Refund & Cancellation

Food Side

Our Commitment to Fairness

At Bollineni Ventures, customer satisfaction is our priority. This Refund & Cancellation Policy explains the conditions under which cancellations, refunds, replacements, or compensation may be provided for orders placed through the Food Side App.

Due to the perishable nature of food products, refunds are evaluated carefully and may vary depending on the issue reported.

Food Side App by Bollineni Ventures — Effective Date: June 2026

Order Cancellation Policy

1.1 Cancellation Before Restaurant Confirmation

Customers may cancel the order before the restaurant accepts or starts preparing the order. Full refund will be provided. Refund will be processed to the original payment method.

1.2 Cancellation After Restaurant Confirmation

Once the restaurant begins preparing the order: Cancellation may not be allowed. Partial cancellation charges or full cancellation charges may apply. Refund eligibility depends on preparation status and delivery assignment.

1.3 Cancellation Due to Delivery Delay

If the delivery is excessively delayed due to restaurant or delivery partner issues, customers may request cancellation and compensation subject to review.

Eligible Refund Situations

Refunds or replacements may be approved in the following cases:

•Order not delivered

•Wrong item delivered

•Missing items

•Damaged or spilled food

•Spoiled or unsafe food

•Incorrect customization

•Duplicate payment deduction

•Restaurant unable to fulfill the order

•Order marked delivered but not received

Customers may be required to provide: Photos/videos of the issue, Order details, Packaging images where applicable

Partial Refunds

Partial refunds may be provided when:

•Only specific items are missing

•One or more items are incorrect

•Quality issues affect only part of the order

The refund amount will be limited to the affected items only.

Non-Refundable Situations

Refunds will generally NOT be provided in the following situations:

•Change of mind after order confirmation

•Incorrect address provided by customer

•Customer unavailable at delivery location

•Minor delays caused by traffic, weather, or external conditions

•Taste preferences or personal dislike

•Orders refused at the time of delivery

•Failure to answer delivery calls/messages

Failed Payments

If payment is deducted but the order is not successfully placed:

•The amount will usually be auto-reversed by the bank/payment gateway.

•Processing time may take 5–7 business days depending on the bank.

•If refund is not received within the expected timeline, customers may contact support.

Refund Processing Timeline

Payment Method: UPI — Expected Refund Time: 2–5 Business Days

Payment Method: Debit/Credit Card — Expected Refund Time: 5–7 Business Days

Payment Method: Net Banking — Expected Refund Time: 3–7 Business Days

Payment Method: COD Orders — Expected Refund Time: Bank Transfer (if applicable)

Actual timelines may vary based on banking partners.

Reporting an Issue

Customers must report issues within:

•24 hours for food delivery complaints

•Immediately upon delivery for missing or incorrect items where possible

Issues can be reported through:

•In-app Support

•Order Help Section

•Customer Care Email

•WhatsApp Support

Fraud Prevention

Bollineni Ventures reserves the right to:

•Reject fraudulent refund claims

•Suspend accounts involved in abuse or repeated false complaints

•Verify complaints using order history, GPS logs, call records, and submitted evidence

Force Majeure

Refunds may not be guaranteed during events beyond reasonable control, including:

•Natural disasters

•Government restrictions

•Severe weather conditions

•Internet/payment gateway failures

•Public emergencies

Clear, fair, and transparent policies to protect both customers and restaurant partners.

Need Help?

Have Questions About Refunds?

For any refund-related support, please reach out to our customer support team.

Email Support

info@foodside.co.in admin@foodside.co.in

Phone Support

+91 86880 43861

Mon-Sat: 9AM - 7PM

In-App Support

Order Help Section

WhatsApp Support

Report an Issue