Bitex99 — Refund and Cancellation Policy

Last updated: 23 August 2026 Version: 2.0

1. About This Policy

This Refund and Cancellation Policy ("Policy") is published by Annapurna, a sole proprietorship carrying on business under the trade name Bitex99.in ("Bitex99", "we", "us", or "our").

This Policy applies to orders placed through the Bitex99 mobile applications and websites.

It explains:

when customers may cancel an order;
when Bitex99 or a Restaurant Partner may cancel an order;
how order-related complaints are handled;
when a refund may be provided;
how refunds are processed; and
how customers can raise a grievance.

This Policy should be read together with the Bitex99 Terms and Conditions and Privacy Policy.

If there is any inconsistency between this Policy and the Terms regarding refunds or cancellations, this Policy will apply to the specific refund or cancellation matter, subject to applicable law.

Contact Details


Legal name	Annapurna
Trade name	Bitex99.in
GSTIN	29EVKPA5343D1ZO
Customer care email	support@bitex99.in
Customer care phone	+91 63613 36581
Principal place of business	Ground Floor, Khatha No. 79610100001630, Ward No. 17, Kelenahalli Road, Near CP Store, Kanakanagara Badavane, Krishnarajanagara, Mysuru District, Karnataka – 571602, India

2. Cancelling an Order

2.1 Cancellation Before Food Preparation

Customers may cancel an order through the Bitex99 application while the cancellation option remains available.

Where an order is cancelled before the Restaurant Partner has started preparing the food, the customer will generally not be charged a cancellation fee and any amount already paid for the cancelled order will be eligible for refund, subject to applicable payment and refund procedures.

2.2 Cancellation After Food Preparation Has Started

Once a Restaurant Partner has started preparing an order, cancellation may no longer be available through the application because the food may have been prepared specifically for that order.

A cancellation after preparation has started may therefore not ordinarily qualify for a refund.

However, customers may contact Bitex99 support if there are exceptional circumstances. Bitex99 may consider such requests in consultation with the Restaurant Partner and based on the circumstances of the order.

Nothing in this Policy limits any consumer right or remedy that cannot legally be excluded.

2.3 Cancellation Option in the Application

The availability of the cancellation option may depend on the status of the order.

Once the order has progressed beyond the stage at which cancellation is permitted, the cancellation option may no longer be available.

3. Cancellation by Bitex99 or a Restaurant Partner

Bitex99 or the Restaurant Partner may cancel an order for legitimate operational, safety, legal or other reasonable reasons, including:

an ordered item becoming unavailable;
the restaurant being unable to prepare the order;
the delivery address being outside the serviceable area;
the address or customer contact information being unreachable;
no reasonably available delivery partner being available;
technical or operational problems;
suspected fraudulent or abusive activity; or
circumstances outside reasonable control.

Refund for a Cancelled Order

Where an order is cancelled by Bitex99 or the Restaurant Partner and the customer has already made payment, the applicable amount will generally be refunded.

Where the cancellation is attributable to Bitex99 or the Restaurant Partner, applicable order-related charges paid by the customer will generally be included in the refund, subject to the circumstances and applicable law.

The refund method and timing are explained in Section 6.

4. Problems With an Order or Food

Customers should contact Bitex99 as soon as reasonably possible if an order has an issue.

Examples include:

missing items;
incorrect items;
substantially damaged or spilled food;
food that appears unsafe or unfit for consumption;
significant discrepancy between the ordered and delivered item; or
another material issue with the order.

4.1 Reporting Time

We strongly recommend reporting an issue within 3 hours of delivery so that Bitex99 and the Restaurant Partner have the best opportunity to investigate the condition of the order.

A complaint submitted after this period may still be reviewed, but the passage of time may make it more difficult to verify the condition of the food or determine what occurred.

The 3-hour period is an operational investigation guideline and is not intended to remove or restrict any statutory consumer right or remedy.

4.2 Photographs and Evidence

Where reasonably possible, customers should provide photographs showing:

the food received;
the affected item;
the packaging; and
any visible damage, leakage or other relevant issue.

Photographs help Bitex99 and the Restaurant Partner investigate the complaint.

If photographs are unavailable, the complaint may still be reviewed based on the information and evidence available.

4.3 How to Report an Issue

Customers may report an issue through the support functionality available in the Bitex99 application or by contacting:

Email: support@bitex99.in Phone: +91 63613 36581

Customers should provide:

order number;
description of the issue;
relevant photographs or other evidence, where available; and
any other information reasonably required to investigate the complaint.

4.4 Review of Complaints

Bitex99 may review:

order information;
payment information;
delivery records;
photographs;
customer statements;
Restaurant Partner information;
delivery information; and
other relevant evidence.

The outcome may include, depending on the circumstances:

full refund;
partial refund;
replacement or re-delivery, where available;
Bitex99 wallet credit; or
rejection of the refund request where the available evidence does not establish a refundable issue.

Where a refund request is rejected, Bitex99 may provide the reason where appropriate.

5. Situations That May Not Qualify for a Refund

A refund may not ordinarily be provided where:

a customer voluntarily cancels after food preparation has commenced;
the customer changes their mind after the order has been prepared;
the customer provides an incorrect or incomplete delivery address;
the customer cannot be reached at the provided contact details;
the customer refuses delivery without a valid reason;
access to the delivery location is refused or unavailable;
the issue relates only to personal taste or preference and the food substantially matches the description provided;
the customer does not provide sufficient information to reasonably investigate the complaint; or
the customer has engaged in fraudulent, abusive or repeated misuse of refund mechanisms.

However, each situation may be considered based on its circumstances and nothing in this section removes any consumer right available under applicable law.

6. Refund Processing

Once Bitex99 approves a refund, it will generally be processed through the payment method or refund mechanism applicable to the original transaction.

6.1 Online Payments

For payments made through UPI, cards, net banking, wallets or other supported online payment methods, the refund may be initiated through Razorpay or another applicable payment service provider.

The time required for the refunded amount to appear in the customer's account may depend on:

the payment method;
payment service provider;
bank;
card issuer;
UPI provider; or
other financial institution involved in the transaction.

Accordingly, Bitex99 does not guarantee that a refund will appear within a fixed number of business days in every case.

Where a refund has been successfully initiated, Bitex99 may provide the applicable refund reference or transaction information to the customer.

6.2 Bitex99 Wallet Credit

Where Bitex99 wallet credit is offered and the customer accepts it, the credit may be added to the customer's Bitex99 account after approval.

Applicable wallet terms may apply.

6.3 Cash-on-Delivery Orders

Where a cash-on-delivery order is cancelled before payment is collected, there is no payment to refund.

Where payment has already been collected and a refund is subsequently approved, Bitex99 may provide the refund through an appropriate mechanism, which may include Bitex99 wallet credit or another method reasonably available to the customer.

Where a bank-account refund is required or agreed, the customer may be asked to provide the necessary payment details securely.

7. Delivery Delays

Delivery times displayed in the Bitex99 application are generally estimates.

Delays may occur because of:

restaurant preparation time;
traffic;
weather;
road conditions;
delivery-partner availability;
unusually high order volumes;
customer availability; or
other circumstances outside Bitex99's reasonable control.

A delay does not automatically result in a refund.

However, where applicable law provides a consumer remedy because goods or services were not delivered as represented or agreed, Bitex99 will comply with those requirements.

8. Incorrect, Missing or Damaged Orders

Where the customer receives an order that materially differs from what was ordered, Bitex99 may investigate and, where appropriate, provide:

refund for the affected item;
partial refund;
replacement or re-delivery, where available; or
another appropriate remedy.

Examples may include:

wrong food item;
missing paid item;
materially damaged packaging;
significant spillage;
food that appears unsafe or unfit for consumption; or
another material order discrepancy.

The available remedy will depend on the circumstances and evidence available.

9. Food Quality and Safety Complaints

If food appears unsafe, contaminated or otherwise unfit for consumption, customers should:

stop consuming the affected food;
preserve the food and packaging where reasonably possible;
take photographs;
contact Bitex99 as soon as possible; and
provide the order number and relevant details.

Bitex99 may investigate the complaint with the Restaurant Partner and take appropriate action.

Nothing in this Policy prevents a customer from exercising any statutory right or contacting an appropriate food-safety or consumer authority.

10. Promotions, Coupons and Credits

Promotional discounts, coupons, credits and special offers may have separate terms.

Unless otherwise stated:

promotional amounts may not be refundable as cash;
a coupon or promotional benefit may not be reinstated after an order is completed or cancelled;
misuse of promotional offers may result in cancellation or withdrawal of the benefit; and
promotional benefits may be subject to expiry dates and eligibility requirements.

Where an order is refunded, the treatment of promotional amounts will depend on the applicable offer terms.

11. Duplicate or Incorrect Payments

If you believe you have been charged:

more than once for the same order;
an incorrect amount; or
an amount for an order that was not successfully placed,

contact Bitex99 support with the relevant order or transaction information.

We will investigate the transaction and, where an incorrect or duplicate charge is confirmed, process the applicable refund.

12. Refund Fraud and Abuse

Bitex99 may investigate patterns of repeated or potentially fraudulent refund requests.

Where there is reasonable evidence of:

fraudulent claims;
manipulated photographs or evidence;
repeated misuse of refund mechanisms;
false information;
payment fraud; or
other abusive behaviour,

Bitex99 may restrict refund-related features, suspend an account or take other appropriate action, subject to applicable law.

This does not prevent genuine customers from exercising their lawful consumer rights.

13. Grievance Redressal

If you are dissatisfied with the handling of a cancellation, refund or order complaint, you may escalate the matter to the Bitex99 Grievance Officer.

Grievance Officer

Name: Annapurna Designation: Proprietor and Grievance Officer Email: support@bitex99.in Phone: +91 63613 36581

Address:

Ground Floor, Khatha No. 79610100001630, Ward No. 17, Kelenahalli Road, Near CP Store, Kanakanagara Badavane, Krishnarajanagara, Mysuru District, Karnataka – 571602, India

For consumer grievances covered by the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer will acknowledge the complaint within 48 hours and endeavour to redress it within one month, as prescribed by the Rules.

Where applicable law provides another statutory grievance or redressal mechanism, customers may also use that mechanism.

14. Consumer Rights

Nothing in this Policy is intended to:

exclude a consumer right that cannot legally be excluded;
prevent a customer from exercising a statutory remedy;
prevent a customer from approaching an appropriate consumer authority or commission; or
restrict any remedy available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable law.

Where this Policy conflicts with a mandatory legal requirement, the applicable law will prevail.

15. Changes to This Policy

Bitex99 may update this Refund and Cancellation Policy from time to time to reflect:

changes to our Services;
changes to payment or refund processes;
changes to operational procedures;
changes to applicable law; or
other legitimate business requirements.

The latest version will display the applicable "Last updated" date.

Material changes may be communicated through the Bitex99 application or other appropriate means where required.

16. Contact Us

For refund, cancellation or order-related assistance:

Bitex99.in

Email: support@bitex99.in Phone: +91 63613 36581

Grievance Officer: Annapurna

Principal Place of Business:

Ground Floor, Khatha No. 79610100001630, Ward No. 17, Kelenahalli Road, Near CP Store, Kanakanagara Badavane, Krishnarajanagara, Mysuru District, Karnataka – 571602, India

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