Refund & Cancellation Policy

1 Subscription Cancellation & Prorated Refunds

You have the freedom to discontinue your weekly or monthly subscription whenever you choose:

• Unused Day Calculation: If you cancel an active subscription midway, the charges for already delivered or under-prep days will be deducted at standard daily rates, and the balance for all future unserved days will be refunded.
• Bite & Balance Wallet (Instant): By default, your refund amount is credited directly to your in-app Bite & Balance Wallet instantly, with no expiration, and can be used anytime for renewals or add-ons.
• Original Payment Method: If you prefer the funds returned to your bank/card/UPI, you can submit a payout request. Bank reversals typically take 3 to 5 business days to reflect in your account.

2 Pausing Deliveries vs. Cancellation

Before cancelling, consider using the pause feature if you are travelling or temporarily busy:

• No Money Lost on Pause: When you pause your plan, your billing cycle extends automatically by the exact number of paused days.
• 9:00 PM Cut-off Rule: To pause or unpause a delivery for the next day, updates must be submitted via your user dashboard by 9:00 PM the night before. Because raw sourcing and ozonized prep start early at dawn, cancellations requested after 9:00 PM cannot stop the immediate next morning's order.

3 Freshness Guarantee & Quality Issues

We prepare all meals in ozonized water minutes before dispatch. In the rare event of an issue:

• Damaged Packaging or Spillage: If the meal arrives spilled, unsealed, or visibly damaged, reach out to customer support with a photo within 2 hours of receipt.
• Quality Claims: If the produce does not meet our promised standards of freshness, submit your complaint along with a clear picture via WhatsApp or our support email. Verified claims are eligible for an immediate replacement delivery or a full 1-day credit to your wallet.

4 Scenarios Not Eligible for Refunds

Refunds or meal compensations cannot be approved under the following circumstances:

• Customer Unavailability: The delivery partner arrives at the designated slot, but the customer is unreachable, the door is locked, or security entry is refused.
• Incorrect Delivery Details: Orders delayed or failed due to incorrect address tags, wrong flat numbers, or faulty phone numbers provided by the customer.
• Late Quality Reporting: Quality or freshness complaints reported after 2 hours of delivery, as cut fruits and salads are highly temperature-sensitive fresh items.
• Taste Preferences: Personal subjective dislikes regarding dressing balance, salt levels, or specific raw vegetable tastes where the items served match the published menu ingredients.

5 Payment Deductions for Failed Orders

• If an amount is debited from your bank/UPI account but your subscription status does not show as active due to a network error, the payment gateway automatically processes a chargeback within 24 to 72 hours.
• If the amount does not credit back within 3 working days, share the transaction reference (UTR / Payment ID) with our billing desk for prompt reconciliation.