Refund & Cancellation Policy
Last updated: May 11, 2026
EzPOS is a technology platform that powers online ordering for independent restaurants. Each restaurant operates independently and is responsible for fulfilling orders. Please review this policy before placing an order.
Order Cancellations
Once an order is placed and payment is processed, it is immediately transmitted to the restaurant for preparation. Due to the time-sensitive nature of food preparation:
- Before restaurant confirmation: You may request a cancellation by contacting the restaurant directly as soon as possible.
- After restaurant confirmation: Cancellations may not be possible, as the restaurant may have already begun preparing your order.
- Cancellation eligibility is determined by the individual restaurant at its sole discretion.
Refund Eligibility
Refunds may be issued in the following circumstances:
- Order not received: If your pickup or delivery order was not fulfilled.
- Incorrect order: If you received items substantially different from what you ordered.
- Food quality issues: If the food received was inedible or posed a health and safety concern.
- Duplicate charges: If your payment card was charged more than once for the same order.
Non-Refundable Situations
- Change of mind after the restaurant has confirmed or begun preparing the order.
- Incorrect order details entered by the customer (wrong items, quantities, or special instructions).
- Customer unavailability at the time of pickup or delivery.
- Minor variations in food appearance that do not affect quality or safety.
How to Request a Refund
- Contact the restaurant directly using the contact information provided at the time of ordering.
- If you are unable to resolve the issue with the restaurant, contact EzPOS Support at info@ezpos.org with your order details.
- Approved refunds will be processed to the original payment method within 5–10 business days, depending on your card issuer.
Payment Disputes
If you believe a charge is unauthorized or incorrect, you may also contact your bank or card issuer to initiate a dispute. EzPOS processes payments through Square and CardConnect (Fiserv). We will cooperate fully with any payment processor dispute investigation.
Contact Us
For questions about this policy or to request assistance with a refund: