Refund, Cancellation & Quality Policy

1. Purpose

Bakali sells perishable fresh food. This policy explains when an order may be cancelled, when a refund/replacement/credit may be offered, how to report a quality issue, and how prepaid plan credits are treated. It should be read together with the Terms and Conditions.

2. Order cancellation before fulfilment

• A one-time order may be cancelled through the app while cancellation is still available and before the applicable confirmation/cutoff or fulfilment lock.
• If an order is cancelled before Bakali confirms/picks/prepares it, the amount paid for the cancelled order will generally be eligible for refund.
• Once fresh produce has been picked/packed, a salad/bowl/juice has been prepared, or the order has been confirmed for dispatch, cancellation may no longer be available because the products are perishable.
• Support may consider exceptional requests after confirmation, but approval is not guaranteed and may depend on whether preparation/dispatch has started.

3. Issues eligible for review

Please contact Bakali promptly if you receive:

• a wrong product or materially incorrect variant/quantity;
• a missing paid item;
• an item materially damaged in transit;
• fresh produce that is spoiled, rotten or clearly unfit for normal consumption at delivery;
• a leaking, broken or unsafe juice/food container;
• a meal/juice that materially differs from the order because of a Bakali fulfilment error; or
• an order that Bakali failed to deliver because of a Bakali/store/delivery operational failure.

4. Reporting a freshness or quality issue

1. Contact Bakali as soon as possible after delivery — preferably within 6 hours and, for perishable-quality claims, no later than 24 hours after delivery unless applicable law requires otherwise.
2. Provide the order ID, affected item, description of the issue and clear photographs/video showing the condition of the product and packaging.
3. Keep the affected item and packaging reasonably available until support confirms whether collection/inspection is required. Do not return food to a delivery partner unless instructed.
4. Bakali will review the available evidence, order records and delivery information before approving a replacement, refund or account/plan credit.

5. Resolution options

Depending on the issue and availability, Bakali may offer one or more of the following:

• replacement of the affected item;
• refund of the amount actually paid for the affected item;
• partial refund where only part of the quantity/order is affected;
• restoration of a prepaid plan credit where Bakali failed to provide the scheduled meal/juice;
• a goodwill credit/coupon in addition to, but not in place of, any refund required by law; or
• full order refund where the entire order failed or was materially unusable because of Bakali’s error.

6. Natural variation and non-refundable situations

A refund will generally not be provided merely because of:

• normal natural variation in colour, size, shape, surface appearance, sweetness, ripeness or texture of fresh produce, where the product remains reasonably fresh and fit for use;
• personal taste preference for an otherwise correctly supplied and fresh product;
• deterioration caused by delayed refrigeration, improper storage or handling after delivery;
• an incorrect or incomplete address supplied by the customer;
• the customer/recipient being unavailable, unreachable or refusing delivery after dispatch without a valid product/service issue;
• a cancellation request made after the applicable cutoff/confirmation when fresh products have already been picked, prepared or dispatched;
• free/promotional items, except where required by law or where their defect affects safety; or
• a promotional benefit not applying because the order did not meet the offer’s eligibility conditions.

This section does not limit remedies available for goods that are unsafe, materially defective, misdescribed or otherwise covered by non-excludable consumer rights.

7. Missing items, substitutions and unavailable stock

• If a paid item is missing, Bakali will verify the order and may refund or replace the missing item.
• Bakali should not substitute a materially different product without your consent where the substitution affects price, category or expected use.
• If an item becomes unavailable after payment, the unavailable item should be removed and refunded, or replaced only with your agreement. If the unavailable item makes the remaining order impractical, support may review cancellation of the affected order.

8. Delivery failure

• Bakali-caused failure: if Bakali cannot deliver the confirmed order because of store, capacity, delivery or other internal operational failure, the affected amount will be refunded or the applicable plan credit restored.
• Customer-caused failure: where delivery fails after dispatch because of an incorrect address, unavailable recipient, refusal to accept, inaccessible location, failure to provide delivery verification, or similar customer-side reason, the order may be treated as fulfilled/failed without refund to the extent fresh food cannot reasonably be resold, subject to applicable law.
• Weather, force majeure or local restrictions: Bakali may offer rescheduling, refund or credit depending on product condition, timing and what is reasonably possible.

9. Prepaid plans and credits

• Bakali may offer prepaid salad, bowl and/or juice plans. The number of credits, validity and slot/menu rules are displayed in the app before purchase.
• A skip made before the applicable cutoff should preserve the credit according to the plan rules displayed in the app.
• If Bakali cancels or fails to deliver a scheduled plan item, the credit should be restored and/or validity adjusted as appropriate.
• If the customer cancels/skips after the cutoff or is unavailable after preparation/dispatch, the credit may be consumed where fresh food has already been prepared, subject to the plan terms and applicable consumer law.
• Pausing a plan affects future scheduled deliveries only and is subject to the validity/maximum-pause rules displayed in the app.
• Unused credits at cancellation or expiry are handled according to the specific plan terms shown at purchase and applicable law. Any approved cash refund will never exceed the amount actually paid for the refundable unused portion.

10. Discount, coupon and delivery-fee adjustments

• Refunds are based on the amount actually paid after allocated discounts, coupons and promotional benefits.
• If only one item in a discounted order is refunded, the refund may be reduced to reflect the portion of the discount allocated to that item.
• Delivery/shipping fees are generally not refundable where the order was successfully delivered and only a product-level issue exists. If the entire delivery fails because of Bakali, applicable delivery fees should also be refunded.
• If a refund causes an order to fall below an offer threshold, Bakali will not retroactively charge the customer merely because the order qualified at checkout, unless the refund is linked to customer fraud/abuse.

11. Refund method and timeline

• Approved online-payment refunds will ordinarily be initiated to the original payment method where technically possible.
• For COD orders, an approved refund may be processed through UPI/bank transfer or another verified method communicated by support.
• After Bakali approves and initiates a refund, banks/payment providers may take additional time to reflect the amount. A typical processing window is approximately 5–10 business days, but actual timing depends on the payment provider/bank.
• If the original payment has not settled or a chargeback is already pending, Bakali may pause duplicate refund processing until the payment status is verified.

12. Fraud, misuse and repeated claims

Bakali may request additional verification and may reject claims that are fraudulent, fabricated, duplicated or materially inconsistent with order/delivery records. Repeated misuse may lead to withdrawal of promotional privileges or account restriction. Genuine consumer complaints must still be handled fairly and in accordance with law.

13. How to contact us

When contacting us, include your order ID, registered mobile number, affected item and supporting photos/video where relevant.