Foodybin LLP - Cancellation Policy
1. General Policy Statement
This Cancellation Policy outlines the conditions under which an order placed through the Foodybin platform can be cancelled, and the resulting refund applicable to the Customer. By placing an order, you agree to the terms outlined below.
2. Cancellation by the Customer
The Customer's ability to cancel and receive a refund depends entirely on the status of the order.
Order Confirmation Pending: If the customer cancels the order before the restaurant has confirmed it, a 100% Refund will be processed, and no cancellation fee will be charged.
Restaurant Confirmed, Preparation Not Started: If the restaurant has confirmed the order but has not yet begun preparation, a Partial Fee (a nominal amount, or the Delivery Fee) may be deducted to cover preliminary operational costs. A partial refund of the remaining amount will be processed.
Food Preparation Started / Ready for Pickup: If the restaurant has started preparing the food, or if the food is ready for pickup, the cancellation fee will be up to 100% of the order value. No Refund will be issued as compensation for the restaurant and delivery partner.
Delivery Executive Picked Up the Order: If the order is cancelled after the Delivery Executive has picked it up, 100% of the order value will be charged, and No Refund will be issued.
Note: To avoid cancellation charges, please ensure you cancel the order immediately after placing it, and before the restaurant begins preparation.
3. Cancellation by Foodybin or the Restaurant
In the event that the Restaurant or Foodybin cancels an order due to unforeseen circumstances, the Customer will be entitled to a full refund.
Cancellation by the platform may occur due to:
Item Unavailability: Ordered items are out of stock at the restaurant.
Restaurant Issues: The restaurant is unexpectedly closed, unable to process the order, or refuses to accept it.
Logistical Constraints: Inability to find a Delivery Executive in time, or failure to reach the Customer's location due to inaccessibility or incorrect address details.
Fraud/Security Issues: System detects a suspicious or fraudulent order.
4. Refund Process
All refunds are processed subject to the final discretion of Foodybin LLP.
Processing Time: Refunds for prepaid orders (online payments) will typically be credited back to the original payment source within 5 to 7 business days.
Quality Issues: If the food received is spoiled, incorrect, or of poor quality, the Customer must immediately raise a complaint with supporting evidence (photos). These cases will be reviewed for a full or partial refund.
Significant Delay: If the order experiences a significant delay beyond the Estimated Time of Arrival (ETA) promised by the platform, the Customer may be eligible for a full refund upon review.
Cash on Delivery (COD): No refund is applicable for cancellations of COD orders. Repeated cancellations of COD orders may lead to the suspension of the customer's COD option on the platform.
5. Restaurant Penalties (Internal Guideline)
Restaurants that repeatedly cancel confirmed orders due to their own fault (e.g., product unavailability) may face penalties, which include a deduction from their next payout as compensation for platform and customer inconvenience.
