Last updated: [EFFECTIVE DATE]
1. Customer Cancellation
A customer may request cancellation of an order through the Vinsta platform.
Whether a cancellation is possible, and whether a charge applies, depends on how far the order has progressed at the time of the request.
[CONFIRM THE CANCELLATION WINDOW AND ANY APPLICABLE CHARGES]
2. Restaurant Cancellation
A restaurant may be unable to fulfil an order — for example where an item is unavailable or the kitchen is unable to accept further orders.
Where an order is cancelled by the restaurant, the amount paid is eligible for a refund in accordance with this policy.
3. Delivery Cancellation
Where an order cannot be delivered for reasons attributable to the delivery process, the order is reviewed and handled under this policy.
4. Order Preparation Status
Cancellation eligibility depends on the order's preparation status at the time of the request. Once a restaurant has begun preparing an order, cancellation may no longer be possible or may attract a charge.
[CONFIRM HOW PREPARATION STATUS AFFECTS ELIGIBILITY]
5. Incorrect Order
If an order is delivered incorrectly, the issue should be raised through the Vinsta platform's support option so it can be reviewed.
6. Missing Items
If part of an order is missing on delivery, the issue should be raised through the Vinsta platform's support option. Eligible cases are resolved in accordance with this policy.
7. Damaged or Unacceptable Food
If food arrives damaged or in an unacceptable condition, the issue should be raised promptly through the Vinsta platform so it can be assessed.
[CONFIRM THE WINDOW FOR RAISING QUALITY ISSUES]
8. Failed Delivery
Where a delivery cannot be completed, the outcome depends on the reason for the failure — including whether the customer was reachable at the delivery address.
[CONFIRM HOW FAILED DELIVERIES ARE TREATED]
9. Payment Failure
If a payment fails but an amount has been debited, the amount is generally reversed by the payment provider.
[CONFIRM PAYMENT REVERSAL HANDLING AND TIMEFRAME]
10. Duplicate Payment
If an amount is debited more than once for the same order, the duplicate amount is eligible for refund once verified.
11. Refund Eligibility
Refund eligibility is assessed against the circumstances of the order, including its status at the time the issue was raised and the nature of the issue.
[CONFIRM THE FULL ELIGIBILITY CRITERIA]
12. Refund Processing
Approved refunds are returned to the original payment method unless another method is agreed.
[REFUND PROCESSING TIME — CONFIRM WITH CLIENT]
13. Cash on Delivery
Where an order was paid in cash on delivery, refunds are handled through the method confirmed at the time the refund is approved.
[CONFIRM HOW CASH ON DELIVERY REFUNDS ARE ISSUED]
14. Digital Payments
Refunds for digital payments are returned to the original payment instrument through the payment provider. The time taken for the amount to appear depends on the provider and the customer's bank.
[REFUND PROCESSING TIME — CONFIRM WITH CLIENT]
15. Contact
Questions about a refund or cancellation on the Vinsta platform should be raised through the Vinsta app or website. For other enquiries, contact BEEBIT PRIVATE LIMITED using the details on our contact page.
BEEBIT PRIVATE LIMITED
- [OFFICIAL REGISTERED ADDRESS]
- [OFFICIAL COMPANY EMAIL]
- [OFFICIAL PHONE NUMBER]
This document is provided as a general website policy template and should be reviewed and approved by BEEBIT PRIVATE LIMITED and its legal advisor before publication.