Refund & Cancellation Policy

1. Order Cancellation

You may cancel your order under the following conditions:

• Before Vendor Acceptance: Orders can be cancelled free of charge before the canteen vendor accepts the order
• Within 5 Minutes: Orders can be cancelled within 5 minutes of placement, even if accepted by the vendor (subject to vendor approval)
• After Preparation Begins: Once food preparation has started, cancellation may not be possible or may incur charges

To cancel an order, use the "Cancel Order" button in your order details page or contact the canteen vendor directly through the Platform.

2. Refund Process

Refunds will be processed according to the following timelines:

• Cancelled Orders: Refunds for successfully cancelled orders will be processed within 5-7 business days from the date of cancellation
• Quality Issues: If you receive food that does not meet quality standards, report it immediately through the app. Refunds will be processed after verification within 24-48 hours
• Failed Orders: If a vendor is unable to fulfill your order, refunds will be processed automatically after confirmation, typically within 24 hours
• Payment Failures: If payment was deducted but the order was not placed, refunds will be initiated automatically within 24-48 hours
• Vendor-Initiated Cancellations: Full refunds will be processed within 24-48 hours if a vendor cancels your order

Please note that the actual time for the refund to reflect in your account may vary depending on your bank or payment provider.

3. Refund Methods

Refunds will be credited to one of the following:

• Original Payment Method: Refunds will be credited to the same payment method used for placing the order (credit/debit card, UPI, net banking, etc.)
• Biiite Wallet: Upon request, refunds can be credited to your Biiite wallet for faster processing and use in future orders

For wallet refunds, the amount will be credited instantly and can be used for future orders on the Platform. For refunds to the original payment method, processing time depends on your bank or payment provider.

4. Non-refundable Cases

Refunds may not be available in the following circumstances:

• Partially Consumed Orders: Orders that have been partially or fully consumed cannot be refunded
• Completed Pickups: Orders that have been successfully picked up and marked as completed
• Late Cancellations: Cancellation requests made after food preparation has begun may not be eligible for refunds
• Special/Customized Orders: Custom-made or specially prepared items may not be eligible for refunds unless there is a quality issue
• No-Show Orders: Orders that were prepared and ready but not picked up within the specified time may not be refunded
• Change of Mind: Simple change of mind after order preparation has started is not a valid reason for refund

Each refund request is evaluated on a case-by-case basis. For exceptional circumstances, please contact our support team.

5. Contact Us

For refund-related queries or to request a refund, please contact us: