Terms of Service

These terms apply when you use the Bento Box app, website, customer support channels and meal-delivery services.

1. Operator

Bento Box - The Better Box is A Brand of Akshaaya Enterprises, operated by Karnakota Neeli Surakhitha, trading as Bento Box. FSSAI Registration No. 21526024001326 is valid from 4 May 2026 to 3 May 2027.

2. Eligibility and account use

• You must be at least 18 years old to create and use a Bento Box account.
• You are responsible for keeping your phone number and delivery details accurate.
• Bento Box may use OTP verification and may revoke an older active session when a new verified login is created.
• Do not share OTPs or use the service for fraudulent, abusive or unlawful purposes.

3. Service area and address approval

Bento Box currently serves Navi Mumbai - Kharghar delivery. Serviceability is confirmed in the app before checkout. Some addresses may require a separate service check or delivery-fee confirmation before an order is accepted.

Your first delivery address, and every newly added or materially edited address, must be approved before payment is enabled. Bento Box normally aims to review new addresses within one day, but approval is not guaranteed.

4. Meals, ingredients and allergens

• Published menus show ingredient names, declared allergens and rounded nutrition values.
• Bento Box does not publish proprietary ingredient gram quantities or dressing ratios.
• Meals are not medical, dietetic or clinical nutrition advice.
• Although declared allergens are shown, Bento Box cannot guarantee an allergen-free kitchen. Customers with severe allergies should contact support before ordering.
• Bento Box may inform customers about a menu change or suitable substitute when required after a weekly menu is finalised.

5. Ordering and cutoffs

• Trial and regular single-meal orders may be accepted until 9 AM on the delivery day, subject to kitchen availability and slot capacity.
• Weekly/monthly pack deliveries and customer changes normally lock at 9 PM on the previous calendar day.
• Delivery slots are 12-1 PM, 1-2 PM and 2-3 PM. Slot availability is confirmed before checkout.
• Checkout quotes and slot holds are temporary. A confirmed order is created only after payment is verified.

6. Pricing, delivery fees and receipts

• Regular meal prices may vary by meal within the approved range shown in the app.
• Weekly and monthly pack totals are calculated from selected meal prices minus the active pack discount.
• Delivery within the standard service area is currently included in meal pricing. Any separately applicable delivery fee is shown before payment.
• Prices may change for future orders, but paid orders keep their immutable checkout snapshot.
• Until GST registration is activated, Bento Box issues non-GST receipts and does not charge a separate GST line.

7. Payments, wallet and loyalty

• Razorpay is the primary payment gateway for launch. Production payments depend on successful merchant onboarding and live configuration.
• Approved source refunds are normally processed to the original payment method. Manual transfer is used only when gateway refund cannot be processed.
• Wallet credits, if issued, carry the expiry shown at the time of issue and can be used only as permitted in the app.
• Loyalty points and discounts are promotional benefits. They are awarded, redeemed, restricted, reversed or expired according to the app rules shown at the time.

8. Delivery attempts

Customers must be available at the selected delivery address and slot. If the customer is unreachable, Bento Box may contact the customer and wait briefly. If safe handover is not authorised or possible, the delivery may be marked failed and may be non-refundable.

Delivery may be confirmed through app acknowledgement, Bento Box OTP, rider proof, customer support review or other supported evidence. Disputes must be raised promptly within the app or by contacting support.

9. Cancellations, refunds and operational changes

Cancellation, refund, settlement, wallet-credit and rescheduling rules are explained in the Cancellation & Refund Policy. If Bento Box announces a public holiday or closure, affected customers will be notified and offered the applicable reschedule, wallet-credit or refund choices.

10. Support and food-safety issues

For suspected food-safety issues, preserve the meal/packaging where safe, stop consuming the meal and contact Bento Box quickly. Bento Box support is not emergency medical care; seek medical help immediately for serious symptoms.

11. Changes to the service

Bento Box may update menus, pricing, delivery coverage, providers, app features and these terms for future use of the service. Paid orders remain governed by their confirmed checkout snapshot and the rules shown at that time, except where a legal or safety requirement requires otherwise.

12. Contact

Email support@thebentobox.co.in or call +91 88502 17780 between 9 AM and 9 PM IST.