1. Overview

This Order Cancellation Policy explains how order cancellations are handled on Buraq Food App (“we”, “our”, “us”).
By placing an order with us, you agree to this policy.

2. Cancellation by Customer

2.1 Before Order Acceptance

• You may cancel your order before the restaurant accepts it.

• No charges will apply for prepaid orders.

• For Cash on Delivery (COD), no payment is collected.

2.2 After Order Acceptance

• Once the restaurant accepts the order, it moves into preparation.

• Cancellation at this stage is not normally permitted.

• Exceptions may be granted in special cases (see below).

2.3 Cancellation Window

• Cancellation requests must be made within [X] minutes of placement and before acceptance to be valid.

• After acceptance or preparation, cancellation may be subject to fees.

3. Cancellation by Restaurant

Restaurants may cancel orders due to:

• Item unavailability

• Stock issues

• Price or menu errors

• Technical problems

If a restaurant cancels your order:

• Prepaid orders will be refunded in full.

• COD orders will not be charged to you.

4. Cancellation by Buraq

Buraq may cancel orders due to:

• System errors

• Suspected fraud

• Delivery partner unavailability

• Safety concerns

Refunds for prepaid orders will be issued.

5. Cancellation Fees

Cancellation fees may apply if:

• The restaurant has already prepared the order

• A delivery partner is already assigned and en route

These fees will be shown at the time of cancellation.

6. Exceptional Cancellations

In special circumstances (e.g., extreme delay from restaurant, duplicate orders, genuine errors), Buraq may allow cancellation and refund even after acceptance or preparation. Each case will be reviewed individually.

7. Refunds After Cancellation

• Refunds for eligible cancellations will be processed within [X] business days.

• Refunds will go back to the original payment method:

  • JazzCash / Easypaisa refunds depend on provider processing times.

  • Card refunds depend on issuing bank timelines.

8. How to Cancel an Order

1. Open Order History in the app.

2. Select the relevant order.

3. Tap Cancel Order (if available).

4. Follow on-screen instructions.

If the option is not available, contact customer support immediately.

9. Customer Support

For questions or cancellation issues:

📧 Email: [support@buraqfoodapp.com]
📞 Phone: +92336-3108888

Support is available [11 AM to 11 PM].

10. Policy Changes

We may update this Cancellation Policy at any time. Continued use means you accept new terms.