At BASEKCALL.COM (OPC) PRIVATE LIMITED (“Bas Ek Call,” “we,” “our,” or “us”), we strive to ensure every customer has a smooth and satisfying food-ordering experience. However, we understand that issues may occasionally arise with payments, cancellations, or deliveries.
This Refund & Cancellation Policy outlines how order cancellations, refunds, and related claims are handled on the Bas Ek Call platform (mobile app and website).
By placing an order with Bas Ek Call, you agree to this Policy, which forms part of our Terms and Conditions.
1. Overview
Bas Ek Call acts as an intermediary platform connecting customers with partner restaurants, cloud kitchens, and independent delivery professionals.
Each restaurant partner prepares food as per the order, and once preparation begins, it may not always be possible to cancel or refund an order.
We aim to maintain transparency and fairness for both our customers and restaurant partners.
2. Customer Order Cancellation
You may cancel your order under the following conditions:
(a) Before Restaurant Acceptance
- You can cancel the order anytime before the restaurant accepts it.
- In such cases, you are eligible for a full refund of the paid amount.
- Refunds will be processed automatically to your original payment method within 5–7 business days.
(b) After Restaurant Acceptance
- Once the restaurant accepts the order, cancellation may not be possible as food preparation usually begins immediately.
- If cancellation is allowed, a partial refund may be issued after deducting restaurant preparation costs and platform service charges.
- Cash-on-Delivery orders cancelled at this stage may still incur a nominal platform fee in future orders.
(c) After Dispatch
- Orders that are already picked up or dispatched cannot be cancelled.
- In such cases, no refund shall be issued unless the food is delivered incorrectly or the order fails due to delivery issues beyond your control.
3. Restaurant or Platform-Initiated Cancellations
(a) Restaurant Unavailability
In rare situations, a restaurant may be unable to fulfill your order due to:
- Item unavailability
- Sudden kitchen closure
- Operational issues
If the restaurant cancels the order before preparation, you will receive a full refund.
(b) Platform/System Error
If an order fails due to a technical issue, payment gateway error, or system malfunction, the transaction will be automatically reversed within 5–7 business days.
(c) Force Majeure Events
In case of natural calamities, strikes, or government restrictions that affect delivery or restaurant operations, refunds will be handled on a case-by-case basis after internal verification.
4. Refund Scenarios
Refunds may be issued in the following circumstances:
ReasonRefund TypeEligibilityOrder cancelled before acceptanceFull refundImmediate eligibilityRestaurant unable to process orderFull refundConfirmed by restaurantOrder accepted but not preparedPartial refundSubject to verificationIncorrect or incomplete order deliveredPartial or full refundBased on customer evidenceDelivery failed due to driver or platform issueFull refundVerified by Bas Ek CallDelivery failed due to wrong address or customer unavailabilityNo refundCustomer responsible
Refunds are always made to the original payment source. Bas Ek Call does not issue refunds in cash.
5. Refund Timelines
- For prepaid orders, refunds are usually processed within 5–7 business days after approval.
- For wallet payments or credits, refunds are typically reflected within 24–48 hours.
- Refund time may vary depending on your bank, card provider, or UPI platform.
If you do not receive your refund after 7 business days, please contact our support team with your order ID and payment reference number.
6. Quality and Food Issues
(a) Damaged, Spilled, or Stale Food
If you receive food that is spoiled, contaminated, or spilled, please contact our support team within 2 hours of delivery.
You may be asked to share:
- Photos of the food/package
- Description of the issue
- Order ID
After review and confirmation with the restaurant, Bas Ek Call may issue a partial or full refund or Bas Ek Call wallet credit.
(b) Incorrect Order
If you receive the wrong items or incomplete meals, we will verify with the restaurant and delivery partner.
If confirmed, a full or partial refund will be processed immediately.
7. No Refund Situations
Refunds will not be provided in the following cases:
- Incorrect delivery address or missing contact details.
- Customer not reachable or unavailable to receive the order.
- Change of mind after order dispatch.
- Minor variations in packaging, taste, or restaurant presentation.
- Delays caused by weather, traffic, or external factors beyond our control.
8. Order Replacement
Bas Ek Call does not guarantee replacements for incorrect or damaged orders.
In some cases, as a goodwill gesture, Bas Ek Call or the restaurant partner may choose to resend an item at no additional cost — purely at their discretion.
9. How to Request a Refund or Raise a Complaint
If you face any issue with your order, follow these steps:
- Open the Bas Ek Call app and go to “Order History.”
- Select the order and tap “Report an Issue” or “Help & Support.”
- Choose the appropriate category (Late Delivery, Wrong Item, Quality Issue, etc.).
- Attach supporting images (if applicable).
Alternatively, email us at info@basekcall.com with your order ID and brief description of the issue.
Our customer service team will acknowledge your request within 24 hours and resolve most cases within 3 business days.
10. Special Cases
- Promotional or Discounted Orders: Refunds for offers, coupons, or free items will be processed at the net amount paid only.
- Bas Ek Call Wallet: Wallet credits are non-transferable and cannot be withdrawn as cash.
- Corporate or Bulk Orders: Cancellations or refunds for large orders (over ₹5,000) may require additional verification and approval.
11. Liability Limitation
Bas Ek Call acts only as a technology facilitator between you and the restaurant.
We are not responsible for:
- Food quality, taste, or ingredients.
- Delivery delays caused by restaurant or traffic conditions.
- Any allergic reactions or health-related issues from consumed food.
Our liability in any case shall not exceed the order value paid by the customer.
12. Updates to This Policy
Bas Ek Call may modify or update this Policy periodically to reflect:
- Changes in law or government regulations
- Updates to business processes or technology
- Feedback from users or partners
Revised versions will carry an updated “Last Updated” date and be available on our website and app.
13. Contact Us
If you have any questions or concerns regarding this Refund & Cancellation Policy, please contact us at:
📍BASEKCALL.COM (OPC) PRIVATE LIMITED
India
Acknowledgment
By placing an order on Bas Ek Call, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.