Effective date: [07/24/2026] Last updated: [07/24/2026]
This Cancellation Policy ("Policy") governs cancellations of orders placed through the Ventabite platform ("Platform"), including orders involving Customers, Restaurants, and Delivery Partners. This Policy is incorporated by reference into the Ventabite Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service. Refund amounts, timelines, and processing are governed separately by the Ventabite Refund Policy.
A Customer may cancel an order free of charge within five (5) minutes of placing it, provided the Restaurant has not yet confirmed or begun preparing the order.
Once a Restaurant confirms an order, cancellation is no longer guaranteed and is subject to the Restaurant's discretion.
If a Customer requests cancellation after confirmation but before preparation has begun, the Restaurant may approve the cancellation at its discretion. Ventabite will display the Restaurant's decision to the Customer within the app.
Customers may request removal of individual items from an order only before the Restaurant confirms the order. Once confirmed, the order must be cancelled in full or fulfilled as placed.
Restaurants may cancel confirmed orders only for legitimate operational reasons (e.g., item unavailability, kitchen closure, technical or system error).
Restaurants must select a reason code at the time of cancellation. Reason codes are logged and visible to Ventabite for quality monitoring.
Restaurants with a cancellation rate exceeding [INSERT THRESHOLD, e.g., 5%] of confirmed orders in a rolling 30‑day period may have their platform visibility reduced and may be subject to review under the Restaurant Partner Agreement.
Ventabite may cancel any order where payment fails, fraud or abuse is suspected, the delivery address falls outside a serviceable zone, or the order otherwise cannot be safely or lawfully fulfilled.
Affected Customers will be notified promptly through the app.
If a Delivery Partner cancels or is unable to complete a delivery mid‑route, Ventabite will attempt to reassign the order to another available Delivery Partner.
If reassignment is not possible within a reasonable time, and the order cannot be safely fulfilled, the order is treated as cancelled. Where the order can still be safely fulfilled, delivery continues with an updated estimated arrival time.
Delivery Partners with a cancellation rate exceeding [INSERT THRESHOLD] in a rolling 30‑day period are subject to internal review, which may affect continued eligibility to deliver on the Platform, under the Delivery Partner Agreement.
Scheduled orders may be cancelled free of charge up to one (1) hour before the scheduled delivery or pickup time.
Cancellations made less than one (1) hour before the scheduled time may incur a preparation charge of up to 15% of the order subtotal, reflecting ingredient and labor costs the Restaurant has already incurred. This charge does not apply if the cancellation is due to Restaurant, Platform, or Delivery Partner error.
Ventabite, Restaurants, and Delivery Partners are not liable for cancellations or delays caused by events beyond reasonable control, including but not limited to severe weather, natural disasters, civil unrest, government restrictions, or widespread service outages.
Customers, Restaurants, or Delivery Partners who disagree with a cancellation outcome may file a dispute through the Ventabite Help Center within twenty‑four (24) hours of the cancellation.
Ventabite's support team will review order, restaurant, and delivery logs and issue a determination on cancellation validity. Determinations under this section are final on Platform‑facilitated matters, without prejudice to any rights a party may have under applicable law.
Ventabite may update this Policy from time to time. Material changes will be communicated to Customers, Restaurants, and Delivery Partners through the app or by email prior to taking effect.
