Refund & Cancellation Policy

1. Current waitlist phase

AvenBites is currently pre-launch. Joining our waitlist is free and does not involve any payment, so there is nothing to refund at this stage. This policy describes how refunds and cancellations will work once ordering goes live, so you know what to expect in advance.

2. Once ordering goes live

When AvenBites opens ordering at an outlet near you, this policy will govern all purchases made through the platform. By placing an order, you agree to the terms below.

3. Order cancellations

• Orders (pickup or delivery) can be cancelled free of charge any time before the kitchen begins preparation (shown live in-app as "Order Received").
• Once preparation has started, the order cannot be cancelled, since it's cooked fresh specifically for your pickup slot or delivery dispatch.
• Delivery orders that have already been handed to a rider cannot be cancelled.
• If AvenBites is unable to fulfil your order for any reason on our end, you'll receive a full, automatic refund.

4. Missed / unclaimed pickups

Self-Pickup orders not collected within 30 minutes of the pickup window are treated as unclaimed. As the food is prepared fresh to order and cannot be resold, unclaimed pickups are not eligible for a refund, except where the delay was caused by an outlet-side error (e.g. incorrect readiness notification).

5. Delivery-specific issues

• Failed delivery: if a rider is unable to reach you at the provided address/contact after reasonable attempts, the order may be cancelled and a partial refund issued (minus preparation cost), at our discretion.
• Late delivery: significant delays beyond the estimated window (outside traffic/weather-related exceptions) may be eligible for a delivery-fee refund or order credit.
• Wrong address: orders undeliverable due to an incorrect address or pin location supplied by the customer are not eligible for a refund; please double-check your pin on the map picker before confirming.
• Damaged in transit: spillage or damage clearly caused during delivery is eligible for a free replacement or refund — report with a photo within 2 hours of delivery.

6. Quality & order-accuracy issues

If your order arrives incorrect, incomplete, or not meeting our quality standards, please report it within 2 hours of pickup or delivery via our support option or support email, ideally with a photo. Verified issues will be resolved through, at our discretion:

• A free replacement item on your next order; or
• A refund to your original payment method or AvenBites wallet credit.

7. Refund timelines

Approved refunds will be processed to your original payment method within 5–7 business days, subject to your bank/payment provider's own processing time. Wallet credits, where applicable, will reflect in your account within 24 hours of approval.