Cancellation & Refund Policy

All orders placed via Bitekia QR codes are transmitted directly to the kitchen of the respective restaurant. Because food preparation begins almost instantly, cancellations or modifications must be communicated directly to the restaurant staff or management.

Bitekia does not have the authority to halt food preparation or force a restaurant to accept a cancellation.

In the event that you require a refund due to verified poor food quality, incorrect orders, or excessive delays:

• The claim must be settled directly with the restaurant management before you leave the premises.
• The restaurant retains sole discretion over their individual refund and compensation policies.
• If a refund is granted by the restaurant via digital payment processing, it may take 5-7 business days to reflect in your original payment method, depending on the banking partner.

To protect our Restaurant Partners against fraudulent claims and abuse, Restaurants reserve the absolute right to deny refunds or compensation in the following scenarios:

• Taste & Preference: Claims based purely on subjective personal taste preferences when the item was prepared according to standard recipe.
• Consumed Items: Claims made after a significant portion of the food or beverage has already been consumed.
• Misconduct: Instances where a User is engaged in verbal abuse, harassment of restaurant staff, or attempting to deliberately exploit the platform for free meals.

In cases of severe user misconduct, Bitekia and the respective Restaurant Partner reserve the right to ban the user's account and device from accessing the platform.

Bitekia is committed to maintaining a safe, high-quality digital dining experience. While Restaurants operate independently, Users hold specific rights regarding severe service failures or misconduct:

• Severe Service Failure: If a restaurant fails to deliver an accepted order, or if the food served violates basic health and safety standards, the User is entitled to a full refund from the restaurant.
• Restaurant Misconduct: In the rare event of harassment, verbal abuse, or discriminatory behavior by restaurant staff, Users should immediately report the incident to local authorities if necessary, and file a formal grievance with Bitekia.
• Platform Escalation: While Bitekia cannot physically process the refund, we actively monitor Restaurant Partner conduct. If a restaurant receives repeated verified complaints regarding service refusal or misconduct, Bitekia reserves the right to suspend or permanently terminate the restaurant's access to the platform.

Bitekia holds zero liability for financial disputes between diners and restaurant partners. If you suspect fraudulent activity regarding the digital payment gateway, please contact your respective bank or the payment provider (e.g., Razorpay, UPI provider) directly.