We want every BiteExpress order to land exactly as expected. When things go wrong, this Refund Policy explains what you can expect from us and how to get help fast.
1. When we issue refunds
You're eligible for a refund (full or partial) when:
- The order was cancelled before the vendor began preparing it.
- An item is missing or substituted without your prior agreement.
- The order arrives damaged, spoiled or unsafe to consume.
- The delivery never arrives, or is unacceptably late.
- You were charged in error — for example, double-billed for the same order.
2. How to request a refund
- Open the BiteExpress app and tap Help → Report an issue on the order in question.
- Tell us what went wrong and, if relevant, share a photo. The more specific you are, the faster we resolve it.
- Our support team typically responds within a few minutes during business hours.
You can also email support@bite.express.
3. How refunds are paid
We refund to whichever payment method you used, or, at your option, as BitePoints credit that you can apply to your next order. BitePoints credits typically appear instantly; refunds to a card or bank account usually arrive within 3–5 business days depending on your bank.
4. Cancellation fees
Cancellation is free before the vendor accepts your order. Once preparation has started, partial fees may apply — typically the cost of any food the vendor has already cooked or perishable items they've opened. We try to be fair to both you and the vendor.
5. Riders, weather and unforeseen events
If a delivery fails because of factors outside everyone's control (severe weather, road closures, unsafe areas), we'll refund or re-attempt as appropriate. We don't penalise you for issues you couldn't avoid.
6. Abuse of the refund process
We track refund claims to protect the platform and our partner vendors. Accounts that consistently submit refund claims found to be inaccurate may be reviewed, restricted or closed.
7. Questions
We're real humans, and we want every refund issue resolved cleanly. Email support@bite.express if you need help.