Effective date: [09/11/2026] Last updated: [09/11/2026]
This Refund Policy (“Policy”) explains how refunds are handled for orders placed through the Ventabite platform (“Platform”), including transactions involving Customers, Restaurants, and Delivery Partners. This Policy is incorporated by reference into the Ventabite Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service.
Refunds may be issued when:
The Restaurant cancels the order.
The Platform cancels the order due to payment failure, fraud, or serviceability issues.
The order is significantly incorrect (missing items, wrong items, or unsafe items).
The order is never delivered and no Delivery Partner was able to complete the delivery.
The Customer cancels within the permitted cancellation window (see Cancellation Policy).
Refunds are not guaranteed for:
Customer mistakes (wrong address, wrong items, duplicate orders).
Dissatisfaction with taste, portion size, or restaurant quality.
Delays caused by traffic, weather, or high‑volume periods.
Orders already prepared or out for delivery.
Ventabite may issue refunds in one of the following forms:
Original payment method refund
Ventabite credits usable for future orders
Partial refunds when only part of the order is affected
No refund when the issue does not meet eligibility criteria
The refund method is determined by Ventabite based on the situation and payment processor rules.
If your order contains incorrect or missing items:
You must report the issue within 30 minutes of delivery through the Ventabite Help Center.
Ventabite will review restaurant logs, order photos, and delivery records.
Depending on the severity, you may receive a partial refund, full refund, or Ventabite credit.
Restaurants may request supporting evidence (e.g., photos).
If your order was never delivered:
Ventabite will verify Delivery Partner GPS logs and restaurant preparation status.
If the order cannot be reassigned or completed, a full refund will be issued.
If delivery was attempted but the Customer was unreachable, the order may be marked as completed, and no refund will be provided.
For scheduled orders:
Refunds follow the cancellation rules in the Cancellation Policy.
If a scheduled order is cancelled less than one (1) hour before the scheduled time, a preparation fee may apply.
If the cancellation is due to Restaurant or Platform error, the fee does not apply.
If payment fails or is declined:
The order will not be processed.
No charges will be applied.
If a charge appears due to bank authorization, it will automatically reverse within 3–7 business days, depending on your bank.
Refund processing times vary by payment method:
Credit/Debit Cards: 3–10 business days
Ventabite Credits: Instant
Digital Wallets (Apple Pay, Google Pay): 3–10 business days
Ventabite cannot accelerate bank processing times.
Ventabite may restrict refunds or suspend accounts if:
Multiple refund requests appear fraudulent
Delivery Partners report repeated unreachable addresses
Restaurants report repeated false claims
The Customer violates the Terms of Service
Ventabite reserves the right to deny refunds in cases of abuse.
If you disagree with a refund decision:
You may file a dispute through the Ventabite Help Center within 24 hours of the decision.
Ventabite will review all logs, photos, and delivery data.
All determinations made by Ventabite are final for Platform‑related matters.
Ventabite may update this Policy from time to time. Material changes will be communicated through the app or by email before taking effect.
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