Last updated 29 October 2026
Refund, cancellation and delivery policy
About VUNO and what we sell
Digilab Innovations Limited operates VUNO, a QR-code digital menu platform for restaurants and food businesses in Zambia. Restaurants publish and update their menus, and diners browse them on their phones for free. We sell a software subscription to businesses: the Starter plan is K300 per month or K3,300 per year per branch, additional branches are K270 per month each, and extra TV screens are K150 per month each. Extra VUNO sticks are K600 per stick. VUNO doesn't supply TVs. You use your own TV and plug in your VUNO stick. One stick per TV. Optional A5 QR stands cost K55 (Acrylic A5) or K35 (Plastic A5) per stand. Or download your QR code for free and print or use your own stands. VUNO does not charge diners.
How you pay
Subscriptions are paid in advance by mobile money (MTN, Airtel or Zamtel) or card through Lenco, a payment service provided by Broadpay Zambia Limited. Bank transfer is available on request for multi-branch accounts only. You enter your card or mobile money details in Lenco's secure payment window. VUNO does not see or store your card number or mobile money PIN. We keep a record of each payment (amount, date and payment reference) so we can activate your account and support you. Subscriptions do not renew automatically; they continue only when you make the next payment. After a paid period's due date you have a grace period of 3 days to pay before your account is paused. We never take money from your card or mobile money account automatically.
Delivery of the service
VUNO is a digital service and nothing is shipped for a subscription. Your account is activated as soon as your payment is confirmed, usually within minutes. Mobile money payments need the account holder to approve the request on their phone, and confirmation can take longer on a slow network. Menu setup for new restaurants is usually done within one business day. If your payment went through but your account is not active within 24 hours, contact us and we will fix it or refund you in full.
Free trial
The Starter plan has a 14-day free trial with no cost and no setup fees. You can stop at any time during the trial and you will not be charged. Your business's first VUNO stick is free, once per business, during the 14-day trial. It remains the property of VUNO until you subscribe and pay, and becomes yours to keep only then. Every other VUNO stick is K600. If you subscribe, you keep your menu, and your VUNO stick is yours to keep once you have paid. If you don't, you have a grace period of 3 days to pay. After that your account is paused: your menu, dashboard and VUNO Screens stop working, and so does the VUNO stick. We keep your data for 30 days and you can reactivate by paying during that time. Trial stands and the trial VUNO stick are handled as set out in section 9 of our Terms of Service and on your signed Stand Handover Form.
Cancellation
You can cancel at any time by contacting us on WhatsApp or email. For a monthly plan you keep access until the end of the month you have paid for and you will not be charged again. For an annual plan you keep access until the end of the year you have paid for. Cancelling stops future payments only.
Refunds
Because every new customer can try VUNO free first, subscription payments are not refundable once your account is active, except in the cases listed below. Annual plans are paid for a full year in advance and are not refunded if you cancel or stop using VUNO part-way through the year, except in the cases listed below. These cases are: we charged you twice or charged the wrong amount (we refund the difference in full); your payment succeeded but we could not activate your account within 24 hours (we activate it or refund you in full); your menu was unavailable for more than 24 hours because of a fault on our side (we will credit your next month; this does not apply to problems outside our control such as your own internet connection, power cuts, mobile network or payment-provider outages). To claim an outage credit, message us on WhatsApp or email within 14 days of the outage with your shop name and the date and time the menu was unavailable. We check it against our records, and if it is confirmed we add the days affected to your paid period, or credit them to your next payment, and confirm by message. The remaining cases are: VUNO ends the agreement for any reason on 30 days' notice under the Terms of Service (we refund fees prepaid for the unused part of the period); or the law requires a refund. To ask for a refund, contact us within 30 days of the payment and quote the payment reference or receipt. Approved refunds are sent only to the same mobile money number or card you paid with, within 14 days. This protects you and us against fraud and money laundering. If that number or card is lost, closed or can no longer receive money, first try to recover it, for example by replacing the SIM with your network provider under the same name. If that is not possible, contact us: we may ask for proof that the number or card belongs to the account holder or your business (for example an ID or the business registration) before paying a refund to another account in the same business's or account holder's name. We never refund in cash or to an unrelated third party. Card refunds may take longer to show on your statement, depending on your bank.
Returns (QR stands and other physical items)
QR stands lent to you during the free trial remain the property of Digilab Innovations Limited until you subscribe and pay. Trial stands and the trial VUNO stick are handled as set out in section 9 of our Terms of Service and on your signed Stand Handover Form. Your business's first trial VUNO stick becomes yours to keep only if you subscribe when the trial ends. Check them when you receive them. If a stand is damaged or faulty, tell us within 7 days and we will replace it free of charge. Stands in good condition are not returnable for a refund.
Security and privacy
We keep the information you give us secure and do not share it except to process your payment, provide the service or comply with the law. We never ask you for your card PIN or mobile money PIN. Read our privacy notice for more.
Customer service
Contact us on WhatsApp or by phone on +260 779 686 657, by email at hello@vunomenu.com, or through our contact page. We reply to every enquiry or complaint within one business day (Monday to Friday, excluding public holidays).
Governing law and changes
This policy is governed by the laws of the Republic of Zambia. We may update it and will give reasonable notice of material changes.
Contact
Questions about this policy can be sent through our contact page. You can also read our terms of service and privacy notice.