Refund & Cancellation Policy

Last updated: 5 October 2026

This policy explains how to cancel and when refunds are available for Orders Up. Payments are processed by our Merchant of Record, Polar (Polar Software Inc.), so refunds are issued through Polar.

1. Cancelling a subscription

You can cancel a Monthly, Annual or Archive subscription at any time through the Polar customer portal (the link is in your payment confirmation email, and under Account → Billing in your venue dashboard). When you cancel, your subscription stays active until the end of the current billing period, after which it will not renew and access ends. We do not charge a cancellation fee.

2. Refunds on subscriptions

Subscription fees are generally non-refundable for billing periods that have already started, because access is provided continuously. Three payments carry a 14-day cooling-off period: the first payment on a plan, each Annual renewal, and the first full-price payment after a promotional period (a discounted first month or year). If you cancel within 14 days of one of those payments we refund the unused part of that period, with a proportionate deduction for the days already used because you asked for access to start or continue without a break. Other Monthly renewals do not carry a cooling-off period: cancel before the renewal date if you do not want the next month; cancelling later ends access at the end of the month you have paid for, and that month is not refunded (we may make an exception as a goodwill gesture, but are not obliged to). We email you before each Annual renewal, and at least every six months on Monthly, so a renewal never comes as a surprise. If you believe you were charged in error, or you cancelled but were still billed, contact us at support@ordersup.app and we'll review it and, where appropriate, arrange a refund through Polar.

3. Your statutory rights

If you are a consumer, you have a statutory right to cancel a service contract within 14 days of entering into it (Consumer Contracts Regulations 2013). Because you ask for access to start immediately, cancelling inside those 14 days means you pay for the part of the period you've had and are refunded the rest. Section 2 above is that right, and we extend the same 14-day right to each Annual renewal and to the first full-price payment after a promotional period, which is what the Digital Markets, Competition and Consumers Act 2024 will require of subscription contracts when its subscription rules come into force. Using the Service does not waive the right. This policy does not affect any statutory rights you have that cannot be excluded by law.

4. Chargebacks

If you have a billing concern, please contact us first — we can usually resolve it faster than a chargeback. Disputes raised through your card provider are handled by Polar as Merchant of Record.

5. How to request a refund

Email support@ordersup.app with the email address used at signup and your venue name. We aim to respond within a few business days. Approved refunds are returned to your original payment method via Polar.