This is a draft, plain-language description of how refunds and cancellations actually work in BiteSite today. It has not been reviewed by a lawyer and should not be treated as final legal advice — get it reviewed before relying on it for a real launch.
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If a payment is deducted by Razorpay but the order fails to register as paid on our side (a rare network/gateway failure), no money reaches the canteen and it should be automatically reconciled or refunded by Razorpay's own failure handling. If it is not, raise it immediately through Support with your payment reference — this is investigated and refunded directly.
If a canteen is unable to fulfil a paid order — an item runs out, the outlet has to close early, and similar — canteen staff can cancel it from their queue. Cancelling a paid order always issues a full refund to your original payment method through Razorpay before the cancellation takes effect; the order is never marked cancelled while a payment stays uncollected. Refunds typically settle back to your source account within 5–7 business days, per Razorpay's standard refund timelines — BiteSite does not control how long your bank or UPI app takes to reflect it.
Once an order moves to "Preparing," the canteen has already committed ingredients and effort to it, so it generally cannot be cancelled by the student. If something has genuinely gone wrong (wrong item prepared, order not actually available despite being accepted), raise it through Support so canteen/admin staff can review and refund it manually if appropriate.
An order that never reaches a successful payment (abandoned at checkout, or the payment attempt fails outright) is never sent to the kitchen and nothing is charged — there is nothing to refund in this case.
Use Support from your account, describe the order and what went wrong, and include the order token shown on your order detail page. Canteen and admin staff can see and respond to grievances tied to their outlet's orders.