Refund and Cancellation Policy

1. Overview

At B3 - Bean, Brew and Beyond, we strive to ensure complete customer satisfaction with every order. This Refund and Cancellation Policy explains your rights and our procedures for order cancellations, refunds, and related matters.

By placing an order through our app, you agree to the terms outlined in this policy. All refunds are processed through Razorpay, our payment gateway partner, and will be credited to the original payment method used during purchase.

2. Order Cancellation Policy

2.1 Cancellation by Customer

You may cancel your order under the following conditions:

Before Order Preparation

• Orders can be cancelled free of charge if the outlet has not started preparation
• Full refund will be initiated to the original payment method
• Cancellation must be requested through the app or by contacting the outlet directly
• Typical window: 5-10 minutes after order placement (varies by outlet)

After Order Preparation Begins

• Once preparation has started, cancellation may not be possible
• If cancellation is approved, a cancellation fee may be deducted
• Cancellation fee: Up to 50% of order value (based on preparation stage)
• Remaining amount will be refunded to the original payment method

After Order Completion

• Completed orders cannot be cancelled
• If you do not pick up your order, it will be marked as abandoned
• Abandoned orders are not eligible for refunds
• Exception: Quality issues may be reported for resolution (see section 4)

2.2 Cancellation by B3

We reserve the right to cancel your order in the following situations:

• Out of Stock: If ordered items are unavailable
• Payment Issues: If payment verification fails
• Technical Errors: If there are pricing or system errors
• Suspicious Activity: If fraudulent activity is detected
• Force Majeure: Due to circumstances beyond our control

If we cancel your order, you will receive a full refund to the original payment method within 5-7 business days. You will be notified immediately via email and/or SMS.

2.3 How to Cancel an Order

To cancel an order:

1. Open the B3 app and go to "My Orders"
2. Select the order you wish to cancel
3. Tap "Cancel Order" button (if available)
4. Select a cancellation reason
5. Confirm cancellation

Alternatively, you can call the outlet directly at the number shown in your order confirmation and request cancellation.

3. Refund Policy

3.1 Refund Eligibility

You are eligible for a refund in the following cases:

• Order cancelled before preparation (100% refund)
• Order cancelled by B3 (100% refund)
• Payment charged but order not created (100% refund)
• Duplicate payment for the same order (duplicate amount refunded)
• Quality issues (full or partial refund - see section 4)
• Incorrect items delivered (full or partial refund)
• Order not ready within unreasonable time (full or partial refund)

3.2 Refund Processing Time

Refunds are processed as follows:

• Credit/Debit Cards: 5-7 business days
• Net Banking: 5-7 business days
• UPI: 1-3 business days
• Digital Wallets: 1-3 business days

Note: Processing time starts after we initiate the refund. The actual time may vary depending on your bank or payment provider. If you do not receive your refund within the specified time, please contact us with your order details.

3.3 Refund Method

All refunds are processed to the original payment method used for the order. We do not issue refunds via:

• Cash
• Bank transfer to a different account
• Store credit (unless specifically requested for quality issues)
• Third-party payment methods

3.4 Partial Refunds

Partial refunds may be issued in the following scenarios:

• Some items in a multi-item order are unavailable
• Order partially fulfilled due to stock issues
• Quality issues affecting only some items
• Late cancellation with preparation costs incurred

3.5 Non-Refundable Items

The following are NOT eligible for refunds:

• Orders that have been consumed or partially consumed
• Orders picked up and accepted by the customer
• Orders abandoned without cancellation notification
• Promotional items or free items (unless quality issue exists)
• Orders placed using reward points (points will be restored instead)

4. Quality Issues and Complaints

4.1 Reporting Quality Issues

We take quality seriously. If you receive an order with quality issues, please report it immediately:

• Timeframe: Within 30 minutes of order pickup/receipt
• Method: Through the app, email, or phone
• Evidence: Provide photos of the issue (if applicable)
• Description: Clearly describe the problem

4.2 Types of Quality Issues

Quality issues we recognize include:

• Wrong Item: You received a different item than ordered
• Missing Items: Items from your order are missing
• Cold Food/Beverages: Hot items served cold or vice versa
• Preparation Error: Incorrect customization or preparation
• Contamination: Foreign objects or allergen cross-contamination
• Spoiled/Stale: Food or beverage is spoiled or stale
• Spillage/Damage: Significant spillage or packaging damage

4.3 Resolution Options

Based on the issue, we may offer:

• Replacement: Fresh replacement of the affected item(s)
• Full Refund: Complete refund for the entire order
• Partial Refund: Refund for affected items only
• Store Credit: Credit to your account for future orders
• Loyalty Points: Additional reward points as compensation

4.4 Investigation Process

For significant quality issues, we may:

• Request photos or videos of the issue
• Contact you for additional details
• Review CCTV footage (for dine-in orders)
• Verify with outlet staff
• Request return of the item (if feasible)

Most quality issues are resolved within 24 hours. Complex cases may take up to 3-5 business days.

5. Reward Points and Refunds

5.1 Points Used in Cancelled Orders

If you used reward points for a discount and the order is cancelled or refunded:

• Reward points will be restored to your account
• Cash/payment amount will be refunded separately
• Points restoration happens immediately upon cancellation confirmation
• Expired points will be restored with their original expiration date

5.2 Points Earned on Refunded Orders

If you earned points on an order that is later refunded:

• Earned points will be deducted from your account
• If you have already spent the points, your balance may go negative
• You must earn additional points to bring balance back to positive
• Orders cannot be placed with negative point balance

6. Payment Failures and Disputes

6.1 Payment Debited but Order Not Created

If your payment was debited but you did not receive an order confirmation:

• Check your email and SMS for order confirmation
• Check "My Orders" section in the app
• Wait 30 minutes - some confirmations may be delayed
• If no order appears, contact us with payment details
• We will verify with Razorpay and issue a refund if order was not created

6.2 Duplicate Charges

If you were charged multiple times for a single order:

• Contact us immediately with transaction details
• We will verify the duplicate charge with Razorpay
• Duplicate amounts will be refunded within 5-7 business days
• Only one order will be processed

6.3 Payment Gateway Issues

For issues related to payment processing:

• Payment declined by bank - No charge, try alternative payment method
• Payment pending - Wait for confirmation or contact your bank
• Payment timed out - Amount will be auto-refunded within 5-7 days
• 3D Secure failure - Verify with your bank and retry

6.4 Chargebacks

Before initiating a chargeback with your bank:

• Contact us first to resolve the issue
• Most issues can be resolved quickly without chargeback
• Chargebacks can delay resolution and may result in account suspension
• If you initiate a chargeback, we may deactivate your account pending investigation

7. Scheduled Orders

7.1 Cancellation of Scheduled Orders

For orders scheduled for a future time:

• Can be cancelled up to 1 hour before scheduled time (100% refund)
• Cancellation within 1 hour of scheduled time may incur a fee
• No-show for scheduled dine-in may result in order cancellation without refund

7.2 Reschedule Requests

Scheduled orders can be rescheduled up to 2 hours before the original time, subject to outlet availability.

8. Corporate and Bulk Orders

Special terms apply to corporate and bulk orders:

• Cancellation policy may vary based on order size and advance notice
• Bulk order cancellations may require 24-48 hours notice
• Partial cancellations may be accepted for large orders
• Refund terms will be specified in the corporate agreement

9. Fraudulent Refund Claims

We take refund fraud seriously. If we detect patterns of fraudulent refund requests:

• Your account may be suspended or permanently banned
• Pending refunds may be withheld pending investigation
• We may pursue legal action for significant fraud
• Law enforcement may be notified

Examples of refund fraud:

• Claiming non-delivery for orders that were picked up
• Repeatedly claiming quality issues without valid grounds
• Providing false information or doctored evidence
• Excessive refund requests across multiple orders

10. Contact for Refunds and Cancellations

For any questions or requests regarding refunds and cancellations, please contact us:

When contacting us, please provide:

• Order ID or order number
• Registered email address or phone number
• Payment transaction ID (if applicable)
• Detailed description of the issue
• Photos or evidence (for quality issues)

11. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated via email or in-app notification.

Your continued use of our services after changes are posted constitutes your acceptance of the modified policy.

12. Governing Policy

This policy is part of our Terms of Service and is governed by the same terms. In case of any conflict, the Terms of Service shall prevail.