Refund Policy

Last updated: September 15, 2026

Effective date: October 1, 2026

3.1 Scope

This Refund Policy applies to food orders, parcel services, delivery charges, service charges, tips, and other payments made through BagyesRUSH. It should be read with the Terms & Conditions and Delivery Policy. Mandatory consumer rights prevail over this policy.

3.2 When a refund or credit may be available

Subject to verification, BagyesRUSH may provide a full or partial refund, account credit, replacement, fee reversal, or other appropriate remedy where:

• an order was charged but was not accepted or could not be fulfilled;
• the vendor cancelled after accepting the order;
• the order is materially different from what was confirmed;
• an item is missing, materially damaged, spoiled, unsafe, or incorrectly prepared;
• the order was delivered to the wrong location because of a vendor or rider error;
• a parcel was lost or materially damaged while in the service provider’s custody, subject to the declared-value and liability rules disclosed at booking; or
• a payment was duplicated or incorrectly charged by BagyesRUSH.

A refund may be reduced or refused where the issue resulted from an inaccurate address, unavailable recipient, failure to provide access, change of mind after preparation or pickup, prohibited contents, unsafe conduct, late reporting, misuse of a promotion, payment reversal, or a customer’s own breach.

3.3 Cancellations by customers or senders

A customer or sender may request cancellation through the Platform as soon as possible. The amount payable on cancellation may depend on whether the vendor has accepted or started preparing the order, whether a rider has been assigned or has collected it, whether a parcel has entered transit, and whether costs have already been incurred.

The cancellation outcome will be shown in the Platform where technically possible. BagyesRUSH should insert its approved cancellation schedule here before publication:

• Before vendor acceptance or dispatch assignment: [full refund].
• After preparation has started: [full / partial / no refund, with fee].
• After rider pickup or parcel collection: [state rule].
• Customer unavailable or incorrect address: [state fee and refund rule].

3.4 Cancellations by vendors, riders, or BagyesRUSH

If a vendor, rider, or BagyesRUSH cancels for a reason not caused by the customer or sender, BagyesRUSH will generally refund the affected payment or offer another remedy. A replacement order is subject to availability and customer acceptance.

We may cancel an order because of safety concerns, suspected fraud, prohibited contents, inaccurate information, vendor closure, lack of rider availability, severe weather, an emergency, a payment failure, or another legitimate operational reason. The available remedy depends on what occurred and on applicable law.

3.5 How to request a refund

Report the issue through the order-support function or contact refunds@bagyesrushdelivery.com or WhatsApp 0549760079 within 24 hours after delivery or the scheduled delivery time. Include the order number, a description of the problem, photographs or other evidence where relevant, and the requested remedy. Safety, allergy, contamination, or suspected fraud reports should be made immediately.

BagyesRUSH may contact the vendor, rider, payment provider, recipient, or other relevant party and may review order data, messages, tracking, proof of delivery, and photographs. We may refuse repeated, inconsistent, fraudulent, or abusive claims and may restrict an account after notice where appropriate.

3.6 Processing and payment timing

Approved refunds will normally be returned to the original payment method. A cash transaction may be refunded by a method reasonably available to BagyesRUSH, including mobile money or account credit, subject to verification. Payment-provider processing times are outside BagyesRUSH’s control. Processing time is expected to be within 2–5 business days after approval, subject to confirmation with the payment provider.

Tips, promotional credits, and service or delivery charges may be refundable only where the underlying service was not provided or where required by law. A promotional credit may have an expiry date and cannot be exchanged for cash unless required by law.

3.7 Food safety and parcel damage

Do not consume food that appears unsafe. Preserve the item where reasonably possible, take photographs, and contact BagyesRUSH promptly. For a parcel, do not discard packaging or evidence of damage before the claim is assessed unless safety requires immediate disposal.

Nothing in this policy limits a mandatory right, a claim for personal injury, or a remedy required by Ghanaian law.