Refund policy

Last updated: 5 October 2026

1. Before the kitchen accepts

Nothing is charged. A guest cannot pay for an order until the kitchen has accepted it. A declined order, including one declined automatically because the kitchen did not answer, is never charged.

2. Accepted but unpaid

• An accepted order that is still unpaid after 15 minutes expires. It is never charged, and the console tells the kitchen not to cook it.
• If the bill was split, every share that was already paid is refunded automatically when the window closes without the rest.

3. Money that arrives after expiry

A bank transfer or USSD payment can land after the order has expired or been declined. TablaOne refunds it automatically, and TablaOne staff review every late payment to make sure the refund went through.

4. Cancelling a paid order

• The restaurant can cancel and refund an order that shows Paid or Preparing, from the kitchen console or the dashboard.
• An owner or manager can do this outright. A kitchen account needs the manager PIN.
• The guest's page changes to "Order cancelled and refunded" and says whether the money is already back or still on its way through their bank.
• An order that has been served cannot be refunded from the console. If something was wrong with it, raise a dispute below.

5. Disputes

• If a guest and a restaurant disagree about a paid order, either can write to TablaOne through the contact page. Include the restaurant, the table and the order number from the receipt.
• TablaOne finance can refund a paid order in a dispute. We look at the order record, the kitchen's actions and the payment before deciding, and we tell both sides what we did.

6. How a refund travels

• vyyBe wallet: immediate. The money is back in the wallet as soon as the refund is issued.
• Card, bank transfer and USSD: the refund goes back through the bank and shows as pending on the guest's page and the restaurant's statement until it lands.
• If a refund fails at the bank, the owner is notified and TablaOne staff follow it up.

7. What a refund does to the statement

A refund reverses the exact settlement lines of the original order: gross, the TablaOne fee, the processing line and the net. The restaurant is not charged a TablaOne fee on a refunded order.

8. Contact

Questions about this policy go through the contact page.