Complaints Returns and Moderation Policy

Product: Qastio

Operator: CHATROOM DOO BEOGRAD

Website: https://menuwithai.com/

Version: v1.0

Publication date: 13 May 2026

Status: Final Website Version

Classification: Public / Website Legal Document

Governing law: Republic of Serbia

Operator Details

Contents

1. Scope

This policy explains how Qastio handles Guest complaints, Restaurant procurement claims, refunds, returns, technical incidents, chargebacks and moderation of Restaurants, Suppliers, menu items, goods, reviews, complaints, offers and advertising materials.

2. Guest Complaints

Complaints about food quality, ingredients, allergens, preparation, service, price, cancellation, refund, pickup, table service or fiscal receipt are primarily handled by the relevant Restaurant. The Operator may provide technical support, logs and communication routing but does not become the seller of food or restaurant services.

3. Procurement Claims by Restaurants

Claims concerning goods supplied to Restaurants, including quantity, quality, documents, shelf life, packaging, labelling, temperature regime, delivery time, replacement, refund or credit note, are primarily handled by the relevant Supplier under the procurement order and applicable law.

• Visible defects should be reported at acceptance or within the time stated in the procurement order.
• Hidden defects should be reported within a reasonable time after discovery.
• Perishable, fresh or temperature-sensitive goods require immediate or very short notification in line with the procurement order and product nature.
• Claims should include photos, delivery note, invoice, batch information, description of defect and available supporting evidence.

4. Online Payments, Refunds and Chargebacks

Where the voluntary payment module is enabled, refunds and chargebacks are processed according to PSP rules, Restaurant responsibilities, the Payment Module Terms and mandatory law. The Restaurant remains responsible for refunds arising from food quality, order cancellation, non-fulfilment, incorrect prices, Restaurant staff actions or consumer claims related to the Restaurant service. The Operator may assist technically but does not guarantee chargeback outcome.

If a chargeback, PSP fee, penalty, refund cost or dispute cost is caused by Restaurant action, inaction, incorrect data, breach, fraud or failure to fulfil an order, the Restaurant must reimburse the relevant amount to the Operator or PSP unless mandatory law provides otherwise.

5. Moderation

The Operator may hide, limit, suspend, edit display or remove a Restaurant, Supplier, menu item, product, procurement offer, advertising material, review, complaint, photo, comment or account where there is suspected illegality, misleading information, safety risk, repeated complaint, rights violation, fraud, offensive content, technical abuse, circumvention, data misuse or reputational risk.

6. Technical Incidents

If a dispute concerns a technical error of the Platform, the Operator reviews available logs, order statuses, notifications, API events, POS events, payment-status records and user actions. The result is communicated in a reasonable time considering the complexity of the issue and availability of third-party data.

7. No Guaranteed Outcome

The Operator does not guarantee that a Guest, Restaurant, Supplier, PSP, bank, card scheme, POS provider or logistics partner will accept a claim, provide compensation, reverse a transaction or repeat performance. Mandatory legal rights remain unaffected.

Operator Details

Final Disclaimer

This document forms part of the Qastio legal documentation made available by the Operator. It does not limit any mandatory rights granted to users under applicable law. Where a specific onboarding, payment, procurement, POS/API integration or supplier arrangement is governed by an additional accepted document, that document applies together with this document and prevails within its specific scope.