Cancellation & Refund Policy
This policy explains Bento Box cancellation, settlement, wallet-credit and refund rules. The app shows the applicable rule before payment and in order details.
Refunds are not automatic for every situation. Eligible source refunds are processed through the original payment method where possible, normally via Razorpay after Bento Box approval and reconciliation.
1. Trial meal
Paid trial meals are non-refundable. One trial meal is available per verified customer/phone number, subject to address approval, menu availability, slot capacity and Bento Box rules.
2. Single meal
A paid single meal is eligible for a full source refund only if cancelled by 9:00 PM IST on the calendar day before delivery. Cancellation after this cutoff is non-refundable.
3. Weekly and monthly packs
- The 5-meal weekly pack is valid for 10 calendar days from issue.
- The 20-meal monthly pack is valid for 45 calendar days from issue.
- If you inform Bento Box before expiry, Bento Box may grant one additional 7-day grace extension.
- Refund eligibility for unused meals is checked against the original 10/45-day validity period.
- Skips made before the previous-day 9 PM cutoff keep the meal unused for rescheduling within pack validity.
4. Unused-meal settlement choices
For eligible unused pack meals, the app may show calculated settlement choices. The customer selects the preferred option, and Bento Box reviews/processes it.
| Choice | How value is calculated | How it is given |
|---|---|---|
| Source refund | Consumed meals are repriced at their regular purchase-time single-meal prices. The remaining eligible amount is calculated from the original paid pack snapshot. | Original payment method through Razorpay where possible |
| Wallet credit | Based on the original discounted pack value allocated to eligible unused meals, not on later menu prices. | Bento Box wallet, with expiry shown at issue |
| Manual rescheduling | Bento Box-approved movement of an unused meal within applicable service and capacity rules. | Future Bento Box delivery slot |
5. Wallet credit expiry
Wallet credit issued from a weekly-origin pack normally expires 15 days after issue. Wallet credit issued from a monthly-origin pack normally expires 30 days after issue. Other goodwill or campaign credits may have the expiry shown when issued.
6. Holidays, Bento Box closure and menu changes
Starting two days before a public holiday or Bento Box closure, affected customers are notified daily until they respond or the closure passes. Customers may leave the meal unused for rescheduling within pack validity, request wallet credit, or choose the available refund option shown in the app.
If Bento Box changes a finalised weekly menu or uses a substitute, customers may be informed before service. If Bento Box cannot fulfil a confirmed paid meal for an operational reason, Bento Box will decide an appropriate remedy such as rescheduling or wallet credit.
7. Failed delivery attempts
If a delivery fails because the customer is unavailable, the address is inaccessible, safe handover is not authorised, or the customer does not confirm/receive the meal after reasonable contact attempts, the order may be marked failed and no refund may be provided. Bento Box sends warnings through app/WhatsApp where configured.
8. Late, duplicate or failed payment
- An order is confirmed only after payment success is verified.
- If payment succeeds after a checkout hold expires, Bento Box rechecks fulfilment. If fulfilment is no longer possible, the amount is refunded to the original source where possible.
- Verified duplicate payments are refunded and do not create extra meal entitlements.
- Payment-provider failures, bank timelines and reversal availability may affect processing time.
9. Refund processing timelines
Approved normal source refunds are expected to take about 7-10 working days after the refund is initiated, subject to Razorpay, bank and payment-method timelines. Manual fallback transfers may require additional verification and support evidence.
10. How to request support
Use the in-app support flow where available, or email support@thebentobox.co.in with your registered phone number, order/receipt reference and issue summary. Do not share OTPs or full payment credentials.