Refund & Cancellation Policy

Our commitment to fair and transparent refund practices.

Last updated: April 1, 2026

1. Overview

At BitirFood, we want you to have a great experience every time you use our Service. This Refund & Cancellation Policy outlines the circumstances under which you may be eligible for a refund and how our cancellation process works.

2. Order Cancellation by User

2.1 Before Confirmation

If your order has not yet been confirmed by the Business Partner, you may cancel it directly through the app. A full refund will be issued to your original payment method.

2.2 After Confirmation

Once an order is confirmed by the Business Partner, cancellation may be subject to the following:

  • More than 2 hours before pickup: Full refund
  • 1-2 hours before pickup: 50% refund
  • Less than 1 hour before pickup: No refund (the business has already prepared your package)

3. Order Cancellation by Business

If a Business Partner cancels your order for any reason (e.g., sold out, unexpected closure), you will receive a full refund automatically. We may also provide a courtesy coupon for your next order.

4. No-Show Policy

If you fail to pick up your order within the designated pickup window without cancelling in advance, the order will be marked as a no-show. No refund will be issued for no-show orders, as the food was prepared and set aside for you.

5. Quality Issues

If you experience a quality issue with your surprise package (e.g., spoiled food, incorrect items, or safety concerns), please contact us within 24 hours of pickup with:

  • Your order number
  • A description of the issue
  • Photos if applicable

We will investigate the claim and may issue a full or partial refund, or a coupon for a future order, depending on the circumstances.

6. Refund Processing

  • Refunds are processed through Stripe, our payment processor
  • Refunds typically appear within 5-10 business days, depending on your bank
  • Refunds will be issued to the original payment method used for the purchase
  • Coupon refunds are applied instantly to your BitirFood account

7. Coupon Refunds

If a coupon was applied to your order:

  • For a full refund, both the monetary payment and coupon will be restored
  • For a partial refund, the monetary portion will be refunded first

8. Dispute Resolution

If you are unsatisfied with our refund decision, you may:

  • Contact our support team at support@bitirfood.com for further review
  • File a dispute through your payment provider (Stripe)

We are committed to resolving all disputes fairly and promptly.

9. Exceptions

Due to the nature of surprise packages, we cannot offer refunds based solely on personal food preferences. The "surprise" element means contents may vary, and this is communicated clearly at the time of purchase.

10. Contact Us

For refund requests or questions, contact us at: