Refund & Cancellation Policy
Effective Date: April 1, 2026 · MyCityByt.com, Hyderabad, Telangana, India
Table of Contents
1. Overview
MyCityByt.com facilitates pre-order meal bookings between buyers and sellers. Because meals are freshly prepared to order per slot, our cancellation and refund policy is time-sensitive and closely tied to each slot's cutoff time.
We encourage buyers and sellers to resolve order issues directly. Our support team steps in when an agreement cannot be reached.
2. Buyer Cancellations
✅ Full Refund
Order cancelled before the slot cutoff time. Full amount refunded to original payment method.
❌ No Refund
Order cancelled after the slot cutoff time. Seller has already begun preparation. No refund issued.
⚠️ Case-by-Case
Emergency situations (illness, bereavement). Submit a complaint within 2 hours of cutoff. Reviewed by admin.
To cancel an order, go to My Orders → Order Detail → Cancel Order before the slot cutoff time shown on your order page.
3. Seller Cancellations
If a seller cancels a confirmed order or fails to fulfil it, the buyer will receive a full refund automatically. Repeated seller cancellations may result in account suspension.
Sellers must cancel slots they cannot fulfil at least 2 hours before the cutoff time to avoid penalties. Last-minute cancellations without notice are subject to platform review.
4. Refund Eligibility
| Scenario | Refund | Notes |
|---|---|---|
| Buyer cancels before cutoff | 100% | Automatic on cancellation |
| Seller cancels confirmed order | 100% | Automatic |
| Order not delivered (no update) | 100% | Raise complaint within 24 hours |
| Food quality issue / wrong item | Up to 100% | Evidence (photo) required. Reviewed within 48 hours |
| Partial order missing | Proportional | Based on missing item value |
| Buyer cancels after cutoff | None | Not eligible |
| Buyer no-show for pickup | None | Not eligible |
| Taste preference | None | Not a valid refund reason |
| Payment failure (amount debited, order not placed) | 100% | Typically auto-reversed by bank in 5–7 days |
5. Refund Process & Timeline
For payment failure refunds (amount debited but order not confirmed), please contact support@smartkitchen.in with your transaction ID and we will resolve it within 1 business day.
6. Dispute Resolution
6.1 Buyer–Seller Disputes
If you have an issue with a delivered order (wrong items, quality concerns, missing items), please:
- Take a clear photo of the food/packaging as evidence.
- Raise a complaint within 24 hours of the scheduled delivery/pickup time.
- Our support team will contact both parties and issue a decision within 48 hours.
6.2 Escalation
If you are unsatisfied with the support team's decision, you may escalate by emailing support@smartkitchen.in with subject line "Escalation: [Order Number]". Escalations are reviewed by a senior team member within 72 hours.
6.3 Chargebacks
We strongly encourage using our dispute resolution process before initiating a chargeback with your bank. Chargebacks initiated without contacting us first may result in account suspension.
7. Non-Refundable Cases
- Orders cancelled after the slot cutoff time.
- Buyer no-show for a confirmed pickup order.
- Taste or personal preference dissatisfaction.
- Complaints raised more than 24 hours after delivery/pickup time.
- Subscription plan fees (monthly/annual plans).
- Platform commission charged on completed orders.
8. Contact Us
For refund or cancellation queries, contact our support team:
MyCityByt.com Support
Email: support@smartkitchen.in
Address: Hyderabad, Telangana, India
Support Hours: Monday–Saturday, 9 AM – 6 PM IST