Refund & Cancellation Policy

Because food on Biteloop is prepared fresh, on demand, by independent Providers, our refund and cancellation policy works differently from a typical retail return policy. Please read this before placing an order.

1. Cancelling an Order

You can cancel an order yourself only while it is still in Pending status — meaning the Provider has not yet confirmed it. Once a Provider accepts and confirms your order, they have committed to preparing it, and self-service cancellation is no longer available.

2. If a Provider Rejects Your Order

If a Provider rejects a Pending order, any payment already made for that order is automatically refunded to your original payment method.

3. After Confirmation

Once an order is Confirmed, cancellation is generally not possible since preparation may have already begun. If there is an exceptional circumstance, contact us and we will do our best to help, though a refund at that stage is not guaranteed.

4. Failed Payments

If a payment fails or is not completed, no order is placed. Any amount that appears to have been deducted in error during a failed transaction will be reversed by Razorpay to your original payment method as per their standard timelines.

5. Refund Timelines

Approved refunds are issued to your original payment method and processed by Razorpay. Actual credit timing depends on your bank or card issuer and Razorpay's standard refund processing timelines.

6. Quality Issues

If food you received was significantly different from what was ordered, or had a genuine quality or safety issue, contact us within 24 hours of delivery with details of your order. We'll review each case with the Provider involved.

7. How to Request a Refund

Reach out via our Contact Us page with your order ID and a description of the issue.