Refund Policy

1. Overview

We want you to be completely satisfied with your order. If you're not satisfied for any reason, please contact us immediately. Our refund policy is designed to be fair and transparent while considering the nature of food delivery services.

2. Eligibility for Refunds

2.1 Qualifying Circumstances

Refunds may be issued in the following situations:

• Order Cancellation: Orders cancelled within 5 minutes of confirmation and before food preparation begins
• Wrong Items Delivered: If you receive items different from what you ordered
• Missing Items: If parts of your order are missing
• Quality Issues: If the food is spoiled, contaminated, or inedible
• Late Delivery: If delivery exceeds the estimated time by more than 60 minutes (excluding force majeure events)
• Failed Delivery: If we are unable to deliver due to our error

2.2 Non-Qualifying Circumstances

Refunds will not be issued for:

• Change of mind after food preparation has begun
• Incorrect address provided by customer
• Customer unavailability at time of delivery
• Minor variations in food appearance or taste preferences
• Delays due to traffic, weather, or other circumstances beyond our control
• Partial consumption of the order

3. Refund Process

4. Refund Methods

Refunds are issued using the original payment method:

• Cash on Delivery: Refund via bank transfer or UPI
• UPI Payments: Refund to the same UPI ID
• Credit/Debit Cards: Refund to the same card
• Digital Wallets: Refund to the same wallet

5. Refund Timeline

Refund processing times vary by payment method:

• UPI Payments: 1-3 business days
• Credit/Debit Cards: 5-7 business days
• Bank Transfers: 3-5 business days
• Digital Wallets: 1-2 business days

6. Replacement Policy

In some cases, we may offer a replacement instead of a refund. Replacement deliveries:

• Will be scheduled for the earliest possible time
• May have additional delivery charges waived
• Require customer availability for delivery

7. Store Credit

Instead of a refund, you may choose to receive store credit. Store credit:

• Is valid for 6 months from issue date
• Can be used for any future order
• Is non-transferable and non-refundable

8. Cancellation Policy

8.1 Customer Cancellation

You may cancel your order:

• Within 5 minutes: Full refund (if before food preparation)
• After 5 minutes: 50% refund (if food preparation has just begun)
• After 15 minutes: No refund (food preparation completed)

8.2 Merchant Cancellation

We reserve the right to cancel orders due to:

• Unforeseen circumstances (equipment failure, power outage)
• Suspected fraudulent activity
• Delivery address outside our service area
• Inability to contact customer

In such cases, full refunds will be issued immediately.

9. Quality Issues

For food quality concerns:

• Contact us within 30 minutes of delivery
• Provide clear photos showing the issue
• Do not consume the affected items

10. Late Delivery Refunds

Late delivery refunds apply when:

• Delivery exceeds estimated time by more than 60 minutes
• Delay is due to our error (not traffic or weather)
• Customer contacts us before delivery is completed

Refund amount: 20% of order value or delivery charges waived.

11. Force Majeure

No refunds will be issued for delays or issues caused by:

• Natural disasters
• Government restrictions
• Civil unrest
• Pandemics or epidemics
• Other events beyond our control

12. Dispute Resolution

If you disagree with our refund decision:

• Contact our customer service manager at +91-8148450916
• Provide all relevant information and documentation
• Allow 48 hours for review and response

13. Policy Updates

We may update this Refund Policy periodically. Changes will be effective immediately upon posting on our website. Continued use of our services constitutes acceptance of the updated policy.

14. Contact Us

15. Legal Compliance

This Refund Policy complies with applicable Indian consumer protection laws, including the Consumer Protection Act, 2019. We are committed to resolving consumer complaints fairly and efficiently.

16. Grievance Redressal

If you are not satisfied with our resolution, you may contact our Grievance Officer:

Grievance Officer
Instabite Cloud Kitchen
Email: grievance@instabite.com
Phone: +91-8148450916