This document explains when and how a payment made through the masaqr platform is refunded. It is a binding text — by completing an order you confirm that you have read these terms. The Azerbaijani version is the operative one in case of any discrepancy.

1. Parties and definitions

The following terms are used throughout this document:

Platform / masaqr — the QR table-ordering and payment software operated by masaqr MMC, together with the masaqr.az website.
Venue — the restaurant, café or other hospitality business using masaqr at its tables; the seller of the food and service ordered.
Guest — the individual who scans the QR code at the table, places the order and pays.
Order — a specific order placed by the Guest with the Venue through the masaqr interface, and its corresponding payment.

2. The role of masaqr

masaqr is a technical platform: it provides the software that captures the order, routes it to the kitchen and initiates payment. The Venue is the seller — it is responsible for preparing the food, its quality, composition, service and price. The sale itself is a contract between the Guest and the Venue.

Accordingly, the substantive grounds for a refund are set by the Venue, while masaqr handles intake, routing and technical execution of the request. Section 6 sets out that split step by step.

3. Who sets the refund terms

Each Venue sets its own refund terms independently — the time window, the refundable amount and the accepted grounds may differ from venue to venue.

4. Grounds for a refund

Regardless of a Venue’s own terms, the following count as grounds for a refund, because they concern an order that was not delivered or a technical failure:

Order not delivered — payment went through but the Venue never served the order.
Wrong item served — what was served differs from what was ordered and the Guest declines it.
Duplicate charge — the amount was debited twice or more for the same order.
Amount mismatch — the amount debited exceeds the total on the receipt.
Technical failure — the payment appeared to succeed but the order never reached the system; or the payment was left incomplete while the amount stayed blocked.
Cancelled order — the Venue cancelled the order before preparation began.

5. What is not refundable

In the following cases a refund is possible only with the Venue’s agreement and does not arise automatically:

The food was consumed in whole or in part and the quality complaint was raised only afterwards.
Change of mind — the order was prepared and served correctly, but the Guest no longer wants it.
The Guest selected the wrong customisation (for example, an extra or a removal chosen in error).
Service charge and voluntary tips — refunding these is the Venue’s decision.
Allergen information was displayed in the interface but not taken into account. Responsibility for the accuracy of allergen data rests with the Venue.

6. How to file a request, and timelines

A refund request is received by masaqr and approved by the Venue. The steps:

Send the request. Email: info@masaqr.az · Phone/WhatsApp: +994103339637. Include the receipt number, order date and time, amount, Venue name, table number and the reason. A photo (for example, of a wrong dish) speeds the request up.
masaqr receives and verifies — within 1 business day the technical record of the transaction is checked (payment status, duplicate debit, whether the order reached the system) and the request is forwarded to the Venue.
The Venue decides — within 3 business days. If the Venue does not respond within that window, technical-failure and duplicate-charge cases are resolved by masaqr on the basis of our own technical records.
The refund is processed. Once approved, when the amount appears on your card account depends on your bank and the card type: typically 5–30 business days. Delays at this stage are outside masaqr’s control.

7. Refund method

The amount is refunded only to the original payment instrument — to the same card the payment was made with. Payments made with Apple Pay or Google Pay are refunded to the card account linked to that wallet.

masaqr does not issue cash refunds.
No transfer is made to another person’s card or to a different account.
If the card is closed or expired, the refund is processed by the bank — you may need to contact your own bank in that case.

8. Partial refunds and split bills

If only part of the order is affected, the refund covers the amount of that item — the rest of the order stands.

If the bill was split between several Guests, the refund is executed per participant’s own share, to that participant’s own card. Refunding one share does not affect anyone else’s payment.

9. Fees and charges

The refund is calculated on the final amount shown on the receipt. Currency-conversion differences or card fees applied by your bank are outside masaqr’s control and may make the credited amount differ.

10. Disputes

If your request is refused, or you disagree with the response:

First ask for a re-review through the same channel — the request is escalated to the Venue’s management.
Your chargeback right on the card transaction is preserved: you may contact your own bank.
You retain the right to complain to the competent consumer-protection authority.
Unresolved disputes are handled under the legislation of the Republic of Azerbaijan.

11. Company details and contact

Legal name: masaqr MMC
Tax ID (VÖEN): 1806305972
Email: info@masaqr.az
Phone: +994103339637

12. Changes to these terms

masaqr may update these terms. The revision date is shown at the top of the page. The version in force at the time of the order applies to that order — subsequent changes are not applied retroactively.

Refund policy