Baqers Refund Policy

Effective Date: 3rd November 2025

1. INTRODUCTION

   This Refund Policy outlines the terms and conditions regarding refunds for customers who use the Baqers platform to order cakes within Canada. Please read this policy carefully before placing an order. This policy complies with applicable Canadian consumer protection laws, including the Competition Act and relevant provincial regulations on online commerce and refunds.

2. ORDER CANCELLATION AND REFUNDS

   ORDER CANCELLATION BY CUSTOMERS

   Customers may cancel their cake orders through the Baqers platform under the following conditions:

   1. Same day and Next day delivery: Orders placed for same-day or next-day delivery are not eligible for refunds once confirmed.
   2. Standard delivery:
      
      1. Cancellation at least 48 hours before the scheduled delivery time (“Cancellation Period”): Customers are eligible for a full refund, including any delivery charges. However, a non-refundable payment transaction processing fee may apply.
      2. Cancellation within 48 hours of the scheduled delivery time: Customers are not eligible for a refund.
   3. Quality or Delivery Issues: If a customer experiences issues related to product quality or delivery, such as damaged cakes, incorrect orders, or significant delays. Baqers is committed to resolving the matter promptly. Customers should contact Baqers’ customer support team within 1 hour of delivery to report any issues.
   4. Quality Issues: Customers may be eligible for a full or partial refund, depending on the severity of the quality issue. Baqers may request photographic evidence or other documentation to assess the claim.
   5. Delivery Issues: In cases of late or damaged deliveries, Baqers will conduct an internal review and determine an appropriate resolution, which may include a full or partial refund or store credit.

3. REFUND PROCESS

   1. Customer Notification: Customers should contact Baqers’ customer support team to report cancellations, quality concerns, or delivery problems. The notification should include relevant order details (order number, delivery time, and issue description).
   2. Assessment: Baqers’ support team will review the customer’s request and may request additional details or evidence, such as photos, to ensure a fair assessment.
   3. Refund Processing: Once the assessment is complete, Baqers will initiate the refund process. Refunds will be issued to the original payment method used for the transaction.
   4. Refund Timeline: Refunds will typically be processed within 7 business days. Actual timelines may vary depending on the customer’s financial institution or payment provider.

4. EXCLUSIONS

   The following situations are not eligible for refunds:

   1. Customer dissatisfaction with the taste, color, or general appearance of the cake, where it aligns with the product description and images provided by the Baker Vendor.
   2. Refund requests made more than 24 hours after delivery.
   3. Cancellation requests made after the Cancellation Period.

5. EXCEPTIONAL CIRCUMSTANCES

   In rare or exceptional cases, such as platform outages, payment gateway failures, or unforeseen circumstances, Baqers may, at its sole discretion, issue a refund or store credit. Baqers will make reasonable efforts to notify affected customers via email or in-app notifications.

6. CONTACT US

   For questions or concerns regarding this Refund Policy, please contact Baqers’ Customer Support at support@baqers.ca

7. REVIEW AND AMENDMENT

   This Refund Policy may be reviewed and updated periodically to reflect changes in operational practices or Canadian consumer laws. Any updates will be published on the Baqers platform. Continued use of the Baqers platform after such updates constitutes acceptance of the revised terms.

   By placing an order through Baqers, customers acknowledge and agree to be bound by the terms outlined in this Refund Policy.

Date: November 3, 2025