This page explains how refunds, cancellations, disputes, chargebacks, reversals and payment liabilities work across Served HQ. It applies alongside the Terms and any payment provider rules.
1. Business liability for customer transactions
Each business is responsible for the goods, services, menus, appointments, bookings, orders, prices, fulfilment, customer support, refund decisions, cancellation terms and legal compliance connected to its customers. Served HQ provides software and may facilitate payment flows, but the business remains liable for its customer transactions unless a separate written agreement says otherwise.
2. Refunds to business customers
- Businesses must publish and follow fair refund, cancellation and no-show policies that match their legal obligations.
- Businesses are responsible for issuing refunds where required by law, their own policy, card network rules, payment provider rules, or customer dispute outcome.
- Refunds may not include payment processing fees, platform fees or service charges where those are non-refundable by the payment provider or already consumed.
- Served HQ may process, request, deduct or facilitate refunds where required to protect customers, comply with provider rules, respond to disputes, correct errors or enforce policy.
3. Chargebacks, disputes and reversals
Chargebacks and payment disputes are usually decided by card networks, banks or payment providers. The business is responsible for chargebacks, dispute fees, reversals, negative balances, evidence submissions, representment failures and related losses connected to its own sales.
4. Platform and add-on fees
Served HQ subscription and add-on fees pay for access to platform features. Unless required by law or stated otherwise, these fees are non-refundable once a billing period starts, a feature is enabled, usage is consumed, setup work is performed, or a third-party provider has charged related fees.
If a billing error occurs, contact support promptly so we can review it. We may issue credits or refunds at our discretion where fair and appropriate.
5. Failed payments and overdue balances
If a business payment fails, we may retry the payment, notify account owners, restrict paid features, suspend add-ons, pause online payment tools, set off amounts from future payouts where permitted, or deactivate access until the balance is resolved.
6. Connected payment accounts
Where a business connects a payment account, that business is responsible for keeping the account verified, accurate and compliant. Payment providers may hold funds, delay payouts, request information, reject transactions, impose reserves, close accounts or recover losses according to their own rules.
7. Fraud, abuse and risk holds
We may delay, restrict, suspend or block payments, payouts, accounts or features if we believe there is fraud, abuse, excessive disputes, unlawful activity, sanctions risk, misleading sales activity, customer harm, payment provider risk or policy breach.