Bitezor Refund & Dispute Resolution Policy

Last Updated: June 3, 2026

This Refund & Dispute Resolution Policy defines how Bitezor processes cancellations, payment discrepancies, and refunds for customers. We integrate our refund mechanisms directly with our payment gateway providers to ensure transactional transparency.

1. How Refunds Are Processed (Technical Framework)

Our system manages cancellations and refunds based on the payment method selected during order placement:

• Online Payments (Razorpay API): When an order paid online is rejected by a vendor, or if Bitezor approves a refund following a dispute investigation, our backend communicates directly with the Razorpay API to execute an atomic refund (razorpay_client.refund.create) back to your original source account (UPI, credit/debit card, or net banking).
• Failed Auto-Refund Handling (Refund Failed Status): In cases where the automated gateway refund fails, our database transitions the order to a Refund Failed status. This automatically generates a support ticket to alert Bitezor's finance operations team for manual verification and payout retry.
• Cash on Delivery (COD) Payments: Since Bitezor does not operate a customer credit or wallet system, refunds for COD orders are resolved manually. Upon approval, funds are disbursed via manual UPI payout or direct bank transfer, or alternatively resolved using customized Bitezor coupon credits.

2. Reporting Guidelines and Dispute Submission

While customers are encouraged to report order issues within a standard guideline of 2 hours of delivery to facilitate rapid validation, Bitezor does not enforce a rigid hard cutoff. We recognize that genuine, verifiable, and exceptional circumstances may arise. Our support team will fully review, investigate, and process refunds or alternative resolutions for legitimate disputes submitted beyond this 2-hour window.

To raise a claim, customers can submit a dispute through one of the following official support channels:

• In-App Support Tickets: Submit a dispute ticket directly through the Bitezor Customer App under the appropriate category.
• Support Email: support@bitezor.com
• WhatsApp Support Channel: +91 9794829836

Required Information for Dispute Filing

When submitting a claim, the customer must provide the following:

• Order ID (from your order details tab)
• Visual Evidence (clear photos or videos showing the state of the food packaging, incorrect items, or contamination)
• Description of the Issue (explaining the discrepancy in detail)

Bitezor reserves the sole right to approve, reject, or partially approve refund requests after technical and vendor verification.

3. Dispute Resolution and Refund Eligibility Guidelines

The table below outlines our eligibility criteria and maximum refund percentages based on typical order issues:

4. Refund & Cancellation Terms

1. Verification: All refund approvals depend on validation of system logs (e.g., GPS coordinates, driver transit duration, vendor acceptance time) by the Bitezor Support Team.
2. Refund Processing Timelines: Once a refund is initiated via the Razorpay API, the credit generally takes 2 to 5 business days to reflect in your source account, depending on your bank's clearance cycles.
3. Abuse Prevention: Repeated false or misleading dispute claims violate Bitezor platform guidelines and may result in temporary or permanent customer account suspension.
4. Alternative Resolutions: In exceptional cases (such as minor discrepancies), Bitezor may offer replacement orders, discount coupons, or promotional credits rather than a cash refund.
5. Final Authority: Bitezor reserves the final right to determine the refund amount in all dispute and resolution cases.

Bitezor Payment Collection, Vendor Payouts, and Partner Earnings Policy

Last Updated: June 3, 2026

This policy outlines how financial transactions are processed across the Bitezor ecosystem, including customer payments, vendor earning updates, delivery partner balances, incentives, and cash collections.

5. Customer Payment Processing

Bitezor accepts payments using two primary methods during the checkout process:

• Online Payments: Processed securely through our integrated payment processor, Razorpay. Once Razorpay verifies the payment signature, the order status in our database is updated to Paid. Bitezor does not collect or store raw credit/debit card numbers, CVVs, net banking credentials, or UPI passwords.
• Cash on Delivery (COD): Customers pay the total order value in physical currency directly to the delivery partner at the time of food handover. The payment status transitions to Paid upon delivery verification.

6. Vendor Earnings and Payout System

Each registered vendor on Bitezor is assigned a digital Vendor Earning Ledger within our system:

• Order Completion Credits: Upon successful delivery of an order, the vendor's earning balance is automatically credited with their net earnings, which are calculated as the cost of items sold minus the platform's commission/fee:
  Vendor Earnings = Item Total - Platform Fee
• Ledger Reconciliation: Every transaction (Credit or Debit) is tracked in the vendor's digital ledger and linked to a unique Order ID for audit trail completeness.
• RazorpayX Payouts: Vendors can request transfers of their active earning balance. When approved, payouts are processed directly to the vendor's registered UPI ID using the RazorpayX payout gateway.

7. Delivery Partner Earnings, Incentives, and COD Settlements

Delivery partners use the Bitezor Partner app to track earnings and settle balances:

• Earnings Credits: For every completed delivery, the delivery partner's earning balance is credited with the full delivery charge paid by the customer.
• Daily Incentives: Delivery partners are eligible for daily promotional milestones. When a partner reaches predefined delivery thresholds within a single calendar day (e.g., 5 or 15 completed deliveries), the system automatically credits their earning balance with the incentive amount specified by Bitezor, recorded as a platform promotional debit.
• COD Cash Collections (Debt Generation): When completing a Cash on Delivery order, the delivery partner collects the physical cash from the customer. Since the partner holds Bitezor's funds, the order's grand total is debited from the partner's earning balance:
  Partner Balance Adjust = Balance - Order Grand Total
  This cash collection generates a debt, resulting in a negative earning balance for the partner.
• Negative Balance Limits & Restrictions: To protect the platform, Bitezor enforces a strict negative balance threshold managed dynamically by Bitezor based on partner performance and reliability metrics. If a partner's cash collection debt exceeds the platform's maximum negative balance limit, the partner is restricted from discovering or accepting new orders.
• COD Settlement: To lift order discovery restrictions, partners must settle their outstanding negative balance by transferring the collected cash back to Bitezor using the Razorpay payment portal inside the partner app.