Cancellation and Refund Policy

General

This Cancellation and Refund Policy ("Policy") applies to all Orders placed through the SmartMenu platform, including the website, mobile applications, and merchant-specific URLs (collectively, the "Platform"), operated by Billmykart Technologies Private Limited ("Company", "We", "Us", "Our").

This Policy should be read together with our Terms and Conditions. Unless otherwise defined here, capitalized terms have the meaning given to them in the Terms and Conditions.

The Company acts as an intermediary facilitating transactions between Buyers and Merchants. Cancellation and refund eligibility, timelines, and procedures may vary by Merchant and by the specific product or service category, and certain items may be excluded from cancellation or refund altogether.

Order Cancellation

1. Buyers may request cancellation of an Order before it has been accepted, prepared, or dispatched by the Merchant. Once a Merchant has begun preparing or has dispatched an Order, cancellation may no longer be possible.

2. Merchants reserve the right to cancel an Order at their discretion, including but not limited to situations involving stock unavailability, inability to fulfil the Order, pricing errors, or suspected fraudulent activity.

3. The Company may also cancel an Order where required to comply with applicable law, prevent misuse of the Platform, or where the Merchant is unable to be reached to confirm the Order.

4. Where an Order is cancelled by the Merchant or the Company for reasons not attributable to the Buyer, any amount already paid shall be refunded in accordance with this Policy.

Refund Eligibility

1. Refunds are considered in circumstances including, but not limited to: cancellation of an Order prior to fulfilment, non-delivery of an Order within the agreed timeframe, delivery of an incorrect, damaged, or materially different product or service than what was ordered, or duplicate payment for the same Order.

2. Certain products, services, or categories of Orders including perishable food and beverage items that have already been prepared or dispatched may not be eligible for cancellation or refund once confirmed by the Merchant, except where required by applicable law.

3. Refund requests must be raised within a reasonable time from the date of the Order, and the Company or Merchant may request supporting information or documentation to verify the claim.

Refund Process

1. Once a refund request is verified and approved, the refund will be processed within 5-7 working days from the date the request is received.

2. Approved refunds are credited to the original payment method or bank account used to make the payment, except for cash on delivery Orders, which are refunded through an electronic payment transfer in accordance with the policies of our third-party payment gateway.

3. Refunds are made in Indian Rupees and shall be equivalent to the transaction price actually received for the Order.

4. Buyers will receive an email or notification confirming that their refund has been processed once the funds have been credited.

5. Where a refund cannot be completed due to incorrect or outdated bank account or payment details provided by the Buyer, the Company and its third-party payment processors shall not be liable for any resulting delay or loss, and the Buyer may be asked to provide updated details to complete the refund.

Grievance Redressal

If you have a question or grievance regarding a cancellation or refund, please contact our Grievance Officer at support@smartmenu.com with your Order details and a description of the issue.

We will acknowledge your grievance within 48 hours of receipt and endeavour to resolve the matter within one month. We may request additional information to help resolve your request; failure to provide this information may delay resolution.

Changes to this Policy

The Company may update this Policy from time to time. Any changes will be published on the Platform and take effect immediately upon publication. Your continued use of the Platform after such changes constitutes acceptance of the updated Policy.