Customer Policies

 

Effective: January 01, 2022 (Version 1)

Welcome to BaseBites (“we”, “us”, “BaseBites”). This Agreement and Policies document (“Agreement”) governs your use of the BaseBites website, mobile apps, and related services (collectively, the “Services”). By creating an account or placing an order, you agree to this Agreement in full.

1. Acceptance of Terms

By accessing or using BaseBites, you agree to follow all rules and policies outlined in this Agreement. If you do not agree, do not use our Services.

2. Eligibility

  • You must be at least 18 years old.

  • You must have the legal capacity to enter a binding agreement.

3. Account Registration

  • Provide accurate, current, and complete information.

  • Keep your password and account secure.

  • You are responsible for all activity under your account.

  • BaseBites may suspend or terminate accounts for violation of these Terms.

4. Service Description

  • BaseBites connects customers with restaurants and independent delivery partners.

  • We do not prepare food; restaurants operate independently.

  • Delivery is facilitated by independent delivery partners (“BaseBites Dashers”).

4.1 Alcohol & Age-Restricted Items Policy

  • BaseBites does not currently permit the delivery of alcohol or other age-restricted items through the BaseBites platform.

  • BaseBites Dashers may be under the age of 21, and BaseBites cannot guarantee that an eligible BaseBites Dasher who meets an applicable age requirement will accept a particular order. BaseBites also does not require BaseBites Dashers to present identification for the purpose of verifying their age when completing deliveries.

  • Merchants may require a BaseBites Dasher to present identification solely to verify their identity or confirm they are authorized to pick up a customer’s order. This does not constitute age verification for the purchase or delivery of restricted items.

  • Customers should not include alcohol or other items requiring age verification in an Order & Deliver or Pickup Only order. Orders containing prohibited age-restricted items may be declined or canceled.BaseBites connects customers with restaurants and independent delivery partners.

5. Orders, Payment & Delivery Fees

5.1 Orders & Payment

  • Orders are subject to restaurant acceptance.

  • Payment is due at the time of order.

  • Prices and availability may change without notice.

  • The Safeguard Ordering Option allows Pickup Only customers to confirm BaseBites Dasher availability before paying the restaurant. This helps protect customers from being out of pocket for a food order if no BaseBites Dasher is available and the restaurant does not offer a refund.

    How It Works:

  1. Build your restaurant/store cart, but do not pay yet.

  2. Screenshot the cart and upload it when creating your Pickup Only order.

  3. Once a BaseBites Dasher accepts, complete payment with the restaurant/store.

  4. Send the order confirmation/order number to your BaseBites Dasher through the in-app chat.

If no BaseBites Dasher accepts and the BaseBites order is canceled, the BaseBites portion remains eligible for a full refund.

5.2 Delivery Fees

Customers pay delivery fees according to distance:

  • 0.1–5 miles: $13.99

  • 5.1–10 miles: $18.99

  • 10.1–15 miles: $24.99

5.3 Estimated Delivery

  • Delivery times are estimates only; delays may occur.

  • BaseBites is not liable for delays caused by restaurants or delivery partners.

6. Cancellation & Refund Policy

  • Order & Deliver orders may only be canceled while in Pending or Vendor Confirmed status.

  • Pending: Customers may cancel both Order & Deliver and Pickup Only orders directly through the BaseBites app.

  • Vendor Confirmed: For Order & Deliver orders, customers must contact BaseBites Support via text support, Contact Us, or Facebook Messenger to request cancellation before a BaseBites Dasher accepts the order.

  • BaseBites Dasher Accepted: Once a BaseBites Dasher accepts the order, the vendor begins preparing the order. At this point, cancellation requests may not be accepted due to food preparation already being underway.

  • Other types of refunds not mentioned above are issued at BaseBites’ discretion for:

    • Restaurant errors (wrong or missing items)

    • Delivery failures or significant delays

    • Other service-related issues

    • Tips go directly to Dashers and are non-refundable.

  • Pickup Only Refunds: If a Pickup Only order is canceled, BaseBites can only refund payments made directly through the BaseBites app. A full refund of the BaseBites portion is automatically initiated and typically appears within 3–5 business days. Orders placed and paid for through a restaurant, store, or third-party platform are not refundable by BaseBites, as those funds are never received by BaseBites.

7. User Conduct

You agree not to:

  • Use Services for unlawful purposes.

  • Harass or harm others.

  • Violate local laws or regulations.

  • Falsify account information or payment methods.

8. Privacy Policy

BaseBites respects your privacy. By using the Services, you agree to our collection and use of your personal information:

  • Information Collected: Name, email, phone number, payment details, order info, device info, app usage.

  • Use of Information: Process orders, communicate updates, improve Services, comply with laws.

  • Information Sharing: With restaurants, Dashers, service providers, or if required by law.

  • User Rights: Access, update, or delete personal information via 470‑222‑3130 or www.base-bites.com.

9. Safety & Guidelines

Customer Safety

  • Verify the delivery partner before accepting the order.

  • Inspect food for damage or missing items upon delivery.

Delivery Partner Safety

  • Dashers must comply with local traffic laws.

  • Use appropriate protective equipment when needed.

  • Maintain insurance for vehicles used for deliveries.

Reporting Issues

10. Disclaimers & Limitation of Liability

  • Services are provided “as is” and “as available.”

  • BaseBites is not liable for indirect, incidental, or consequential damages.

  • Maximum liability is limited to the amount paid for the relevant order.

11. Indemnification

You agree to indemnify and hold BaseBites harmless from claims arising from your use of the Services or violation of this Agreement.

12. Governing Law & Dispute Resolution

This Agreement is governed by the laws of the state where BaseBites operates. Disputes may be resolved via arbitration or in applicable courts.

13. Contact Information

For questions, concerns, or requests:
Phone: 470‑222‑3130
Website: www.base-bites.com