About Ezy Bites
Delivering happiness, one meal at a time.
At Ezy Bites, we strive to deliver quality service with each order. However, we understand that certain circumstances may require a refund. Our refund policy has been designed to ensure fairness for both customers and partners, while maintaining the efficiency and reliability of our platform. I. Eligibility for Refunds Refunds may be initiated under the following conditions: 1. Order Not Delivered: o If the delivery partner fails to deliver the order due to logistical or operational issues. o If the customer does not receive the order within the defined delivery window and no valid delivery attempt is recorded. 2. Wrong or Incomplete Order: o If the delivered order does not match the customer's placed order (missing items, incorrect items). o In cases of partial fulfillment, a proportional refund will be processed. 3. Poor Quality or Spoiled Goods: o If the delivered food or grocery items are spoiled, expired, stale, or unhygienic. o Photo or video evidence must be submitted within 30 minutes of delivery to qualify for a refund. 4. Packaging Damage or Tampering: o If a customer receives a package that appears to have been tampered with or is severely damaged. 5. Duplicate Payment or Overcharge: o If the customer is accidentally charged twice or an incorrect amount is deducted. ________________________________________ II. Non-Eligibility for Refunds Ezy Bites reserves the right to deny refunds in the following cases: 1. Customer Error: o Incorrect delivery address input. o Ordering from the wrong outlet or mistaken order placement. 2. Change of Mind: o If the customer changes their mind after placing an order, especially once preparation has started. 3. Delayed Delivery Beyond Control: o Refunds are not applicable in cases of delay caused by traffic, weather, festivals, natural disasters, or unexpected local events. 4. Partial Consumption: o If a major portion of the order has already been consumed or used, refund claims will not be entertained. ________________________________________ III. Refund Process 1. Filing a Request: o Customers can raise refund requests via the Help section in the app or by emailing support@ezybites.com with relevant details and proof. 2. Timeline for Submission: o Refund requests must be made within 2 hour of delivery. o For payment-related issues, requests must be made within 24 hours. 3. Investigation Time: o Ezy Bites will initiate an investigation which may take 24–72 hours, depending on the complexity of the issue. 4. Refund Approval and Disbursal: o Approved refunds will be processed back to the original payment method or as Ezy Bites wallet credit, within 5–7 working days. ________________________________________ IV. Refund Method Options 1. UPI/Card/Online Payments: Refund will be credited to the original source account. 2. Cash on Delivery Orders: Refunds will be provided via Ezy Bites Wallet Credit or bank transfer (subject to customer submission of bank details). 3. Ezy Bites Wallet Credit: Instant refunds for quicker resolution, usable for future purchases on the app. ________________________________________ V. Deductions and Charges Refunds may be adjusted or denied if: 1. Platform Fees (Rs. 2), Delivery Charges (Rs. 25), or Taxes are non-refundable unless directly caused by a system error or undelivered order. 2. Coupon/Discount Values used in the transaction are not refunded or reissued once the order is processed. ________________________________________ VI. Partner Disputes and Resolutions In the event of conflicting feedback between customers and restaurant/grocery partners: 1. Ezy Bites will act as an unbiased mediator. 2. Both parties will be asked for evidence (photos, messages, timestamps, etc.). 3. Final decision will rest with the Ezy Bites grievance resolution team after comprehensive review. ________________________________________ VII. Misuse and Policy Abuse To maintain the integrity of our refund system: 1. Users showing repeated false claims or refund abuse may be blacklisted or have their accounts temporarily or permanently suspended. 2. Legal action may be pursued in case of fraudulent behavior.
