Refund & cancellation policy

1. Cancelling a food order

• While your order is still new (the restaurant has not accepted it yet), you can cancel it yourself from the order tracking page. Nothing is charged.
• Once the restaurant has accepted the order, it may already be cooking. Please call the restaurant using the number on its page. Whether a late cancellation is allowed is up to the restaurant.
• If you cancel orders again and again, or do not take delivery of orders, the restaurant or Biteqo may block your number.

2. When the restaurant cancels

A restaurant may reject or cancel an order, for example when an item is sold out, the kitchen is closing or your address is outside its delivery area. You will see this on the tracking page. If you had already paid the restaurant by UPI, the restaurant must return the full amount to you.

3. Refunds for food orders

• Payment goes directly to the restaurant, so the restaurant gives the refund, normally to the same UPI ID or account you paid from.
• If an item is missing, wrong or damaged, tell the restaurant as soon as possible, ideally within 2 hours of delivery, with a photo. Refunds, replacements or credit follow the restaurant’s own policy.
• Biteqo cannot refund money it never received. If the restaurant does not respond, write to us with your order number and we will follow up with the restaurant.

4. Plan fees for restaurant partners

• Paid plans are charged in advance for the period you choose (for example one month or a year) and are paid to MYESA Technology Innovation LLP, the company that owns Biteqo. The plan starts once your payment is received, and you get an invoice from MYESA Technology Innovation LLP by email.
• We do not debit your account automatically. When a paid plan ends and is not renewed, your restaurant moves to the Free plan and your page stays online.
• You can stop using a paid plan at any time. Fees for the unused part of a period are not refunded.

5. When we refund a plan fee

• You paid twice, or paid more than the invoice amount.
• You paid for a plan that we could not activate.
• We close a paid feature or the whole service before your paid period ends. In that case we refund the unused part of the period.

Approved refunds are sent within 7 working days to the account or UPI ID the payment came from.

6. How to ask for a refund

Customers: call the restaurant first. Restaurant partners: write to you@example.com with your invoice number and payment details (UTR or transaction ID). We reply within 2 working days. You can also reach us on the Contact page.

7. Grievance Officer