Refund & Cancellation Policy

1. Overview

This Refund and Cancellation Policy outlines the terms and conditions under which Ahaarie processes refunds, returns, and order cancellations for our gourmet meal delivery services in Rangpur City, Bangladesh. By placing an order with us, you agree to this policy.

2. Order Cancellation Policy

2.1 Cancellation Window

• Within 30 minutes of order placement: Full refund, no questions asked. Simply contact our support team.
• 30 minutes to 1 hour after order placement: 50% refund may apply as food preparation may have begun.
• After 1 hour: Cancellation may not be possible. Please contact support for assistance.

2.2 How to Cancel

To cancel an order, contact us immediately through any of these channels:

• Phone: Call our customer support hotline
• Email: ahaariebd@gmail.com
• Mobile App: Use the in-app cancellation feature (if available)
• WhatsApp: Message our support number

Please provide your order number for faster processing.

2.3 Subscription Cancellations

For meal plan subscriptions, you may cancel anytime. Cancellation will take effect from the next billing cycle. Refunds for the current cycle are subject to our standard refund policy based on usage and timing.

3. Refund Eligibility

Refunds are issued under the following circumstances:

3.1 Quality Issues

If you receive food that:

• Is spoiled, contaminated, or unsafe to consume
• Does not match the description or photos on our menu
• Has missing ingredients or incorrect preparation
• Arrives at an unsafe temperature (cold food that should be hot)

You must report quality issues within 2 hours of delivery with photo evidence.

3.2 Wrong Orders

If you receive:

• A completely different meal than what you ordered
• Missing items from your order
• Incorrect portion sizes or quantities

Report within 1 hour of delivery for fastest resolution.

3.3 Delivery Issues

Refunds or credits may be provided for:

• Orders delivered more than 45 minutes past the estimated delivery time
• Orders delivered to the wrong address due to our error
• Orders that could not be delivered due to our delivery partner's fault

3.4 Non-Refundable Situations

Refunds are not provided for:

• Incorrect delivery address provided by the customer
• No one available to receive the delivery at the specified address
• Change of mind after food has been delivered in good condition
• Taste preferences (unless there's a proven quality issue)
• Delays caused by force majeure events (natural disasters, severe weather, civil unrest)
• Reports made after 24 hours of delivery

4. Refund Process

4.1 How to Request a Refund

4.2 Refund Timelines

Processing times may vary depending on your bank or payment provider. We process all refunds within 24-48 hours of approval.

5. Replacement Policy

In many cases, we offer a replacement delivery instead of or in addition to a refund:

• Replacement orders are prioritized and delivered as quickly as possible
• We will prepare the correct items fresh and deliver at no additional cost
• If a replacement cannot be delivered within a reasonable time, a full refund will be issued

6. Partial Refunds

Partial refunds may be issued in the following cases:

• Missing individual items from a multi-item order
• Minor quality issues that don't affect the entire order
• Late delivery within acceptable thresholds (15-45 minutes)

7. Subscription Refunds

For weekly or monthly meal plan subscriptions:

• Unused days: Refunded on a pro-rata basis if cancelled mid-cycle
• Setup fees: Non-refundable after the first delivery
• Promotional pricing: Refunds calculated based on the actual amount paid

8. Special Circumstances

8.1 Allergies and Dietary Restrictions

If you have a medical emergency due to undeclared allergens in our food, contact us immediately. We take allergen safety seriously and will investigate thoroughly. Refunds in such cases are handled on priority.

8.2 Bulk and Catering Orders

For large orders (events, parties, corporate catering), cancellation and refund terms may differ. Please refer to your specific catering agreement or contact our team for details.

8.3 Promotional and Discounted Orders

Orders placed using promotional codes or discounts are eligible for refunds based on the actual amount paid, not the original price. Free items or promotional gifts are not eligible for monetary refund.

9. Dispute Resolution

If you are not satisfied with our refund decision:

• Escalation: Request to speak with a supervisor or manager
• Review: We will re-examine your case with additional attention
• Consumer Rights: You retain all rights under Bangladesh consumer protection laws

We are committed to fair resolution and customer satisfaction. Most disputes are resolved amicably within 48 hours.

10. Fraud Prevention

We reserve the right to deny refund requests if we detect:

• Pattern of excessive refund requests from the same account
• Fraudulent claims or falsified evidence
• Abuse of our refund policy

Such cases may result in account suspension or termination.

11. Changes to This Policy

Ahaarie reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. We will notify customers of material changes via email or through our platform.

12. Contact Us

For refund requests, questions, or assistance, reach out to our dedicated support team: