Refund and cancellation policy

In short

Every BiteSite order is paid for in advance. Because of that, refunds matter, and this page sets out exactly when one is issued, how it is issued, and how long it takes.

When the canteen cancels a paid order

A canteen may be unable to fulfil an order it has already accepted payment for — an ingredient runs out, equipment fails, or the outlet has to close early. Its staff can cancel the order from their queue.

Cancelling a paid order always issues a full refund of the amount you paid, to your original payment method, through Razorpay. You do not need to request it and you do not need to do anything. You are notified that the order was cancelled.

If money left your account but the order did not appear

Occasionally a payment succeeds at the gateway while the confirmation back to us fails, for example on a dropped connection. The order then shows as unpaid on our side even though you were charged.

Our system accepts confirmation from either the gateway's server-to-server notification or the response in your browser, whichever arrives first, so most of these reconcile automatically within minutes. Razorpay also auto-refunds payments that are never captured.

If neither happens, raise it through in-app Support with your payment reference and it will be investigated and refunded directly.

After preparation has started

Once an order moves into Preparing, you cannot cancel it yourself. The canteen has already committed ingredients and effort, and the food cannot be resold.

If something has genuinely gone wrong — the wrong item was prepared, an item you paid for was not included, or the order could not actually be fulfilled despite being accepted — raise it through Support. Canteen and administration staff can review it and issue a manual refund where it is warranted.

Orders that were never charged

An order that never completes payment — you abandon checkout, the payment fails, or the checkout window expires — is never sent to the kitchen and nothing is taken from your account. There is nothing to refund in that case. If your bank shows a pending authorisation, it is released by your bank without any action from us.

How refunds are paid, and how long they take

• Method. Refunds always go back to the original payment method. We cannot redirect a refund to a different card, UPI ID or bank account, and we do not issue cash or store credit.
• Amount. A cancelled paid order is refunded in full, including any taxes charged on it.
• Initiation. The refund is initiated with Razorpay immediately as part of the cancellation.
• Settlement. Money typically reaches your account within 5 to 7 business days, in line with Razorpay's standard refund timelines. How quickly it appears after that is controlled by your bank or UPI provider, not by BiteSite.

How to request a refund review

Use Support from your account at app.bitesite.in. Describe the order and what went wrong, and include the order reference shown on the order detail page. Raising it in-app matters: it attaches your request to the specific order, so canteen and administration staff can see the payment and its history alongside your message.

We aim to acknowledge refund requests promptly and to resolve them as quickly as the canteen can confirm what happened.

If you are not satisfied

If a refund request has not been resolved to your satisfaction, escalate it to our grievance officer:

Full contact routes are on our contact page. This policy should be read together with our terms of service.