It is the sole responsibility of the restaurant to refund guests.
Payments are NOT refunded automatically if a guest cancels. ALL refunds need to be actioned by the restaurant. Dineplan will not refund a guest on the restaurant's behalf.
Credit Card Refunds
Log into Dineplan with a user account which has permissions to refund. Locate the guests reservation, click to edit the booking and go to the Payments tab in the "Edit Reservation" view.
Click on the Orange Refund button in line with the payment that you would like to refund.
Enter the amount to be refunded, click refund and enter your name if required for the audit trail.
Please note the following with regards to refunds:
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The refund will show as from 'Dineplan' on the guest's bank statement.
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The date of the refund can be back dated to the date of the original transaction. The guest must please check their statement all the way back to the original transaction date.
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Refunds to a South African card usually take 3 business days to reflect, but can take up to 10 business days depending on the bank.
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Refunds to international cards can take up to 14 business days to reflect.
Proof of refunds will only be sent after 10 business days have elapsed since the date of the refund (14 business days for international cards).
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If the card holder believes that they have not received their refund, they need to enquire with their own bank and send them the proof that the refund has been made. Should the card holder's bank not recognise the refund, their response needs to be sent to Dineplan and Dineplan will then request Nedbank to investigate further.
EFT Refunds
Deposits paid by EFT need to be refunded directly back to the guest. They cannot be actioned through a Dineplan account.
Contact the guest to get their bank details, for the refund do an EFT payment to the guest for the amount required for the refund.