BYTOO Cancellation & Refund Policy
Effective Date: 01 July 2025
Last Updated: 01 July 2025
BYTOO ("we", "us", or "our") values your trust and is committed to providing a seamless food delivery experience. This Cancellation & Refund Policy outlines the terms and conditions under which you (the "User") may cancel your order and request a refund. Please read this policy carefully before placing an order through our platform.
1. General Terms
• This policy is applicable to all food orders placed through the BYTOO mobile application, website, or any affiliated platform.
• BYTOO acts as an intermediary between users, restaurants, and delivery partners. Certain elements of cancellation or refund eligibility may depend on the status of the order or the restaurants own policies.
2. Customer-Initiated Cancellations
2.1 Before Restaurant Acceptance
• If the restaurant has not yet accepted the order, you may cancel it through the app.
• You will receive a full refund of the order amount, including delivery charges and taxes.
2.2 After Restaurant Acceptance and Before Preparation
• If the order is accepted but food preparation has not yet begun, a cancellation request may be allowed.
• Refunds may be full or partial, depending on the restaurant’s discretion and costs already incurred (e.g., ingredient prep).
2.3 After Preparation Has Started
• Once the restaurant begins preparing the food, no cancellation will be permitted, and the full amount will be charged.
• Refunds will not be issued in these cases.
3. Restaurant or BYTOO-Initiated Cancellations
Your order may be cancelled by the restaurant or BYTOO due to:
• Item unavailability
• Restaurant unable to fulfill the order
• Order pricing errors
• Address outside delivery zones
• Weather or technical disruptions
In such cases:
• A full refund will be processed automatically.
• You will be notified via SMS, app notification, or email.
4. Delivery Failures and No-Show
• If our delivery partner is unable to reach you after multiple contact attempts (via call or messages) and is waiting beyond the maximum holding time at the delivery location, the order will be marked as undelivered due to customer unavailability.
• In such scenarios, no refund will be issued, as the food is considered perishable and prepared on-demand.
5. Refund Process and Timelines
• All refunds (full or partial) will be processed to the original payment method (credit/debit card, UPI, wallet, etc.).
• Standard refund timelines are 5–7 business days depending on the payment provider.
• For UPI or wallet transactions, refunds may reflect within 2–3 days.
• In case of delays, you can contact BYTOO Support with your order ID and payment reference.
6. Wallet and Promotional Refunds
• Refunds from promotional credits, cashback, or BYTOO wallet balances will be returned to your BYTOO Wallet and may not be withdrawn to your bank account.
• Offers and promotions are non-refundable unless specified otherwise.
• Any refund request for an order that was part of a combo or offer will be subject to specific terms of that offer.
7. Special Cases and Exceptions
Refunds may not be issued in the following cases:
• Minor delays in delivery due to traffic or external conditions
• Dissatisfaction with taste or portion size (unless item was damaged or incorrect)
• Spilled food due to customer mishandling
• Incorrect delivery address provided by the customer
8. Contacting Support for Disputes
If you believe your case deserves an exception or want to raise a dispute regarding a cancellation or refund, please reach out to our support team:
📧 Email: support@bytoo.in
📞 Phone: +91-9618176600.
📱 App Chat: Available 9 AM – 11 PM, all days
We strive to resolve disputes within 48 hours of receiving complete details.
9. Policy Changes
BYTOO reserves the right to revise, modify, or update this Cancellation & Refund Policy at any time. Such changes will be posted on our website/app and will be effective immediately upon publication. Continued use of our services constitutes acceptance of the updated policy.
10. Jurisdiction
This policy is governed by the laws of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana.
