Refund & Cancellation

First-time subscribers can start a 14-day free trial. During the trial no charge has been made, so there is nothing to refund: if you cancel before the trial ends, you simply are never charged. This is a separate benefit from the post-charge guarantee in §2 — they are not the same thing and they do not stack.

No credit card is required to begin the free trial. If you have not separately provided payment information and authorised a paid subscription, you will not be automatically charged when the free trial ends — there is no automatic conversion from trial to paid plan.

• WineUp Monthly: if you request cancellation within 14 calendar days of your first charge, we refund that first monthly fee in full. One refund per restaurant, first paid month only.
• WineUp Annual: if you request cancellation within 14 calendar days of your first annual charge, we refund that annual fee in full. After day 14, annual plans are not pro-rated: cancellation stops the next renewal and access continues until the end of the paid year.

To use the guarantee, cancel in the Stripe billing portal (Dashboard → Settings → Subscription → Manage Subscription) and email wineuptech@gmail.com from the account address so we can confirm and issue the refund.

• Cancel automatic renewal yourself from Dashboard → Settings → Subscription → Manage Subscription. No email, phone call or sales conversation is required.
• Cancellation takes effect at the end of the current billing period. You keep full access until that date.
• Outside the guarantee in §2, we do not offer partial-period or pro-rated refunds.
• If the billing portal is unavailable for your account, email us and we will cancel it for you.

If you believe you were charged twice or by mistake, contact wineuptech@gmail.com within 60 days with the invoice reference. If confirmed, we refund the erroneous amount to the original payment method, normally within 10 business days.

If WineUp has a verified outage longer than 24 consecutive hours, we credit the affected account with one month of service per 24-hour incident, up to the value of one monthly fee, applied to the next invoice.

This is the same lifecycle described in the Privacy Policy and the DPA — there is only one policy:

1. Access continues until the end of the paid billing period.
2. Then a 30-day read-only recovery period starts: menus, wines, pairings and analytics remain visible and exportable, and the account can be reactivated, but nothing can be edited.
3. You can request or download a JSON export at any time during that window (Settings → Privacy & data).
4. At the end of the 30 days, an automated job hard-deletes the operational records from active production storage, except billing/tax, fraud-prevention, security-incident and legal-claim records.
5. Residual copies may remain in encrypted disaster-recovery backups until ordinary rotation removes them, within a maximum of 30 days.

Cancelling a subscription and deleting an account are separate actions. Deleting the account starts the deletion lifecycle immediately but does not cancel billing — cancel in the Stripe portal to stop future charges.

Each location is a separate subscription. Cancelling one does not affect the others, and the same rules apply per location.

• Billing periods already consumed before cancellation, outside the guarantee in §2.
• Optional one-off services (for example custom onboarding) once delivered.

Please contact us first — we resolve most billing questions quickly. If a chargeback is opened before we have a chance to resolve the issue, we may suspend the account pending resolution.

1. Email wineuptech@gmail.com from the account address.
2. Include the restaurant name, invoice reference and reason.
3. We respond within 7 days. Approved refunds arrive within 10 business days to the original payment method.

We may update this policy as plans evolve. Changes never apply retroactively to a refund window that has already started.