“Bitezo is a brand name and technology platform owned and operated by Tradenixis Ventures LLP, a Limited Liability Partnership registered under the Limited Liability Partnership Act, 2008, having its registered office in Maharashtra, India.”
This Refund & Cancellation Policy governs cancellations, refunds, and related matters for orders placed through the Bitezo platform.
1. General
Bitezo is a technology platform that enables customers to order food from independent restaurants. Refunds and cancellations are subject to this policy and applicable Indian laws.
2. Order Cancellation by Customer
Before Restaurant Acceptance
Customers may cancel an order without any cancellation charges before the restaurant has accepted and started preparing the order.
After Restaurant Acceptance
Once a restaurant accepts the order and food preparation has begun, cancellation requests are not be permitted.
If cancellation is approved under exceptional circumstances, applicable cancellation charges may be deducted from the refund amount.
3. Order Cancellation by Restaurant
A restaurant may cancel an order due to reasons including but not limited to:
• Item(s) unavailable
• Restaurant closed
• Technical issues
• Capacity constraints
• Force majeure events
In such cases, customers will receive a full refund for prepaid orders.
4. Order Cancellation by Bitezo
Bitezo reserves the right to cancel any order if:
• Fraudulent or suspicious activity is detected.
• Incorrect pricing or technical errors occur.
• Delivery location is outside the serviceable area.
• Customer information is incomplete or inaccurate.
• Safety concerns arise.
Eligible prepaid amounts will be refunded.
5. Refund Eligibility
Refunds may be granted in situations including:
• Order cancelled before preparation.
• Restaurant unable to fulfill the order.
• Duplicate payment.
• Payment deducted but order not confirmed.
• Missing items.
• Wrong items delivered.
• Significantly damaged or spilled food.
• Other verified service failures.
Refund approval remains at Bitezo's sole discretion after verification.
6. Non-Refundable Situations
Refunds may not be provided for:
• Change of mind after food preparation has begun.
• Minor taste or personal preference issues.
• Incorrect delivery address provided by the customer.
• Failure to receive the order due to customer unavailability.
• Delays caused by weather, traffic, government restrictions, or other circumstances beyond reasonable control.
7. Refund Method
Approved refunds will be processed through the original payment method used during the transaction whenever possible.
For Cash on Delivery (COD) orders, refunds may be processed through bank transfer, UPI, wallet, or another method determined by Bitezo after verification.
8. Refund Processing Time
Estimated refund timelines are:
• UPI: 3–5 business days
• Credit/Debit Cards: 5–10 business days
• Net Banking: 5–10 business days
• Wallet Payments: 1–5 business days
Actual processing time may vary depending on the customer's bank or payment provider.
9. Partial Refunds
Where appropriate, Bitezo may issue a partial refund instead of a full refund, including for:
• Missing items
• Incorrect quantities
• Quality issues affecting only part of the order
10. Customer Support
Refund or cancellation requests should be reported as soon as possible through the Bitezo application or customer support.
Customers may be asked to provide supporting evidence such as photographs, order details, or payment information.
11. Abuse of Refund Policy
Bitezo reserves the right to reject refund requests or suspend customer accounts if fraudulent claims, repeated misuse, or abuse of the refund process is detected.
12. Changes to this Policy
Bitezo may update this Refund & Cancellation Policy at any time. Updated versions will be published on the platform and become effective immediately upon publication.
