Refund policy
When we give the money back, how fast, and how to ask.
Food is not a shirt — you cannot send it back and put it on the shelf again. So our rule is simple: if the mistake is ours, the money is yours. This page says what counts as our mistake.
Our promise
If the food that reaches you is not the food we meant to send, we make it right. No long forms, no arguing — one phone call is enough.
When we refund
- The wrong dish arrived, or an item was missing from the bag.
- The food arrived cold, spilled or spoiled.
- There is something in the food that should not be there.
- The order never arrived at all.
- You were charged twice for the same order.
- We cancelled your order after taking payment.
Please tell us within two hours of delivery, and keep the food until we have seen a photo — that is how we work out what went wrong in the kitchen.
When we cannot refund
- The dish simply was not to your taste, though it was cooked as described.
- You ordered the wrong item and the kitchen had already cooked it.
- The address or phone number given was wrong, so the rider could not deliver.
- Nobody was there to take the order after two calls.
- The whole plate was eaten and the complaint came afterwards.
- The complaint came more than 24 hours after delivery.
How to ask for a refund
- Call or message us with your order number — it is on the confirmation SMS and on your account page.
- Send a photo of the food as it arrived.
- Tell us in one line what went wrong.
We answer the same day. Most cases are decided while you are still on the phone.
How long the money takes
- bKash / Nagad — 1 to 3 working days.
- Card — 5 to 10 working days, depending on your bank.
- Cash on delivery — the rider hands it back on the spot, or we send it to your mobile wallet the same day.
- Store credit — instantly, if you would rather have that.
Once we have sent the money the bank takes over, and that part is out of our hands.
Cancelling before we cook
Cancel while the order still says pending or confirmed and you get every taka back, delivery fee included. Once the kitchen screen shows cooking, the ingredients are already in the pan and the order cannot be cancelled for free.
Failed and duplicate payments
If money left your account but the order never appeared, do not order again — call us with the transaction id. Failed payments usually bounce back on their own within 72 hours; duplicates we return the same day we confirm them.
Partial refunds and replacements
If one dish out of four was wrong, we refund that dish, not the whole bill. Where it makes more sense we cook the item again and send it out — you choose which one you would rather have.
If you are still not happy
Ask for the manager. If that still does not settle it, write to us by email and the owner reads it. We would rather lose the money than lose you.