Refund & Cancellation Policy

1. Overview

This policy covers cancellations, failed or duplicate payments, approved merchant refunds, eligible order refunds, and the treatment of cashback or rewards when a transaction is reversed.

2. When a refund may be eligible

• Your account was debited but Bentto and the payment provider ultimately confirm that the transaction failed.
• The same authorised transaction was charged more than once.
• A participating merchant cancels an order or confirms that a completed payment should be refunded.
• An enabled delivery/order transaction is not fulfilled and the merchant or Bentto confirms refund eligibility.
• A transaction amount was incorrect and the merchant confirms the correction.
• Applicable law, card-network, UPI, banking or payment-provider rules require a refund.

3. Situations normally not eligible for a Bentto-initiated refund

• A correctly completed in-store transaction where the merchant has already provided the goods or service and does not approve a return or refund.
• Change of mind after consumption, use or completion of a service, unless the merchant's own policy allows it.
• Cashback that was reversed because the underlying purchase was refunded, cancelled, charged back, duplicated or identified as abusive.
• Loss caused by sharing payment credentials, UPI PINs, OTPs or account access with another person.

These limitations do not remove any right available to you under applicable consumer law.

4. Cancellation

For a pay-at-store transaction, cancellation is normally possible only before the payment is successfully authorised. For an order placed through an enabled ordering feature, cancellation availability depends on whether the merchant has accepted, prepared or dispatched the order and on any terms shown before checkout.

5. How to request a refund

Email benttohelp@gmail.com and include the Bentto transaction/order ID, merchant name, transaction date, amount, registered mobile number and a clear description of the issue. Screenshots or proof of debit may be requested where needed for verification.

6. Review and refund timeline

We aim to acknowledge a complete refund request within 2 business days. Once a refund is approved, Bentto or the relevant merchant will ordinarily initiate it within 5–7 business days. After initiation, the final credit time is controlled by the payment gateway, bank, card network or UPI provider and may require additional processing time.

Failed payments that are automatically reversed by a bank or payment provider may be credited without a separate Bentto refund request.

7. Refund method

Approved refunds are normally sent back to the original payment method. Cash refunds or transfers to a different account will not normally be used unless required by law or operationally authorised after verification.

8. Cashback and reward reversal

If a transaction that generated cashback is fully refunded, the related cashback may be reversed. For a partial refund, Bentto may recalculate the reward based on the final eligible transaction value. If cashback has already been redeemed, the equivalent amount may be adjusted against the user's reward balance or future eligible rewards, subject to applicable law.

9. Merchant disputes

For quality, return, warranty or service-performance issues relating to goods or services supplied by a participating merchant, the merchant is usually the first point of resolution. Bentto may assist with transaction evidence and communication where appropriate.

10. Refund support