Return and Refund Policy

Effective date: June 3, 2026

This policy explains how BayanGo handles cancellations, returns, refunds, failed payments, unavailable items, and disputes for orders placed through the BayanGo app or website.

Order Cancellations

Customers may cancel eligible orders within the cancellation window shown in the app. Orders may no longer be cancelled once purchasing, merchant preparation, rider assignment, or delivery has started.

Unavailable or Substituted Items

If an item is unavailable, BayanGo may contact the customer for substitution approval. If no acceptable substitute is available, the unavailable item may be removed from the order and the final amount may be adjusted.

Refund Eligibility

Refunds may be considered for confirmed duplicate payments, failed payment issues where funds were deducted, cancelled eligible orders, unavailable items already paid for, missing items, incorrect items, or verified delivery issues.

Non-Refundable Situations

Refunds may be declined when the order was fulfilled correctly, the delivery failed due to incorrect customer details, the customer was unreachable after reasonable attempts, or the issue was reported after a reasonable review period without supporting details.

Refund Method and Timing

Approved refunds are processed through the original payment method when available, or through another reasonable method coordinated by BayanGo support. Processing time may depend on the payment provider, bank, e-wallet, or internal review process.

Returns

Fresh market goods, food items, and perishable products are generally not returnable after delivery unless the issue is verified as wrong item, damaged item, missing item, or another fulfillment error. Non-perishable items may be reviewed case by case.

How to Request a Refund or Report a Dispute

Customers should contact BayanGo support with the order number, payment reference, concern details, photos if applicable, and contact information. BayanGo will review the request and provide updates through available support channels.

Business and Contact Details