Cancellation and Refund Policy

Please carefully read the terms and conditions set out below before ordering any food or services from this website. By placing an order on this website, it is construed that you agree with the terms and conditions contained therein.

1. Cancellation

1.1 Customer Cancellation: Please contact Onnow immediately through the contact number provided in Order Status page by phone and quote your order number, if you decide to cancel your order. However, please note that you can only cancel an order if the Seller has not yet accepted your order. The eligibility of your order cancellation is provided in the below table:

Kitchen is yet to accept your orderOrder can be cancelled
Kitchen has already accepted your orderOrder cannot be cancelled

1.2 You can assess whether your order has been accepted by the restaurant by accessing the Onnow web or mobile app.

1.3 No delivery will be made after cancellation.

1.4 Platform Cancellation/Delivery Hazard: Onnow reserves the sole right to cancel any order in the following circumstances:

1.4.1 the Seller is unable to provide your order or if Onnow is unable to process the order for you due to any other reason. (Before/After Seller Acceptance)

1.4.2 if any one of your items is not available or cannot be prepared by the Seller at any given time. In this case, Onnow /Seller will call you to determine whether you want to proceed with the partial order.

1.4.3 if your designated delivery address falls outside the delivery radius of Onnow.

1.4.4 if your designated delivery address and the address selected GPS location in the App does not match.

our rider/delivery personnel fail to contact you even after all reasonable attempts are made through mobile and/or at your doorstep.

1.4.6 if you provide wrong information or inadequate information for delivery of the order.

1.4.7 we detect any fraudulent and/or illegal use of the Onnow platform from your side.

2. Refund

2.1 Pre-paid orders: You will be eligible for refund only if the cancellation of your order has been done in compliance with the clause 1.1 & 1.4.1 above,

2.2 Pre-paid orders: If your order cancellation is successful, you will be issued a full refund. The estimated time of the refund will depend on the payment method you have chosen when you placed your order but if your cancellation falls under clause 1.4.1, Onnow will cancel the order and process your refund via Onnow Points (Credit). If your order is cancelled, you will be immediately notified through SMS. However, if you want to change your refund method other than Onnow Points (Credit), please contact Onnow at +880 1714-245644 within 24 hours from receiving the Onnow Points (Credit) notification/SMS.

In the event that the Onnow Points (Credit) amount is partially availed for a purchase, the outstanding Onnow Points (Credit) amount cannot be claimed in any other method other than for future in-app orders.

Please see the below table to find out the refund timeline for different payment methods.

2.3 Pre-Paid orders

Payment MethodRefund OptionRefund Time
Mobile Payment (bKash/Nagad)Mobile Payment (bKash/Nagad)4-6 Working Days
Online Payment (Card/Online Transaction)Online Payment (Card/Online Transaction)5-10 Working Days
AllOnnow Points (Credit) (Full Refund)Instant
AllOnnow Points (Credit) (Partial Refund)3 Working Days

N.B. The prescribed refund transfers to the above-mentioned Banks and/or MFS service providers are dependent on their respective operational practices.

2.3.1 In case you are unable to cancel your order before acceptance by the restaurant or you reject to take delivery of the order or delivery was not possible due to circumstances as mentioned in clause no. 1.4.3, 1.4.4, 1.4.5, 1.4.6 and 1.4.7, no refund will be issued to you and your paid amount will be forfeited.

2.4 Cash on delivery Orders: If your order cancellation is successful, Onnow will not deliver the order to you. Hence, you will not need to make any payment. Please note, if you want to cancel your order, please make sure the cancellation is done before the Seller accepts your order. Otherwise, it will negatively affect the success ratio of your user account. Hence, the Cash on Delivery option might not be available for you during your next order(s).

2.5 Item mismatch: In the event the food/product received by your do not match your Order please contact Seller through the contact number provided in Order Status page within 30 minutes from receipt of delivery. Please do keep all evidential record, including documents, photograph invoice, etc. showing the mismatch between the food/products and your Order and send the same to Onnow Official Facebook page. Onnow reserves the sole right to determine appropriate actions in such an event, upon conducting a proper investigation as per the internal policies.

2.6 Disclaimer: In the event of any dissatisfaction with the food prepared and/or delay by the partner restaurant or service provided by the rider; Onnow reserves the right to determine, if necessary, appropriate actions against partner restaurants and/or riders as per its internal governing policies. Additionally, in such an event, Onnow reserves the sole right to determine the amount and the method of refund, if any, as per its internal governing policies.

Please note that for calls on Onnow hotline standard tariff shall be applicable. We encourage you to stay on the call if our customer care executives are busy, as Onnow shall not take responsibility for the complaints that were not successfully logged.