Cancelling an order
- You can cancel free in the app until the Restaurant accepts your order. Nothing is charged and the hold on your card is released.
- If the Restaurant rejects your order or doesn't accept it in time, the order is cancelled and nothing is charged.
- Once the Restaurant has accepted your order, it is being prepared and can no longer be cancelled.
- BITE or the Restaurant may cancel an order that can't be completed, for example if items are unavailable. You are not charged.
Reporting a problem
Report any problem in the app under the order, as soon as possible and within 24 hours of delivery. Report a broken seal before you give the Rider your PIN. Photos help us resolve it quickly.
When we refund
We review every report and may refund all or part of an order, including fees, where:
- items are missing, wrong, damaged or spilled;
- the order was tampered with, or never arrived;
- the order was seriously late or of unacceptable quality; or
- there was a pricing or BITE error.
What is refunded depends on the problem and what we find. We may decline a refund where a report is false, late or repeated.
How you are refunded
- Refunds are paid to your BITE wallet, available immediately, or back to your card, which takes 3 to 7 working days depending on your bank.
- Wallet refund credit is valid for 3 years and can be paid back to your card on request (see our terms and conditions).
- Tips are not taken back from a Rider who was not at fault.
Your rights under the law
This policy does not limit your rights under the Consumer Protection Act, including your right to safe, good-quality goods (sections 55 and 56).
Because prepared food is perishable, the 7-day cooling-off period in section 44 of ECTA does not apply to food orders (ECTA section 42).