Terms of Service
Dine OS offers two types of products: software subscriptions and physical printed products. Because these products are delivered and used differently, they have different refund rules.
Please read the section that applies to your purchase.
1. Try Before You Pay
The Starter plan is free forever and does not require a payment card.
The Pro plan includes a 15-day free trial. No payment is taken during the trial, and Dine OS does not store card details because card information is not required when signing up.
The free trial is provided as your evaluation period. You can test the platform using your own menu, staff, and orders before making a paid commitment.
2. Software Subscriptions
Pricing
The Pro plan is available at:
- Tk 2,000/month
- Tk 20,000/year
The yearly plan is offered at a significant discount compared with twelve individual monthly payments and is therefore treated as a committed annual term.
Cancellation
You may cancel your subscription at any time from Billing in your Dine OS dashboard or by contacting:
Cancellation takes effect at the end of the period you have already paid for. You will retain access until that date and will not be charged again.
After the paid period ends, your account will move to the free Starter plan rather than being automatically deleted.
Monthly Subscriptions
Monthly subscription fees are not refundable once the monthly billing period has started.
We do not provide refunds for:
Partial months
Unused days
Unused features
To avoid your next renewal charge, cancel before the renewal date.
Yearly Subscriptions
A yearly subscription may be refunded in full within 14 days of payment, provided that you have not made significant use of the paid features during that period.
After 14 days, yearly subscriptions are non-refundable because the annual price includes a substantial upfront discount.
You will continue to have full access until the end of your paid term and may cancel renewal at any time.
When We Always Refund
We will issue a full refund when:
You were charged after you had already cancelled.
You were charged twice for the same period.
The amount charged does not match your active plan.
A fault on our side made the service unusable for a continuous period longer than [X] hours, and we were unable to restore the service.
Billing mistakes reported within 60 days will be corrected regardless of the standard refund rules above.
When We Do Not Refund
We do not provide refunds for:
Changing your mind after the free trial has ended.
Not using the service during an active subscription period.
Loss of access resulting from a violation of our terms or account suspension.
The difference resulting from an upgrade you requested and began using.
Amounts already spent on your behalf with third-party providers, as described in Section 3.
Upgrades & Downgrades
An upgrade takes effect immediately and is charged from the date of the upgrade.
A downgrade takes effect at the beginning of your next billing period. We do not refund or credit the difference for the period already in progress.
3. Prepaid Usage: SMS, WhatsApp & AI
Certain Dine OS features use prepaid credits for services such as SMS, WhatsApp, and AI processing.
When a message or AI request is sent, the applicable amount may be paid to the relevant mobile operator or service provider immediately.
Sent Usage
A sent message or completed AI request cannot be refunded.
This includes messages that fail because the recipient's phone number was incorrect, where the underlying provider still charges for the attempt.
Unused Credit
Unused prepaid credit may be refunded within 12 months of purchase, less any amount already used.
4. Printed NFC Cards, QR Posters & Other Physical Products
Dine OS physical products may be printed specifically using your restaurant's branding and information. Because customized products cannot generally be resold to another customer, change-of-mind returns are not accepted.
We Will Replace or Refund If:
Within 7 days of delivery, you notify us that:
The item arrived damaged or faulty.
The printed product does not match the artwork you approved.
The delivered quantity is less than the quantity ordered.
The QR code does not scan.
The NFC tag does not work.
Please send clear photographs of the product and packaging to:
Where the issue is our responsibility, we will either:
Ship a replacement at our cost; or
Refund the item price plus the applicable delivery charge.
We Cannot Refund When:
The issue resulted from:
An error in artwork that you approved, such as an incorrect phone number, Wi-Fi password, or spelling.
Ordering the wrong quantity.
A claim submitted more than 7 days after delivery.
If the mistake is ours, we will cover the associated replacement or refund cost.
Cancelling a Physical Product Order
An order may be cancelled for a full refund only if production has not started.
Once printing or production has started, the order cannot be cancelled.
5. Money on a Guest's Membership Card
Money loaded by a diner onto a restaurant's membership card belongs to the restaurant, not Dine OS.
Dine OS records the transaction in the applicable ledger but does not hold the restaurant's membership-card funds.
Questions regarding:
Card balances
Loyalty points
Wallet balances
Missing top-ups
Membership transactions
should be directed to the restaurant that issued the card.
Dine OS can assist the restaurant in tracing the relevant ledger transaction, but we cannot refund money that was never received by Dine OS.
6. How to Request a Refund
Send an email to:
Please email us from the address associated with your Dine OS account and include:
Restaurant or account name
Invoice number or order number
What you are requesting
Reason for the refund request
Photographs, if your request concerns a physical product
Processing Times
Acknowledgement: Within 2 working days
Refund decision: Within 7 working days
Approved refund: Usually processed within 7–10 working days
Approved refunds are sent through the same payment channel used for the original payment, including applicable methods such as:
bKash
Nagad
Bank transfer
Card
Refunds are issued in Bangladeshi Taka (BDT).
Your bank or mobile financial service provider may require additional time to reflect the refund. Dine OS is not responsible for exchange-rate changes or charges imposed by your payment provider.
7. Disputes & Chargebacks
Please contact Dine OS before initiating a dispute or chargeback with your bank or mobile financial service provider.
A dispute or chargeback submitted without first contacting Dine OS may result in the relevant account being temporarily suspended while the disputed transaction is investigated and resolved.
Most billing and refund issues can be resolved more quickly by contacting us directly.
8. If We Change or Retire a Service
If Dine OS retires a feature that your paid plan depends on, or permanently shuts down the service, we will provide at least 60 days' notice, where reasonably possible.
We will also:
Provide an export of your available data.
Refund the unused portion of any applicable prepaid subscription term.
9. Contact Us
Dine OS
Savar, Dhaka, Bangladesh
Email: dineosofficial@gmail.com
Website: dineos.co
Facebook: facebook.com/dineosbd
Instagram: instagram.com/dineosbd
For refund, cancellation, billing, or physical-product issues, please contact us at dineosofficial@gmail.com.