Cancellation Policy

Last updated on: 15th December 2025

This Cancellation Policy explains the rules and conditions under which orders placed on the website or web application may be cancelled, modified or refunded. This Policy forms an integral part of our Terms and Conditions and should be read along with them.
Bakaloo operates on a quick-commerce model designed for fast picking, packing and delivery of vegetables, fruits, groceries and other daily-need products. Due to the nature of this service, the ability to cancel or modify orders is limited and subject to the conditions described below.

Order Cancellation by the Customer

Once an order is placed on the Platform, it immediately enters processing so that we can deliver it within a short timeframe. Because of this fast fulfilment process, order cancellation is allowed only within a very limited time window, as shown on the order screen or app (if available).

If the option to cancel is visible on the Platform for your order, you may cancel the order directly through the app or website within that time. Once the order has reached a stage where picking, packing or dispatch has begun, cancellation may no longer be possible.

If cancellation is not available on the Platform for your order, it means the order has already progressed beyond the cancellable stage and cannot be cancelled, even if the estimated delivery time has not yet elapsed. This approach is consistent with cancellation policies followed by other quick-commerce platforms due to operational constraints.

Order Modification

Order modification (such as adding, removing or changing items, delivery address or delivery instructions) may be allowed only before the order reaches a certain processing stage. Any modification option, if available, will be shown on the Platform.

Once an order has been packed or dispatched, no changes or modifications can be made. Customers are requested to review their cart, delivery address and contact details carefully before placing the order.

Cancellation by Bakaloo

Bakaloo reserves the right to cancel an order, in whole or in part, at any time prior to delivery, including but not limited to the following situations:

• Non-availability of one or more products
• Quality issues identified during packing
• Incorrect pricing or description due to technical or human error
• Operational constraints or delivery limitations
• Suspicion of fraudulent, abusive or bulk ordering activity
• Incorrect or incomplete delivery address or inability to contact the customer
• Force majeure events such as natural calamities, strikes, local restrictions or system failures

In such cases, if payment has already been made, the applicable amount will be refunded in accordance with this Policy.

Cancellation Due to Customer Unavailability or Refusal

If a delivery attempt is made and the customer is unavailable, unreachable, or refuses to accept the order without a valid reason, the order may be treated as cancelled.

In such situations, refunds may not be issued, especially for perishable items such as vegetables and fruits, as these products cannot be resold. Bakaloo reserves the right to decide refund eligibility on a case-by-case basis, keeping in mind the nature of the products and the reason for non-delivery.

Refunds for Cancelled Orders

Where an order is successfully cancelled by the customer within the allowed time window, or cancelled by Bakaloo due to reasons attributable to us, a refund will be initiated for the applicable amount.

Refunds will be processed to:

• The original payment method used at the time of placing the order, or
• Bakaloo wallet / credits (if applicable or agreed by the customer)

The time taken for the refund to reflect in your account depends on your bank or payment service provider and is typically completed within 5–7 working days, though it may take longer in some cases.

For cash-on-delivery orders, refunds (if approved) may be processed through digital payment methods such as UPI or wallet credits.

No-Cancellation / No-Refund Situations

Refunds or cancellations may not be allowed in the following cases:

• Requests made after the order has been packed or dispatched
• Perishable items once delivered, unless there is a genuine quality or damage issue
• Orders refused at the time of delivery without a valid reason
• Incorrect delivery address or contact details provided by the customer
• Delays caused due to factors beyond Bakaloo’s reasonable control
• Repeated cancellation or refund requests indicating misuse or abuse of the Platform

Bakaloo reserves the right to restrict cancellation or refund privileges for users who repeatedly misuse this Policy.

Quality Issues and Wrong Items (Related to Cancellation)

If you receive a damaged product, spoiled item or an incorrect product, this is handled under our Quality, Returns & Refunds process and not treated as a simple cancellation.

You are encouraged to report such issues within a reasonable time after delivery through the Platform or customer support, along with clear details and photos where possible. Based on verification, Bakaloo may offer a replacement, partial refund or full refund at its discretion.

Policy Changes

Bakaloo may update or modify this Cancellation Policy from time to time to reflect changes in operations, legal requirements or business practices. Any changes will be posted on the Platform with an updated “Last updated on” date. Continued use of the Platform after such changes constitutes acceptance of the revised Policy.

Contact & Support

If you have any questions regarding order cancellation, modification or refunds, you may contact us at:

Bakaloo and Food Enterprise
Email: info@bakalooindia.com
Phone: +91 9924998906
Address: Bhagat Food Zone, Nr Anand Dhara Soc - 2, Ram Chowk, Mota Varachha, Surat 394101