Refund & Cancellation Policy
Refund & Cancellation Policy — Pattibytes Express
Last updated: April 2026 Effective date: April 2026 Version: 2.0
We want every order to be perfect. This policy explains when you can cancel an order and how refunds are processed.
This policy is governed by the Consumer Protection Act 2019, Consumer Protection (E-Commerce) Rules 2020, and Reserve Bank of India (RBI) payment guidelines.
1. Order Cancellation
When You Can Cancel
| Order Status | Can You Cancel? | Refund |
|---|---|---|
| Placed — restaurant not yet accepted | ✅ Yes (within 5 minutes of placement) | Full refund |
| Accepted — restaurant is preparing | ❌ No — preparation has begun | Not eligible |
| Out for delivery | ❌ No | Not eligible |
| Delivered | ❌ No | Raise a problem report instead |
How to cancel: Go to Orders → Active Order → Cancel Order in the App. Cancellation requests must be made within 5 minutes of order placement and before the restaurant has accepted the order.
2. Eligible Refunds
You are entitled to a full refund in the following situations:
- Your order was cancelled before the restaurant accepted it
- Your order was never delivered and marked as "failed delivery" through no fault of yours
- You received the wrong items (items not matching your order)
- Items were significantly different from the menu description
- Items were spoiled, damaged, or of clearly unacceptable quality upon delivery
- You were charged for an order that was not placed (payment failed but amount was deducted)
Under Rule 4(11) of the Consumer Protection (E-Commerce) Rules 2020, we cannot refuse a refund for items that are defective, damaged, or not as described. A blanket "no refund" policy for such situations is an unfair trade practice under Indian law.
3. Non-Refundable Situations
Refunds will not be issued for:
- Change of mind after the restaurant has accepted and started preparing your order
- Incorrect delivery address provided by you at the time of ordering
- Customer unavailable to receive the order after multiple delivery attempts
- Minor, reasonable variations in portion size or presentation (food delivery involves natural variation)
- Cancellation requests made after the 5-minute window
- Promotional, complimentary, or free items
4. Refund Timelines
All refunds are processed in accordance with RBI payment processing guidelines and the Consumer Protection (E-Commerce) Rules 2020, which require refunds to be processed within a reasonable period as prescribed by the RBI.
| Payment Method | Refund Timeline | Notes |
|---|---|---|
| UPI | T+1 to T+5 business days | RBI mandates T+5 max for merchant payments; most UPI refunds arrive within 1 business day |
| Net Banking | 3–5 business days | Per RBI merchant payment refund guidelines |
| Credit Card | 5–7 business days | Per RBI credit card directions; credited to your card statement |
| Debit Card | 3–5 business days | Per RBI debit card processing guidelines |
| Pattibytes Credits / Wallet | Instant | Credited to your in-app wallet immediately upon approval |
RBI note (Oct 2025): For failed or unauthorized transactions, banks are required to process refunds within 48 hours of a raised complaint. If not credited within the stipulated period, your bank may be liable to pay ₹100 per day in compensation as per RBI guidelines.
5. How to Request a Refund
- Open the App → Orders → Order History
- Select the affected order
- Tap Report a Problem
- Choose the appropriate reason and describe the issue
- Submit — our support team will review and respond within 24 hours
Alternatively, email us at pbexpress38@gmail.com with your order ID and a description of the issue.
6. Partial Refunds
In cases where only some items in your order were incorrect, missing, or unacceptable, we may offer:
- A partial refund for the affected items only, or
- Pattibytes Credits equivalent to the value of the affected items (credited instantly to your wallet)
We will never force you to accept Credits in place of a refund if you are entitled to a monetary refund — the choice is yours.
7. Dispute Resolution
If you disagree with a refund decision:
- Contact us at pbexpress38@gmail.com — subject line: "Refund Dispute"
- Our Grievance Officer will review your case within 48 hours
- If unresolved, you may file a complaint with the National Consumer Helpline at consumerhelpline.gov.in or call 1915
- You may also approach the Consumer Disputes Redressal Commission in Punjab
8. Contact
Pattibytes 📧 Email: pbexpress38@gmail.com 📍 Address: Patti, Punjab, India — 143416 🔗 In-App: Profile → Help & Support → Contact Us
Grievance Officer Acknowledgement within 48 hours | Resolution within 90 days As required under the Consumer Protection (E-Commerce) Rules 2020 and DPDP Rules 2025.
This policy applies to orders placed through the Pattibytes Express mobile application on iOS and Android. Pattibytes Express — Fast. Fresh. Local. Built by Thrillyverse
Questions about this policy?
We're happy to clarify anything. Reach us at legal@pattibytes.com