Refund Policy

This Refund Policy explains how refunds are handled on the TabFlow platform, operated by Bonaogeto Limited. TabFlow is a prepaid digital dining tab system. This policy applies to both Venue Operators and Members.

1. Tab Balance Refunds (Members)

1.1 If you have unused credit remaining in your Tab Balance, you may request a refund from your Venue Operator within 30 days of the original payment date.

1.2 Request it from the Credits screen in the app, naming the amount and the M-Pesa number it should be sent to. The request goes to your Venue Operator, who decides it and pays it from their own funds through their venue dashboard. Bonaogeto Limited does not hold your balance and does not decide these requests.

1.3 Refund requests submitted after 30 days are at the sole discretion of the Venue Operator. Bonaogeto Limited cannot compel a Venue Operator to issue a refund after the 30-day window has passed.

1.4 Approved refunds are sent to the M-Pesa number you give when you make the request, which need not be the number or the card the tab was loaded with. Your Venue Operator records the payment reference when the money is sent.

1.5 Tab Balances that have been fully consumed (i.e. used for food and beverage orders) are not eligible for refund.

2. Food and Beverage Order Refunds (Members)

2.1 Refunds for specific food or beverage orders, for example, in cases of incorrect items, unsatisfactory quality, or unfulfilled orders, are handled entirely by the Venue Operator.

2.2 Bonaogeto Limited has no involvement in food and beverage fulfilment and cannot process refunds for individual orders.

2.3 Contact your Venue Operator’s staff directly for order-level refund requests.

3. Platform Fee Refunds (Venue Operators)

3.1 Members are not charged a platform service fee, so there is no such fee for a Member to be refunded. A Member loading their tab pays exactly the credit they receive.

3.2 The platform service fee, from 1% at the rate agreed with each Venue Operator, is charged to the Venue Operator on the value of orders paid for with Tab Balances. It is non-refundable except in cases of verified billing errors. Where a Tab Balance is refunded to a Member before it is spent, no fee arises on it in the first place.

3.3 If you believe a platform fee has been incorrectly charged, contact us at hello@tabflowhq.com within 14 days of the transaction date with the relevant transaction reference. We will investigate and, if a billing error is confirmed, issue a credit or refund within 10 business days.

4. Venue Operator Subscription or Onboarding Fees

4.1 If Bonaogeto Limited charges any onboarding or subscription fees to Venue Operators, these are refundable within 14 days of payment provided the venue has not yet gone live on the platform.

4.2 Once a Venue Operator’s TabFlow instance has been activated and at least one member transaction has been processed, onboarding and subscription fees are non-refundable.

5. Disputed Transactions

5.1 If a Member believes a transaction was processed in error (for example, a duplicate charge or an unauthorised debit), they should first contact their Venue Operator.

5.2 If the dispute cannot be resolved at the venue level, contact TabFlow at hello@tabflowhq.com with the transaction reference, date, amount, and a description of the issue.

5.3 Bonaogeto Limited will liaise with Paystack and the Venue Operator to investigate and resolve the dispute within 14 business days.

6. How to Request a Refund

For platform-level issues (billing errors, platform access disputes):

For tab balance and order refunds: contact your Venue Operator directly.

7. Changes to This Policy

Bonaogeto Limited reserves the right to update this Refund Policy at any time. Material changes will be communicated to Venue Operators via email with at least 14 days’ notice.