"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."
Welcome to Bitezo ("Bitezo", "Platform", "Website", "App", "we", "our", or "us"), operated by Tradenixis Ventures LLP.
These Customer Terms & Conditions ("Terms") govern your use of the Bitezo website, mobile application, and all related services. By accessing, registering, browsing, or placing an order through Bitezo, you agree to comply with these Terms.
If you do not agree with these Terms, please discontinue the use of our Platform.
Bitezo is an online technology platform that connects customers with independent restaurants and delivery partners for ordering food and related products.
2. Eligibility
To use Bitezo, you must:
• Be at least 18 years of age, or use the Platform under the supervision of a parent or legal guardian.
• Have the legal capacity to enter into a binding contract under Indian law.
• Provide accurate and complete information.
• Use the Platform only for lawful purposes.
3. Account Creation
Customers may create an account using a valid mobile number and any additional information requested.
You agree to:
• Provide true, accurate, and updated information.
• Maintain the confidentiality of your login credentials.
• Accept responsibility for all activities conducted through your account.
• Notify Bitezo immediately of any unauthorized access.
Bitezo reserves the right to suspend or permanently terminate accounts created using false, misleading, or fraudulent information.
4. OTP Verification
For security purposes, Bitezo may verify your identity using a One-Time Password (OTP). OTP verification may be required during:
• Registration
• Login
• Password reset
• Mobile number update
• Order confirmation (where applicable)
Customers are responsible for maintaining the confidentiality of OTPs.
Never share your OTP with anyone. Bitezo employees will never ask for your OTP.
Bitezo shall not be responsible for any unauthorized activity resulting from disclosure of OTPs.
5. Guest Checkout
Customers may place orders without creating an account, subject to availability. Guest Checkout users must provide:
• Full Name
• Mobile Number
• Delivery Address
• Payment details (if applicable)
Guest users understand that:
• Order history may not be saved.
• Loyalty benefits and promotional offers may not apply.
• Certain features may only be available to registered users.
Bitezo may require OTP verification before processing guest orders.
6. Orders
Orders placed through Bitezo constitute a request to purchase food from the selected restaurant.
Customers are responsible for:
• Reviewing order details before confirming.
• Providing accurate delivery information.
• Ensuring availability to receive the order.
Incorrect addresses or contact details may result in delayed delivery or cancellation.
7. Order Acceptance
An order is considered accepted only after the restaurant confirms its ability to prepare the order.
Restaurants may reject orders due to:
• Item unavailability
• Operational issues
• Restaurant closure
• Capacity constraints
• Technical issues
If an order is rejected after payment, the applicable refund will be processed in accordance with our Refund Policy.
8. Restaurant Availability
Restaurant operating hours, menu availability, and delivery zones are determined solely by each restaurant.
Bitezo does not guarantee:
• Continuous restaurant availability
• Availability of all menu items
• Acceptance of every order
Restaurants may temporarily suspend operations without prior notice.
9. Cancellation Rules
Customers may request cancellation before the restaurant begins preparing the order. Once food preparation has commenced, cancellation requests may not be accepted. Orders may also be cancelled by Bitezo or the restaurant due to:
• Restaurant closure
• Product unavailability
• Safety concerns
• Suspected fraud
• Delivery impossibility
• Force majeure events
Approved refunds will be processed according to the Refund Policy.
10. Delivery Time
Estimated delivery times displayed on the Platform are approximate and provided for convenience only.
Delivery times may vary due to:
• Traffic conditions
• Weather
• Restaurant preparation time
• Rider availability
• Local events
• Technical issues
Bitezo does not guarantee delivery within the estimated timeframe.
11. Pricing
All prices displayed are provided by the restaurant unless otherwise stated.
Prices may change without prior notice.
The total payable amount will be shown before order confirmation.
11.1 Restaurant Prices
Restaurants independently determine menu prices.
Prices available on Bitezo may differ from prices charged at the restaurant's physical outlet.
Bitezo is not responsible for such pricing differences.
11.2 Delivery Fee Delivery
Fees vary depending on factors including:
• Distance
• Location
• Restaurant
• Order value
• Demand conditions
Applicable delivery charges are displayed during checkout.
11.3 Service Fee
Bitezo charges a platform service fee to support operational and technological services. This fee is non-refundable except where required by law.
11.4 Taxes
Applicable Goods and Services Tax (GST) and any other statutory taxes shall be charged in accordance with Indian laws.
Customers agree to pay all applicable taxes included in the final invoice.
12. Payments
Customers may pay using payment methods made available on the Platform. Payment options may vary by location.
12.1 Online Payment
Bitezo supports secure online payments through authorized payment gateway. Customers authorize the payment gateway to debit the applicable amount. Bitezo does not store complete debit or credit card information.
12.2 Cash on Delivery (COD)
Cash on Delivery may be available for selected restaurants or locations.
Customers must pay the exact order amount upon delivery.
Repeated refusal of COD orders may result in suspension or restriction of the customer's account.
12.3 Failed Transactions
If a payment fails:
• The order may not be confirmed.
• Customers should verify with their bank before retrying.
• Amounts debited but not successfully processed are generally reversed by the payment provider or bank.
Customers may contact Bitezo Support if assistance is required.
12.4 Refund Timeline
Where refunds are approved:
• UPI Wallets: Typically 1–3 business days
• Credit/Debit Cards: Typically 5–10 business days
• Net Banking: Typically 5–10 business days
• Other payment methods: Subject to the payment provider's processing timelines
Actual timelines may vary depending on the issuing bank or payment gateway.
13. Customer Behaviour
Customers are expected to behave respectfully while using the Platform.
Users must not engage in any unlawful, abusive, threatening, discriminatory, or offensive conduct towards restaurants, delivery partners, customer support staff, or other users.
13.1 Misuse
Customers shall not:
• Attempt unauthorized access to the Platform.
• Interfere with Platform operations.
• Use automated bots or scripts.
• Exploit software vulnerabilities.
• Circumvent security measures.
13.2 Fake Orders
Customers shall not place:
• Fake orders
• Test orders without authorization
• Prank orders
• Orders with false delivery information
Bitezo reserves the right to permanently suspend accounts involved in such activities.
13.3 Abuse of Riders
Customers shall not:
• Threaten riders
• Abuse riders verbally or physically
• Demand unauthorized services
• Refuse payment where applicable
• Request riders to perform illegal acts
Serious incidents may be reported to law enforcement authorities.
13.4 Fraud
Any fraudulent activity, including but not limited to:
• Payment fraud
• Coupon abuse
• Identity theft
• Chargeback fraud
• Multiple fake accounts
• Misrepresentation
may result in immediate suspension, cancellation of orders, legal action, and reporting to relevant authorities.
14. Liability
Bitezo operates solely as a technology platform facilitating food ordering and delivery services.
Accordingly:
• Bitezo does not prepare, cook, package, or manufacture food.
• Bitezo does not guarantee the taste, quality, ingredients, portion size, freshness, hygiene, or nutritional value of food.
• Bitezo is not responsible for food allergies, dietary restrictions, or ingredient related concerns.
Customers should contact the restaurant directly regarding food preparation or ingredient-related questions before placing an order.
To the fullest extent permitted by law, Bitezo's liability shall be limited to the amount paid by the customer for the relevant order.
Restaurant Responsibility
Each restaurant is solely responsible for:
• Food quality
• Food safety
• Hygiene standards
• Packaging
• Ingredients
• Food preparation
• Compliance with FSSAI and applicable food safety laws
Any complaints relating to food quality shall primarily be addressed by the restaurant.
15. Governing Law
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Republic of India.
Any disputes arising from the use of the Platform shall be subject to the exclusive jurisdiction of the competent courts in Navi Mumbai, Maharashtra, unless otherwise required by applicable law.
16. Changes to These Terms
Bitezo reserves the right to modify or update these Terms & Conditions at any time. Updated Terms shall become effective immediately upon publication on the Platform. Continued use of Bitezo after such updates constitutes acceptance of the revised Terms.
17. Contact Us
For any questions, concerns, or complaints regarding these Terms & Conditions, customers may contact Bitezo Customer Support through the contact details provided on the Platform.
