Refund & Cancellation Policy
Clear, dual-tier policy separating WSNexa SaaS subscription refunds from independent hospitality venue end-customer dining order cancellations and refunds.
1. Important Dual-Tier Structure Notice
This policy governs two distinct legal and operational relationships that must not be confused:
Tier A: WSNexa SaaS Subscription Cancellations & Refunds (governing the contract between WSNexa and the Business Owner for software licensing).
Tier B: Venue Customer Order Cancellations & Refunds (governing the commercial contract between an individual dining guest and the hospitality venue for prepared food and beverages).
2. Tier A — WSNexa SaaS Subscription Cancellations & Refunds
Subscription Cancellation: Business Owners may cancel their WSNexa SaaS subscription at any time via Dashboard Settings → Billing & Subscription. Upon cancellation, your service remains active through the conclusion of the current paid billing period.
Pilot Evaluation Period: For new business accounts during the pre-commercial evaluation phase, if the platform fails to deliver core operational functionality as specified, a full refund of the initial subscription may be requested in writing within seven (7) calendar days of initial activation.
Non-Refundable Fees: Except for the initial evaluation period or as mandated by Sri Lankan consumer law, prepaid monthly subscription fees are non-refundable once the billing cycle has commenced.
3. Tier B — Hospitality Venue Customer Order Cancellations & Refunds
Independent Merchant Relationship: WSNexa provides technical software tools enabling restaurants to receive, process, and manage dining orders. WSNexa is not a restaurant, does not prepare food, and is not a party to the food sale contract between the dining guest and the venue.
Venue Cancellation Policies: Each venue defines its own customer order cancellation policy within WSNexa Order Security Settings from six technical options:
- Disabled: Customer cancellation is entirely prohibited; guests must speak to a waiter.
- Before Confirmation: Cancellation permitted only while the order is pending staff review.
- Within Time Limit: Cancellation permitted within a configured grace window (e.g. 2 minutes).
- Before Preparation: Cancellation permitted until the kitchen staff actively marks preparation started.
- During Preparation: Cancellation permitted during cooking, with potential food waste accounting.
- Until Ready: Cancellation permitted until food is marked ready for service.
4. Venue Refund Processing Mechanics
WSNexa Order Cancellation Engine Invariants:
1. Unprepared Orders: When an order is cancelled prior to kitchen preparation, inventory stock is automatically returned to active branch stock.
2. In-Preparation Orders: When an order is cancelled while cooking, the system records kitchen food waste with ingredient cost attribution.
3. Cashier POS Settlement: If an order was paid prior to cancellation, the WSNexa Cashier Settlement Modal calculates the authoritative refundable balance and records an audit-logged refund transaction.
Consumer Notice: Whether a dining guest receives a cash, card, or wallet refund for cancelled food items is determined by the individual venue’s policy, payment state, and the Sri Lanka Consumer Affairs Authority Act No. 9 of 2003.