1. Cancellation and Refund Policy

• 24-Hour Cancellation Policy: You may cancel your reservation within 1 hour of booking for a full refund. After this period, cancellations made within 24 hours will be eligible for a 70% refund, with 30% covering administrative and processing fees. Cancellations made after 24 hours are non-refundable.
• Late Cancellation Refunds: For cancellations made between 12 and 24 hours before the reservation, a 50% refund will be issued. Cancellations made less than 12 hours before the reservation will not be eligible for a refund.
• Refund Method and Timing: Refunds will be processed to your original payment method within 5-7 business days after confirmation of the cancellation.
• Emergency Exceptions: In the event of unforeseen emergencies, such as medical incidents, family emergencies, severe weather, or travel disruptions, you may request a refund review. DineMate will assess the situation at its discretion. Supporting documentation may be required.
• Non-Refundable Scenarios: No refunds will be issued for no-shows or if the restaurant has begun preparing the meal prior to cancellation.

2. Dispute Resolution Process

1. Initial Contact: If you have a dispute regarding a payment, refund, or any other service, contact DineMate customer support within 30 days of the incident at [Team@mydinemate.com]. Please include your full name, details of the dispute, and any relevant documentation.
2. Internal Review: Upon receiving your dispute, DineMate will conduct an internal review and respond within 10 business days. Additional documentation may be requested during the review process.
3. Mediation and Arbitration: If the dispute is not resolved through internal review, both parties agree to pursue mediation. DineMate will select a neutral mediator, and both parties will share the mediation cost. If mediation fails, the dispute will be resolved through binding arbitration in accordance with the American Arbitration Association’s rules. Both parties agree that arbitration will be the exclusive remedy for all disputes.
4. Binding Arbitration: By using DineMate, you agree to waive the right to a trial by jury or to participate in a class action. Arbitration decisions are final and binding and may be entered as a judgment in any court of competent jurisdiction.
5. Jurisdiction and Governing Law: These terms are governed by the laws of Maryland without regard to conflict of law principles. Disputes will be resolved in the courts of Maryland, except for those disputes subject to arbitration.
6. Exceptions: Disputes involving small claims court or intellectual property rights may be handled outside of arbitration, at DineMate’s discretion.

Important Notes:

• Documentation: Retain all transaction and communication records related to your reservation.
• Finality of Arbitration: The decision reached through arbitration will be final, with no further appeals permitted.

3. Chargebacks

1. Chargeback Process: A chargeback occurs when a user disputes a charge with their payment provider. We encourage you to contact DineMate support at [Team@mydinemate.com] before initiating a chargeback to resolve the issue quickly.
2. Resolution Before Chargebacks: Users agree to attempt to resolve payment disputes with DineMate support before filing a chargeback. Filing a chargeback without first contacting DineMate may be considered a violation of our terms.
3. Fraudulent or Abusive Chargebacks: If a chargeback is found to be fraudulent or unwarranted, DineMate reserves the right to:
   • Suspend or terminate the user’s account.
   • Recover any fees or losses incurred due to the chargeback.
   • Pursue legal action or collection of the owed amount.
   • Penalties for Abusive Chargebacks: Filing two or more fraudulent chargebacks may result in a permanent account ban and legal action.
4. Documentation and Investigation: During a chargeback investigation, DineMate will provide proof of service and other documentation to the payment provider.
5. Chargeback Time Limits: Chargebacks must be filed within 60 days of the transaction. Late chargebacks may not be honored, depending on payment provider policies.
6. Service Fees: Any fees associated with chargebacks, including administrative and payment provider fees, may be deducted from any refund. If the chargeback is deemed invalid, the user may be responsible for these fees.
7. Account Suspension: Initiating a chargeback may result in temporary suspension of your DineMate account until the dispute is resolved. Repeat offenders may have their accounts permanently closed.
8. Final Decisions: DineMate will abide by the payment provider’s final decision regarding the chargeback.
9. Refund Requests vs. Chargebacks: Refunds should be requested through DineMate’s refund process rather than through chargebacks. Contact our support team directly for refund inquiries.

4. Additional Considerations

• Class Action Waiver: By agreeing to these terms, you waive the right to file or participate in any class action lawsuit.
• Attorney Fees: Each party is responsible for their own attorney fees and legal costs, regardless of the dispute outcome.