Quick links: Placing an order · Refunds · Delivery · BITE+ · Complaints · Legal notices
BITE is an online platform that connects you with restaurants and independent delivery riders. When you pay for an order, you enter into an agreement with the restaurant for the food, and with BITE for the delivery and our fees. By using the BITE app or website, you agree to these terms. Clauses that limit our responsibility, place risk on you or ask you to do something are in bold. Please read them carefully (Consumer Protection Act, section 49).
Placing an order
You must be 18 or older and have a BITE account to order. Choose your items, check your cart and the total, and pay in the app. Your order is confirmed once the restaurant accepts it. The restaurant prepares your food and is responsible for it, including allergen and dietary information such as Halaal or vegetarian.
Cancellations
You can cancel free until the restaurant accepts your order. Once the restaurant has accepted it, your order is being prepared and can't be changed or cancelled. The restaurant or BITE may cancel an order that can't be completed, for example if items are unavailable. You won't be charged for a cancelled order.
Prices
Prices are set by each restaurant, are in rand and include VAT. A restaurant's prices on BITE may be higher than in store, unless the menu says "In-store prices". If an item's price was shown incorrectly, we'll tell you before charging you and you can cancel.
Fees
Depending on your order, we may charge a delivery fee, a service fee, a small-order fee, a busy-time fee or a Priority fee. Fees can differ by city, distance and time of day. Every fee is shown before you pay.
Payment methods
Card payments. Cards are processed by our third-party payment provider. BITE doesn't store your full card number. The order amount is reserved on your card when you order and charged once your order is delivered or collected. If your card is declined, the order is cancelled.
BITE wallet and gift cards. You can pay with wallet credit or a BITE gift card, alone or with a card.
No cash. BITE is cashless. Riders never accept cash.
Receipts. Your receipt is in the app and sent by email.
Refunds
If something is wrong with your order, report it in the app as soon as possible and within 24 hours. Report a broken seal before you give the rider your PIN. We review every report and may refund all or part of the order, including fees, where items are missing, wrong, damaged or spilled, the bag was tampered with, the order never arrived or was seriously late, or there was a pricing error. Refunds go to your BITE wallet straight away, or back to your card within 3 to 7 working days. Tips aren't taken back from a rider who wasn't at fault. Our refunds page (biteapp.co.za/refunds) explains this in more detail.
Delivery
Delivery times are estimates. Every order is sealed in a tamper-evident BITE bag. Give the rider your order PIN at handover, or the rider will take a photo at your door as proof of delivery. If the rider can't reach you, they'll wait 8 minutes and try to contact you twice. After that, the order is treated as delivered and charged in full. In areas BITE has identified as high-risk, the rider may hand your order over at a nearby safe meeting point, agreed with you in the app. BITE doesn't deliver alcohol.
Your address
Make sure your address, drop-off pin, gate code and directions are correct. We aren't responsible for a failed delivery caused by an incorrect address.
Collection
If you choose collection, collect your order from the restaurant within 60 minutes of the ready time shown, and give the restaurant your collection code. No delivery fee is charged. Orders not collected in that time are charged in full and not refunded.
Product quality and errors
The restaurant is responsible for the quality and safety of its food. If an item is out of stock, the restaurant may remove it or offer a replacement at the same price or less, and your charge is reduced to match.
Allergies or special requests. Add special requests in the order notes. If you have an allergy, contact the restaurant through the app before ordering. BITE can't guarantee that food is free of any allergen.
Complaints
Log complaints under Help in the app, email support@biteapp.co.za or call 067 464 9598. If we can't resolve your complaint, you may refer it to the Consumer Goods and Services Ombud (CGSO).
Your account
Keep your login details private. You're responsible for orders placed from your account unless you tell us promptly that it's been misused. We may suspend or close an account used for fraud, abuse of riders or staff, or repeated false reports. You can delete your account in the app at any time.
Messages from us. We send order updates by push notification and email, and sign-in and security codes by SMS. These are part of the service. Deals and offers are sent to customers by push notification and email unless you switch them off, which you can do at any time in the app.
BITE+ membership
BITE+ is a paid monthly membership. Its price and benefits are shown in the app before you join. BITE+ renews automatically until you cancel. We remind you before each renewal and before a free trial ends. You can cancel any time in the app, and your benefits continue until the end of the period you've paid for. BITE+ is for account holders aged 18 or older.
BITE wallet, gift cards and vouchers
Refund credit is valid for 3 years, earns no interest, and can be paid back to your card on request. Gift cards and vouchers are valid for 3 years from the date of issue. Wallet credit, gift cards and vouchers can only be used on BITE and can't be exchanged for cash.
Coupons
Coupons and promo codes can be used once per person, unless stated otherwise, and are subject to their campaign terms. Any unused value is forfeited. We may cancel discounts or credit gained by misuse.
Referrals and BITE Rewards
Referral rewards and BITE Rewards points are given on the terms shown in the app at the time. Self-referrals and duplicate accounts don't qualify.
Tips, ratings and reviews
Tips are optional, and riders keep 100% of them. You can rate and review restaurants and riders. When you post a review or photo, you allow BITE to show and use it on the platform. We may remove reviews that are abusive, false or unrelated to the order.
App use and security
We give you a personal licence to use the BITE app and website to order. Don't copy, scrape or resell content, hack, overload or reverse-engineer the app, create fake accounts, or use BITE for anything unlawful. We may block access to protect the platform.
App access
We try to keep the app available at all times, but it may be unavailable during maintenance or outages. You're responsible for your device and data costs. If you downloaded the app from the Apple App Store or Google Play, their terms also apply, but BITE (not Apple or Google) is responsible for the app and for support.
External websites
Links to other websites are for your convenience. Those websites have their own terms, and we're not responsible for them.
Claims, liability and what you can expect from us
The app is provided "as is". To the extent the law allows, BITE's liability for any claim is limited to the amount you paid for that order, and we're not liable for indirect or consequential loss. This doesn't limit our liability for gross negligence, death or injury caused by unsafe goods, or your rights under the Consumer Protection Act.
Events beyond our control
We're not responsible for delays or failures caused by events beyond our reasonable control, such as load shedding, network or payment outages, severe weather, floods, protests or road closures. If your order can't be completed because of such an event, you won't be charged for it.
Use of app content
The BITE name, logo, app and website content belong to BITE. Restaurant names, logos and menus belong to the restaurants. Don't use them without permission.
Competitions
Competitions are subject to our Competitions and marketing terms (biteapp.co.za/competitions) and the campaign notice for each competition.
South African law applies
These terms are governed by South African law, including the Consumer Protection Act and the Electronic Communications and Transactions Act (ECTA). Nothing in these terms limits your rights under the CPA. Without limiting your right to use the CGSO or the National Consumer Commission, the KwaZulu-Natal High Court, Durban, has jurisdiction, whatever the amount claimed.
This is our whole agreement
These terms, our Privacy policy, Refunds page and Community guidelines are the whole agreement between you and BITE about using the platform.
Our agreement and updates to these terms
We may update these terms. We'll tell you in the app or by email at least 30 days before an important change takes effect. If you keep using BITE after that, the updated terms apply. We record which version you accepted and when.
Our rights
If we don't enforce a right straight away, we don't give it up.
Legal notices
We send formal legal communication to you at the email address and physical address in your BITE profile. You can update these in the app.
These details are published as required by section 43 of ECTA.
- Full name and legal status: Kryptech Systems (Pty) Ltd, a private company, trading as BITE ZA
- Registration number: 2019/230026/07, registered in South Africa
- Office bearers: DL Naidoo
- Physical address, and address for legal notices (domicilium): 188 Bailey Road, Durban North, 4340
- Phone: 067 464 9598
- Email: support@biteapp.co.za · Website: biteapp.co.za
- VAT number: to be confirmed (registration in progress)
- Information Officer: DL Naidoo, privacy@biteapp.co.za
- PAIA manual: biteapp.co.za/paia
- Membership of self-regulatory bodies or codes of conduct: none
Sending us a legal notice. Legal notices must be in English and delivered by hand or registered post to our address above, or emailed to legal@biteapp.co.za. A notice by registered post is treated as received 10 days after posting. An email sent before 16:30 on a business day is treated as received that day; otherwise, the next business day.
Our advertising commitment to you
Some restaurants pay to appear higher in search results or in banners. Paid placements are always labelled "Sponsored". Ratings and reviews are never paid for.
Help
For help with an order, go to Help in the app or email support@biteapp.co.za.