Refund & Cancellation Policy

At Vybe, we strive to ensure a smooth and seamless dining experience on your campus. Due to the fast-paced nature of cafeteria operations, our cancellation and refund policies are strictly automated by the system. Please read the following conditions carefully.

1. Order Cancellations

You may cancel your order directly through the Vybe application subject to the following time-based conditions:

• Immediate Orders: Can only be cancelled within 5 minutes of placing the order. Cancellation is not possible if the vendor has already accepted and marked the order as "Preparing" or "Ready."
• Scheduled Break 1 Orders: Must be cancelled before 10:00 AM on the day of pickup.
• Scheduled Break 2 Orders: Must be cancelled before 12:30 PM on the day of pickup.
• Once an order surpasses its respective cancellation window, or is marked as "Completed," it is considered final and cannot be cancelled or refunded.

2. Refund Process & Timelines

Refunds are processed automatically to your digital wallet under the following scenarios:

• User Cancellation: If you successfully cancel an order within the permitted timeframe, the base cost of the food will be refunded instantly to your Vybe Wallet.
• Vendor Rejection: If a vendor is unable to fulfill your order or marks an item as "Out of Stock" after payment has been captured, an automated refund for the unfulfilled items will be credited instantly to your Vybe Wallet.

3. Non-Refundable Fees

Please note that certain transaction fees are strictly non-refundable:

• Platform Convenience Fee: The fixed convenience fee (₹1.00) applied to each order is non-refundable, as it covers the immediate processing and routing of your request.
• Gateway Processing Fee: If you paid directly via the online payment gateway (UPI/Cards), the 1.6% Gateway Fee charged by our payment processor is non-refundable. Only the base cost of the food items will be returned to your wallet.

4. Wallet Top-ups & Balances

Funds loaded into the closed-loop Vybe Wallet are intended exclusively for use within the campus ecosystem.

• Wallet top-ups are final and cannot be refunded, reversed, or transferred back to your original bank account or UPI ID.
• Unused wallet balances upon your graduation or departure from the institution cannot be encashed. You must utilize the balance for campus purchases or request a conversion to physical vendor credit from the administration within 30 days of departure.

5. Failed Transactions

In the event that a payment fails or times out, but the amount is debited from your bank account or UPI, the transaction will be automatically reconciled by our banking partner. The debited amount will be refunded directly to your original payment source within 5 to 7 business days, depending on your bank's processing times.

6. Dispute Resolution

If you believe a refund was incorrectly processed or an order was marked completed without handover, you must raise a dispute within 24 hours of the transaction by contacting support. Vybe acts as a technology intermediary; disputes regarding food quality, taste, or hygiene must be resolved directly with the respective stall vendor.

Contact Support

If you have any questions regarding a refund or cancellation, please reach out to us: