decide chargebacks and cannot influence the result. We would always rather you contacted the venue first — it is usually faster than a chargeback, which can take several weeks. --- ## 17. Service fees Where a venue charges a service charge, a delivery fee or a booking fee, those amounts belong to the venue and are refunded on the same terms as the rest of the order. Where AtTable charges the venue a transaction fee on a payment, that fee is a matter between AtTable and the venue and does not affect what a guest is refunded. A guest who is refunded in full receives the full amount they paid. ## 18. Changes to this policy We may update this policy. The version in force is the one published here on the date of your payment. We will post material changes with a new "last updated" date. ## 19. Contact - **Subscription billing:** billing@attable.io - **Guest order help:** support@attable.io - **Legal:** legal@attable.io - **Post:** SAVV8 LIMITED, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom If you are a consumer in the UK and we cannot resolve a complaint between us, you can seek free advice from **Citizens Advice** on 0808 223 1133 or at citizensadvice.org.uk.