Refund & Cancellation Policy

1. Customer Cancellation

A customer may request cancellation of an order through the Vinsta platform.

Cancellation is permitted free of charge only before the restaurant has accepted the order. Once the restaurant has accepted the order and begun preparation, cancellation may no longer be possible or may attract a partial charge to cover preparation costs already incurred.

2. Restaurant Cancellation

A restaurant may be unable to fulfil an order — for example where an item is unavailable or the kitchen is unable to accept further orders.

Where an order is cancelled by the restaurant, the amount paid is eligible for a refund in accordance with this policy.

3. Delivery Cancellation

Where an order cannot be delivered for reasons attributable to the delivery process, the order is reviewed and handled under this policy.

4. Order Preparation Status

Cancellation eligibility depends on the order's preparation status at the time of the request. Once a restaurant has accepted and begun preparing an order, cancellation may no longer be available or may attract a partial charge. The Vinsta app displays the current order status in real time.

5. Incorrect Order

If an order is delivered incorrectly, the issue should be raised through the Vinsta platform's support option so it can be reviewed.

6. Missing Items

If part of an order is missing on delivery, the issue should be raised through the Vinsta platform's support option. Eligible cases are resolved in accordance with this policy.

7. Damaged or Unacceptable Food

If food arrives damaged or in an unacceptable condition, the issue must be raised through the Vinsta platform within 30 minutes of delivery. Issues raised after this window may not be eligible for a refund.

8. Failed Delivery

Where a delivery cannot be completed because the customer was unreachable or unavailable at the delivery address, the order is not eligible for a refund. Where the failure is attributable to the delivery partner, the order is reviewed and an appropriate resolution is offered.

9. Payment Failure

If a payment fails but an amount has been debited from your account, the amount is generally reversed automatically by your payment provider or bank within 5–7 business days. If the reversal does not occur within this period, please contact us with your transaction reference.

10. Duplicate Payment

If an amount is debited more than once for the same order, the duplicate amount is eligible for refund once verified.

11. Refund Eligibility

Refund eligibility is assessed against the circumstances of the order, including its status at the time the issue was raised and the nature of the issue. Refunds are not available for orders that were correctly delivered and match the order placed, or for issues raised beyond the applicable time window.

12. Refund Processing

Approved refunds are returned to the original payment method unless another method is agreed. Refunds are typically processed within 5–7 business days from the date of approval. The time for the amount to appear in your account depends on your payment provider or bank.

13. Cash on Delivery

Where an order was paid in cash on delivery, refunds are issued via bank transfer or UPI to the customer's registered account. To initiate a cash-on-delivery refund, contact us through the Vinsta platform with your order details.

14. Digital Payments

Refunds for digital payments (UPI, cards, net banking, wallets) are returned to the original payment instrument through the payment provider. The amount typically appears within 5–7 business days, though timelines may vary depending on the provider and the customer's bank.

15. Contact

Questions about a refund or cancellation should be raised through the Vinsta app or by emailing Support@beebit.co.in with your order details.