Refund & Cancellation Policy

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

We want you to feel completely confident before subscribing to Bongo Bites. This page explains exactly what happens when you cancel a subscription, pause your meals, make a wallet withdrawal, or need to request a refund.

1. Our General Approach

Because Bongo Bites involves fresh food that is prepared daily, we cannot offer refunds for meals that have already been cooked or delivered. Once a meal has been prepared for your delivery window, the cost of that meal is considered used.

That said, we do not want you to feel stuck. For unused days and situations where we make an error, we have a fair refund system in place.

2. Cancelling Before Your Subscription Starts

If you cancel your subscription within 24 hours of subscribing and before any meal has been delivered, you are eligible for a full 100% refund. No questions asked.

To cancel before your subscription starts: Dashboard → My Subscription → Cancel Subscription.

Refunds in this case are returned to your original bKash or Nagad account within 5–7 business days.

3. Cancelling After Meals Have Started

If you cancel your subscription after meals have already been delivered, here is how the refund works:

We calculate the number of days already used (meals delivered or in preparation).
The remaining unused days are refunded at a proportional daily rate, minus a 10% processing fee.
Example: If you subscribe to a 30-day plan and cancel after 10 days, you will receive a refund for the remaining 20 days minus 10%.

Important: If the next day's meal has already been prepared by the time you cancel, that day is counted as used. We recommend cancelling before 9:00 PM the previous evening to avoid being charged for the following day's meal.

Refunds are returned to your original bKash or Nagad account within 7–10 business days of approval.

4. Pause Credits — Wallet System

When you pause your meal (lunch, dinner, or both), the monetary value of the paused meal is automatically credited to your Bongo Bites wallet — not deducted from your subscription.

Maximum pause: 15 days per calendar month.
Pause requests must be submitted before the meal's cutoff time. Requests after the cutoff take effect from the next meal.
Wallet credits from pauses do not expire as long as your account remains active.

How to use pause credits: You can use your wallet balance to purchase any future meal or subscription plan on Bongo Bites.

Withdrawing pause credits: You can withdraw your wallet balance (including pause credits) to your bKash or Nagad account at any time. A fixed service fee of ৳10 is deducted per withdrawal. Withdrawals are processed within 24 hours.

5. Wallet Top-up Refunds

Wallet top-ups (manual recharges via bKash or Nagad) are not refundable once verified and credited to your wallet. However, you can withdraw your wallet balance at any time subject to the ৳10 withdrawal fee.

If a top-up payment was submitted but not yet verified by our team, you may contact us to cancel it and receive a full refund.

6. Wallet Withdrawal Cancellations

Once a withdrawal request is submitted, the amount is immediately deducted from your wallet balance. If the request is rejected or cancelled by our admin team before processing, the full amount (including the ৳10 fee) will be automatically refunded to your wallet.

We cannot cancel a withdrawal request once it has been marked as completed and funds have been transferred to your bKash or Nagad account.

7. When Refunds Are Not Available

We are not able to issue refunds in the following situations:

You were not available to receive the delivery and the meal was returned or discarded.
You forgot to pause your subscription and a meal was already prepared for you that day.
You cancelled after the daily cutoff time for the following day's meal.
Your account was suspended or cancelled due to a violation of our Terms and Conditions.
You provided an incorrect delivery address and the meal could not be delivered.
The meal was delivered successfully but you changed your mind after receiving it.
Referral bonuses — these are non-refundable once credited, but can be withdrawn from your wallet.

8. Missed or Wrong Deliveries — Our Responsibility

If we miss a delivery or deliver the wrong meal due to an error on our side, we will make it right. Depending on the situation, we will either:

Deliver the correct meal as soon as possible on the same day if we are still within operating hours, or
Credit the full value of that meal to your Bongo Bites wallet, or
Issue a cash refund to your bKash or Nagad account upon request.

To report a missed or incorrect delivery, please contact us within 4 hours of the missed delivery window through Dashboard → Support → Open a Ticket, or email us at prorasikul@gmail.com.

Reports made after 4 hours may not be eligible for compensation.

9. Refund Processing Details

All cash refunds are returned to the original payment method used at the time of subscription — either bKash or Nagad. We do not offer refunds in cash or to a different account.

Processing time is typically 5–7 business days after your refund has been approved.

You will receive a notification when the refund has been initiated from our side.

10. How to Request a Refund

Through the Platform:

Log in to your Bongo Bites account.
Go to Dashboard → My Subscription → Request Refund.
Select the reason and the dates you are requesting a refund for.
Submit the request. Our team will review it and respond within 48 hours.

By Email: Send an email to prorasikul@gmail.com with the following details:

Your registered phone number or email
Your subscription ID (found in your dashboard)
The reason for the refund request
The specific dates or meals you are requesting a refund for

11. 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