Effective Date: October 10, 2026 • Clear, Fair, and Transparent Resolutions
At Baedal, we want customers to have a smooth and reliable food ordering experience. This policy explains when you may request a cancellation, refund, or resolution.
Due to the perishable nature of prepared food, food items generally cannot be physically returned once delivered.
However, customers may contact our support team if an order is incorrect, incomplete, damaged, spoiled, or otherwise significantly different from what was ordered.
Each complaint will be reviewed based on the order details and the circumstances reported.
Customers may be eligible for a full or partial refund in the following circumstances:
Refund eligibility and the amount refunded will depend on the circumstances, available evidence, applicable law, and the resolution appropriate to the issue.
A refund may not be available in circumstances such as:
These conditions do not limit any consumer rights or remedies available under applicable law.
Customers may request cancellation before the restaurant accepts the order. If payment has already been collected, an eligible refund will be initiated.
Once the restaurant has accepted the order or started food preparation, cancellation may be restricted because the food may already be in preparation. If cancellation is accepted, any refund will be determined according to the circumstances and applicable law.
If a restaurant or Baedal cancels a paid order, the customer will be eligible for a refund of the amount paid for the cancelled order, subject to any lawful adjustments applicable to the transaction.
Customers should follow these steps:
Please report incorrect, missing, damaged, or spoiled items as soon as reasonably possible after delivery so that the issue can be investigated promptly.
Once a refund is approved, it will be initiated through the applicable payment method or payment provider.
The time required for the funds to appear in the customer's account depends on the payment method, bank, card issuer, or payment service provider.
If a refund has not appeared within the timeframe communicated by our support team or payment provider, customers may contact us for assistance.
Where possible, refunds will be returned to the original payment method used for the transaction.
For cash-on-delivery orders, an approved refund may be handled through a supported refund method or another mutually agreed process, subject to verification and applicable law.
Security Notice: Baedal will not request passwords, OTPs, or other confidential authentication credentials to process a legitimate refund.
A partial refund may be appropriate when only part of an order is affected, such as a missing item, an incorrect item, or an issue affecting only a portion of the order.
The refund amount will be determined after reviewing the reported issue and relevant order details.
If an order involving a promotional offer or coupon is cancelled or refunded, the treatment of the discount, coupon, or promotional benefit will depend on the applicable offer terms.
Any refund will be calculated transparently, taking into account the amount actually paid and applicable legal requirements.
If money is deducted from a customer's account but the order is not confirmed, the customer should check the order history and payment status before placing another order.
Failed or reversed transactions may be resolved automatically by the payment provider. Duplicate successful charges should be reported to Baedal with the relevant transaction details so that they can be investigated.
Restaurants are responsible for preparing food in accordance with the confirmed order and applicable food safety requirements.
Delivery partners are responsible for handling and delivering assigned orders with reasonable care.
Baedal will review reported order issues and coordinate with the relevant restaurant, delivery partner, or payment provider where necessary to help resolve the complaint.
Baedal may investigate repeated, inconsistent, or potentially fraudulent refund requests. Where permitted by applicable law, appropriate action may be taken against verified abuse of the refund process.
Legitimate customer complaints and statutory consumer rights will not be denied solely because a customer has previously requested a refund.
Baedal may update this Return & Refund Policy to reflect changes in our services, business practices, or legal requirements.
The updated version will be published on our website with the revised effective date.
For cancellation, return, or refund assistance, please contact:
Please include your order number and a clear description of the issue so that we can review your request.
Thank you for choosing Baedal.