Refund Policy

Last Updated: 10 March, 2026

Appayon Food Delivery Service

Refund Eligibility Criteria

Refunds or account credits may be issued in specific situations where the delivery experience falls short of our standards. To qualify, you must report the issue within 24 hours of the scheduled delivery time directly through the Appayon app (via the order details page) or by contacting our customer support team at helo@baulainnovation.com or +880 1619-166516

Eligible scenarios include:

Non-Delivery: If your order isn’t delivered within a reasonable timeframe (typically within the estimated window plus any communicated delays) and you confirm you never received it, we’ll issue a full refund or send a replacement at no extra cost.
Wrong Item(s) Delivered: When the items you receive are substantially different from your order—such as missing key components, entirely substituted dishes, or incorrect quantities—we’ll refund the affected portion or the full order, depending on the discrepancy.
Damaged or Spoiled Food: If your food arrives in an unsanitary state, visibly spoiled (e.g., wilted, discolored, or off-smelling), or with packaging that’s torn open or leaking, compromising safety or quality, you’re entitled to a full refund plus any applicable delivery fees.
Excessive Delay: If delivery takes more than 60 minutes beyond the original estimated time (as shown in your order confirmation), and you notify us before acceptance or cancellation, we’ll refund your order in full without penalty.

Partial Refunds:

We issue proportional refunds when only a portion of your order is affected, ensuring you only pay for what you actually received in good condition. This applies precisely if:

Missing Items: In instances where one or more items specified in the order are not delivered, Appayon shall reimburse the full prevailing menu price for each omitted item—determined at the time of order placement—together with a proportionally allocated portion of applicable delivery and service charges, calculated relative to the total order value.
Incorrect Items: Should designated items materially deviate from the ordered specifications (including but not limited to type, quantity, preparation method, or customizations), with the remainder of the order conforming accurately, reimbursement shall equal 100% of the menu price for each discrepant item, contingent upon substantiating evidence.
Quality Defects Limited to Specific Items: Where defects such as physical damage, spoilage, contamination, or packaging compromise only isolated items—rendering them unsuitable for consumption or use—while other components remain unimpaired, Appayon shall refund the entirety of the affected items’ menu prices, subject to review of provided documentation attesting to the isolated nature of the issue.

Customers must report issues within 24 hours of delivery through the Appayon app or by contacting customer support.

Non-Refundable Scenarios

Refunds shall not be granted under the following conditions, designed to uphold operational integrity, mitigate abuse, and ensure equitable resource allocation:

Incorrect Delivery Address Provided by the Customer: Delivery attempts that fail solely due to inaccuracies, incompleteness, or inaccessibility in the address furnished by the customer at checkout (e.g., erroneous landmarks, unlisted unit numbers, or restricted access points) render the order non-refundable. Customers are advised to meticulously verify address details prior to confirmation.
Customer Unavailability to Receive the Order: If the customer or authorized recipient is absent, unreachable, or declines handover during the scheduled delivery window, and the delivery personnel adhere to Appayon’s standard protocols (including photo verification where applicable), the order is deemed successfully tendered, precluding any refund.
Order Cancellation After Food Preparation Began: Requests to cancel received after the restaurant initiates preparation, as indicated in real-time order status updates, incur full charges to compensate for incurred labor, ingredients, and opportunity costs, rendering refunds unavailable.
Refund Request Submitted Outside the Reporting Timeframe: Claims lodged beyond the 24-hour window commencing from the actual or estimated delivery time are ineligible, as timely submission facilitates evidence preservation and prompt adjudication.
Issue Cannot Be Verified After Review: Even if submitted on time, we deny refunds if your proof (like photos, videos, or notes) doesn’t clearly show the problem after we check it.

These provisions complement additional non-refundable scenarios

Order Cancellation Rules

We allow cancellations to accommodate changes in plans, but timing matters due to restaurant commitments:

Before kitchen acceptance: Cancel anytime via the app for a full refund to your original payment method, typically within 3-7 business days.
After acceptance but before preparation: Possible at the Kitchen’s discretion; if approved, expect a full or partial refund minus any prep fees.
After preparation begins: Generally not permitted, as food waste occurs. No refunds or credits in this case.

Refund Processing and Methods

Once approved (usually within 24-48 hours of your report), refunds are processed efficiently:

Original payment method: Credit card, mobile wallet (e.g., bKash, Nagad), or bank transfer.
Replacement order: Offered where feasible (e.g., quick redelivery of missing items).

Processing time: 3–7 business days, varying by payment provider (e.g., faster for wallet credits). Track status in your app under “Order History.”

Fraud and Abuse Protection Measures

Baula Innovation is committed to a fair platform for all users. We reserve the right to:

Deny requests suspected of fraud (e.g., fabricated claims with inconsistent evidence).
Investigate patterns of repeated refunds without valid reasons.
Suspend or terminate accounts engaging in abuse, such as frequent cancellations or false reports.

This protects restaurants, couriers, and genuine customers. If you have questions, our support team is here to help clarify.

Contact Information

Baula Innovation
Plot 45, Navana Tower (4th floor), Gulshan 1, Dhaka 1212
Email: helo@baulainnovation.com
Phone: +880 1619-166516