Refunds & Cancellation

Last updated: 25 October 2026

This page explains when money is refunded – for AVA's own subscription and fees, and for the payments guests make to restaurants through AVA. It is part of the Terms of Service.

1. AVA's subscription

The subscription is paid in advance for each 30-day period. A period that has started is not refunded, in whole or in part – including when you cancel, change plan or close your restaurant down during it.
The first month of a restaurant's first subscription is free, so nothing is charged for it and there is nothing to refund. Cancelling during it costs no subscription fee – see section 2. A restaurant that has had an AVA subscription before, or already used AVA free of charge, pays its first period as usual (Terms, section 4).

2. Cancelling: two months' notice

Cancelling takes two months' notice. Your subscription ends two months after the day you cancel, and those two months are billed at your current plan's price. If you want it to end sooner, or it is ended because you stopped paying, the fees for the rest of the notice period – up to two monthly fees at your current plan's price – are due at once and are not refunded.

During the free first month there is no notice to give: cancelling ends the subscription when the free month ends, with no subscription fee. AVA's fee on guest payments taken until then is still invoiced.

3. AVA's fee on guest payments

If a guest's payment is refunded in full after AVA's fee on it was invoiced, the fee is credited back on your next invoice, shown as its own line.
If a payment is refunded only in part, the fee is not changed: it was earned on the money moved when it was moved.
A card that is only saved, and never charged, costs nothing in the first place.

4. Mistakes on our side

If we charged you wrongly – twice, or the wrong amount – we refund or credit the difference as soon as we find it or you tell us. Write to ava@avareservations.com with the invoice number.

5. Guests: deposits, prepayments, no-show fees and gift cards

These payments go straight to the restaurant's own Stripe account; AVA never holds them. Whether and how they are refunded is the restaurant's rule, shown to the guest before paying.
Guests asking for a refund should contact the restaurant. Restaurants refund in Stripe; AVA sees the refund and updates the booking or cancels the gift card by itself.
A refunded gift-card order cancels every card in that order.

6. How refunds arrive

Refunds and credits go back to the payment method that was charged. Stripe usually shows them within 5–10 working days, depending on the bank.