🍛Bongo Bites

Delivery Policy

Platform: Bongo Bites (bongobites.xyz) Effective Date: June 15, 2025 Last Updated: June 15, 2025

At Bongo Bites, delivery is the moment everything we have worked on reaches you. This page explains how our delivery process works, what you can expect, and what happens in different situations.

1. Delivery Zones

Bongo Bites currently delivers within selected areas of Dhaka, Bangladesh, starting from our base in Uttar Badda and gradually expanding. We are growing our coverage steadily.

To check if your address is within our active delivery zone, simply pin your location on the map during registration or in your profile settings. If your area is covered, you can proceed with your subscription. If it is not, you will be notified and given the option to register your interest for when we expand to your area.

We do not accept orders for addresses outside our active delivery zones, regardless of proximity on the map.

2. Delivery Schedule

We deliver twice a day — once for lunch and once for dinner. Our standard delivery windows are:

Lunch Delivery: 11:30 AM – 1:30 PM Dinner Delivery: 7:00 PM – 9:00 PM

Exact delivery times within these windows depend on your location and the volume of orders in your area. We aim to deliver to every customer within the stated window, but minor delays can occasionally happen.

You will receive a notification when your meal is out for delivery, and another when it has been delivered.

3. Order Cutoff Times

For Daily Plan orders, there is a cutoff time after which new orders for that meal cannot be accepted:

Lunch cutoff: 10:00 AM on the same day Dinner cutoff: 4:00 PM on the same day

For weekly and monthly subscribers, your meals are scheduled automatically based on your plan — you do not need to place an order each day. However, if you want to pause a specific meal, you must do so before the cutoff time. Pause requests submitted after the cutoff take effect from the following meal.

4. Delivery Notifications

We keep you informed at every step:

  • Out for Delivery — A notification is sent when your meal leaves for delivery.
  • Delivered — A confirmation is sent once your meal has been marked as delivered by our delivery staff.
  • Delay Alert — If there is an unexpected delay, we will notify you in advance.

All notifications are sent via the Bongo Bites app. Please ensure your notification settings are turned on.

5. Receiving Your Delivery

Please ensure someone is available at your delivery address during the delivery window. Our delivery staff will attempt to reach you by phone if you are not immediately available upon arrival.

If we cannot reach you within 15 minutes of arriving at your address, the meal will be marked as attempted and returned. In this situation:

  • No refund or credit will be issued for that meal.
  • The delivery will be counted as completed for that day.

We strongly recommend enabling the real-time delivery tracking feature in your dashboard so you know exactly when to expect your meal.

6. Delivery Address Accuracy

You are responsible for making sure your delivery address is accurate and up to date. This includes the street address, building name, floor number, flat number, and the location pin on the map.

If a delivery fails because the address you provided is incorrect or incomplete, it will be treated the same as an unavailable recipient — no refund or credit will be issued.

You can update your delivery address at any time from Dashboard → Profile → Edit Address. Changes take effect from the next delivery after the update is saved.

7. Special Delivery Instructions

You can add notes to your delivery address to help our delivery staff find you more easily. For example:

  • "Please call when you arrive."
  • "3rd floor, Flat B4, use the side entrance."
  • "Leave with the security guard if I am not home."

These notes are visible to your assigned delivery person and will be followed to the best of their ability.

8. Food Safety During Delivery

All meals are packed in sealed, food-safe containers designed to maintain temperature and hygiene during transit. Our delivery staff are trained to handle food carefully.

Once the meal has been delivered, Bongo Bites is not responsible for food quality if it is left unattended for an extended period. We recommend consuming your meal within 2 hours of delivery for the best taste and food safety.

9. Failed Deliveries

A delivery is considered failed if any of the following occur:

  • You are not at the delivery address and no one is available to receive the meal.
  • Your address is incorrect, unclear, or inaccessible.
  • Your location is unreachable due to flooding, roadblocks, or similar conditions outside our control.
  • You do not respond to our delivery person's phone call within 15 minutes.

In these cases, the meal will be returned and the delivery logged as attempted. No refund or credit will be issued for a failed delivery caused by the above reasons.

If a delivery fails due to an error on our side — such as going to the wrong address — please report it within 4 hours through your dashboard support section. We will review it and provide a credit or replacement accordingly.

10. Delivery on Public Holidays

We aim to maintain our standard delivery schedule on all days including public holidays. In situations where delivery is not possible due to a national holiday, strike, or emergency, we will notify all active subscribers at least 24 hours in advance. Affected meals will be credited to your Bongo Bites wallet automatically.

11. Delivery Personnel Conduct

Our delivery staff are expected to behave professionally and respectfully at all times. If you experience any concerning behavior from a delivery person, please report it immediately through Dashboard → Support → Open a Ticket or email us at prorasikul@gmail.com.

We take all such reports seriously and investigate them promptly.

12. Contact

Email: prorasikul@gmail.com Phone: 01838992012 Address: Yasin Nagar, Satarkul Road, Uttar Badda, Dhaka, Bangladesh Support Hours: Saturday – Thursday, 9:00 AM – 9:00 PM

Bongo Bites — Making Every Meal Matter