Refund policy

YesPlate app and website Effective 13 August 2026

Not happy with a YesPlate pass? Ask and you get your money back.

• 1-year pass — 30 days, all of it, any reason. No explanation, no conditions about how much you used it.
• 14-day pass — the statutory 14-day withdrawal right, less a proportionate amount for the days you actually had access.

You never have to give a reason and you never have to argue with anybody. The rest of this page explains why those two differ, how to ask, who actually sends the money, and the rights you have under EU law underneath both.

What you are buying

YesPlate is free to use. A free search shows the first five matching dishes and tells you how many more there are. A pass unlocks all of them, in every city we cover.

There are two passes, and both are a single payment for a fixed period:

Neither pass renews. There is no subscription, no recurring charge and nothing to cancel — when the period is up, access simply returns to the free five results and we do not charge you again. If you want to carry on, you buy another pass. We would rather sell you something that ends than something you have to remember to escape.

Prices are shown at checkout in your own currency and include any VAT or sales tax that applies where you are. The price you see is the price you pay.

Who takes the payment, and who refunds it

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

In plain terms: when you buy a pass, your contract for that purchase is with Paddle, not with us. Paddle takes the payment, issues the invoice, is responsible for the tax, and is the party that actually moves money back to your card when a refund is agreed. Depending on where you are, that is Paddle.com Market Ltd (30 Old Bailey, London EC4M 7AU, United Kingdom), Paddle.com Inc. (Astoria, New York) or Paddle.com (Canada) Ltd.

What that does not mean is that you are on your own with us. We write the refund policy — this one — and Paddle applies it. We answer for the product itself: whether a dish verdict is wrong, whether your access unlocked, whether something is broken. Email hello@yesplate.eu for any of that and you will reach a person rather than a queue.

The 1-year pass — 30 days, no questions

Ask within 30 days of the charge and you get a full refund. No explanation, no form, no conditions about how much you used it.

We mean the last part. There is no clause here that takes the guarantee away because you actually ran searches — using the thing you paid for is not a reason to be refused a refund on it. If YesPlate did not turn out to be worth the money, the searches you ran are exactly how you found that out.

We do not pro-rate this one. A refund inside those 30 days is the whole amount, not the eleven-twelfths you had not used yet.

The 14-day pass — 14 days, less the days you used

The 14-day pass gets the statutory right of withdrawal described in the next section: 14 days from purchase, no reason needed. What it does not get is the no-questions full refund above, and it is worth saying plainly why.

The pass lasts 14 days. The withdrawal window is also 14 days. So a full refund at the end of it would not be a refund — it would be the entire product, used from beginning to end, for nothing. A promise that can only ever be used that way is not a promise anybody can afford to keep, and we would rather set the short pass at a price that assumes people pay for it than pad the price to cover refunds nobody intended to need.

So on the 14-day pass we do what the law expressly allows (Art. 14(3) of the Consumer Rights Directive): we deduct a proportionate amount for the days you had access, and refund the rest.

The arithmetic is the price divided by 14, multiplied by the whole days you had access. Nothing is hidden in it and we will show you the sum if you ask.

Three things override that deduction entirely, and you get everything back:

• the pass never worked, or access did not unlock;
• you were charged twice, or charged for something you did not buy;
• we discontinued the service or removed what you paid for.

One limit on both

If the same person buys and refunds repeatedly, we will decline further refunds and may stop selling to them. That is aimed at somebody working the policy as a way of never paying for anything, and at nobody else. Asking for one refund, once, is not that.

Your statutory right to withdraw

If you are a consumer in the EU or EEA, you have a right to withdraw from the purchase within 14 days, without giving any reason, under the Consumer Rights Directive (2011/83/EU) as implemented in Bulgarian law. Consumers in the United Kingdom have the equivalent right under the Consumer Contracts Regulations 2013.

You keep this right even if you have already used YesPlate, and we will not ask you to sign it away at checkout.

That is worth stating plainly, because the opposite is common. Sellers of digital products routinely have you tick a box agreeing to immediate access and acknowledging that you lose the right to withdraw — an exception that Art. 16(m) of the directive allows for digital content. YesPlate is not digital content. It is a digital service: a database of menus that changes as restaurants change theirs, searched dynamically against the filter you chose and the city you are in. The Court of Justice confirmed in Sky Österreich Fernsehen (C‑234/25, 9 July 2026) that a dynamic offering of that kind is a service, that the Art. 16(m) exception must be read strictly and does not reach it, and that the consumer therefore keeps the full 14 days. So there is no waiver box in our checkout, because it would not be worth the pixels.

The law lets us deduct a proportionate amount for the days you had access before withdrawing (Art. 14(3)), and we treat the two passes differently on that point. On the 1-year pass we waive it — inside 30 days you get the whole amount back, which is more than the statutory right requires. On the 14-day pass we apply it, for the reason set out above. Either way you are told the number before anything is deducted.

To withdraw, any clear statement will do: the refund request described below is enough, and so is an email saying you are withdrawing. You do not need a form. We refund within 14 days of being told, using the same payment method you paid with.

How to ask for a refund

Any of these works. The first is usually fastest:

1. Through Paddle. Every purchase receipt Paddle emails you links to a buyer portal where you can request a refund directly. If you no longer have the receipt, Paddle's buyer support is at https://paddle.net.
2. Email us at hello@yesplate.eu. Tell us the email address you bought with — that is all we need to find the purchase. We will pass it to Paddle and confirm to you when it is done.

Either route reaches the same place. Do not worry about picking the right one.

What happens after a refund

Full access ends when the refund is processed, and your search results go back to the free first five. Nothing else changes: the app keeps working, your city and dietary filter stay where they were, and you can buy a pass again later if you want to.

The refund goes back to the card or account you paid from. Paddle processes it promptly; how quickly it appears is then up to your bank, which is typically a few working days and occasionally longer. If it has been more than ten working days and you cannot see it, email hello@yesplate.eu and we will chase Paddle for the confirmation.

We delete the account created for your purchase on request — see the privacy policy, section 8. The record that a transaction happened has to be kept for as long as tax and accounting law requires, and neither we nor Paddle can delete that part.

If something goes wrong with a payment

• You paid and access did not unlock. This is on us to fix, not you to pay for twice. Email hello@yesplate.eu with the address you bought with. If we cannot get you the access you paid for, you get a refund regardless of what the calendar says.
• You were charged twice. Tell us and we will refund the duplicate. The 30-day window is not relevant to a charge that should never have happened.
• You do not recognise a charge. Payments from us appear on statements under Paddle's name rather than YesPlate's, which is the usual reason a YesPlate charge looks unfamiliar. Email us before disputing it and we will identify it for you.

If we stop the service

We may change or discontinue YesPlate — the terms of use say so, and it would be dishonest to publish a refund policy that quietly implies otherwise. But if we stop it, or remove the paid features, while your pass still has time to run, we refund the unused part of what you paid, whether or not the 30 days have passed. You should not lose money because we changed our minds.

Please ask before a chargeback

If something is wrong, email hello@yesplate.eu. We would much rather refund you directly than have you go to your bank, and it is faster for you: a chargeback takes weeks and a refund takes minutes.

A chargeback also costs us a fee on top of the refunded amount and can get an email address blocked at the payment processor, which makes it harder to sell to you again if you ever want to come back. None of that is a threat — it is just the reason we would rather you wrote to us first. We do not have a "contact us before disputing" condition, and your right to dispute a charge with your bank is yours whatever we would prefer.

Complaints

If we get a refund wrong, tell us at hello@yesplate.eu and we will look at it again. If you are still unhappy, consumers may refer the dispute to the conciliation commissions of the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите), https://kzp.bg. If you live elsewhere in the EU, your local European Consumer Centre can help with a cross-border complaint.

Changes

We may update this policy. The version that applies to your purchase is the one that was published when you bought, not a later one — a refund promise that could be edited after the sale would not be a promise. The effective date above tells you which version you are reading.

Questions: hello@yesplate.eu