At Indian Bite, we aim to ensure a smooth and reliable food ordering experience for all customers. This Cancellation Policy explains the terms under which orders may be cancelled.
1. Introduction & Platform Role Indian Bite operates as a technology platform that connects users with independent restaurants.
We facilitate the ordering and delivery process but are not a party to the contract of sale between you and the restaurant.
The restaurant is solely responsible for the food quality, preparation, packaging, and accuracy of your order.
Indian Bite is not liable for any acts or omissions of restaurant or its delivery partners.
2. Order Cancellation Policy by Customer :
. We understand that sometimes plans change. Our cancellation policy is designed to be fair to both our customers and our restaurant partners.
· A. Free Cancellation Window: You may cancel your order without any charge within 1 minutes of placing it. This allows for any accidental orders or immediate changes of mind.
· B. Post-Confirmation Cancellation: Once the restaurant accepts and confirms your order (typically after the 1-minute window), a cancellation request will be subject to the following:
· If the restaurant has not yet started preparation, we will process a full refund (pre-paid) or cancel the order (COD).
· If the restaurant has started preparation ("Cooking"), a cancellation will incur a minimum 30% processing fee. The deducted amount covers the cost of ingredients and resources already used by the restaurant.
· C. Non-Cancellable Orders:
· Discounted/Promotional Orders: Any order placed using a promotional code, special discount, or part of a sale cannot be cancelled once placed. These are final sale orders.
· Out for Delivery: Orders that have been dispatched and are "Out for Delivery" cannot be cancelled under any circumstances.
· Custom/Special Request Orders: Orders with specific customizations requested by the user are final and cannot be cancelled.
3. Policy for Incorrect, Missing, or Poor Quality Food :
. Indian Bite acts as an intermediary. Therefore, any issues related to the food itself (e.g., wrong item, missing item, poor quality, spoilage, Packing) must be resolved directly with the responsible restaurant.
· A. Direct Restaurant Resolution: Our app provides a direct communication channel to the restaurant for such grievances. Upon delivery, if you identify any issue:
1. Do not consume the affected item :
2. Immediately contact the restaurant directly through your order page in the Indian Bite app within 30 minutes of delivery.
3. Provide clear photographs/videos of the issue as evidence.
· B. Indian Bite's Facilitative Role: Our customer support team can facilitate the conversation between you and the restaurant. However, the decision to provide a refund, replacement, or credit rests solely .
· C. Timely Reporting: Claims reported beyond 30 minutes of delivery, or without evidence, may not be entertained by the restaurant.
4. Delivery Timelines Indian Bite and its partner restaurants provide anEstimated Delivery Time (EDT) for your convenience. This is an estimate and not a guaranteed time.
· Traffic and External Factors: The delivery time may be affected by external factors beyond our control, including but not limited to: traffic conditions, weather, road closures, and others.
· No Refunds for Delays: Delays in delivery arising from such external factors do not qualify for order cancellation or any refund. We appreciate your patience and understanding in such situations.
5. Refund Policy :
· A. Eligibility: Refunds are only applicable for pre-paid orders and are subject to the clauses in Sections 2 and 3.
· B Processing: Eligible refunds will be processed to the original source of payment within 7-10 business days. Alternatively, the restaurant may offer refunds as Indian Bite wallet credit for future use.
· C Non-Eligibility: Refunds are not provided for:
· Change of mind after the free cancellation window.
· Orders not cancelled before being marked "Out for Delivery".
· Discounted or promotional orders.
· Delays in delivery due to traffic or other external factors.
· Minor variations in food taste or appearance versus expectation.
· Issues not reported within the stipulated 30-minute timeframe.
6. Limitation of Liability:
. Indian Bite is a technology platform provider. Indian Bite shall not be held liable or responsible for any loss, damage, or deficiency (monetary or otherwise) arising from or related to:
· The quality, safety, or accuracy of the food prepared by the restaurant.
· Any delay in delivery due to traffic, weather, or other force majeure events.
· The actions, omissions, or negligence of the restaurant partner.
· Any dispute between a user and a restaurant.
.Please doubble - check your order and address details . order are non-Refundable once placed.
. By using the Indian Bite platform, you acknowledge and agree that your contract for the food supply is with the restaurant from which you order and that Indian Bite is not a party to that contract.
7. How to Contact a Restaurant for Food Issues:
1. Go to "My Orders" in the app.
2. Select the relevant order.
3. Click on "Help" or "Get Help with Order".
4. Choose the specific issue (e.g., "Wrong Item Received).
5. You will be connected directly to the restaurant for resolution.
For all other platform-related issues (app errors, payment failures, etc.), please contact Indian Bite Support.
6. Contact Us :
For cancellation-related queries, contact:
📧 support@indianbite.co.in
📍 Ground Floor, 1st and 2nd Floor, A - 24/9, Mohan Co-operative. Industrial Estate, Mathura Road, Saidabad Mohan C, Block B-1, Mohan Cooperative Industrial Estate, Badarpur, New Delhi, 110044.
