Effective Date: July 10, 2026

Welcome to OrderBuka (“OrderBuka”, “we”, “our”, or “us”).

At OrderBuka, we are committed to providing a reliable and transparent food ordering experience. This Refund Policy explains the circumstances under which refunds may be granted for orders placed through our platform.

By placing an order through OrderBuka, you agree to this Refund Policy.

1. Purpose

OrderBuka acts as a marketplace connecting customers with independent restaurants and food vendors. While restaurants are responsible for preparing and fulfilling orders, we work closely with them to ensure customers receive fair resolutions when issues arise.

2. Eligibility for Refunds

A customer may be eligible for a full or partial refund in the following situations:

Order Not Delivered

You may qualify for a refund if:

• Your order was successfully paid for but was never delivered.

• The restaurant was unable to prepare your order.

• The delivery could not be completed due to reasons attributable to the restaurant or OrderBuka.

Restaurant Cancellation

A refund may be issued where:

• The restaurant cancels your order after payment.

• The ordered item is unavailable and no suitable replacement is accepted.

Duplicate Payment

If you are charged more than once for the same order due to a payment processing error, the duplicate payment will be refunded after verification.

Incorrect Charge

If you were charged an incorrect amount because of a confirmed system error, the excess amount will be refunded.

Missing or Incorrect Items

Where significant items are missing from your order or you receive substantially different items from those ordered, OrderBuka will investigate the issue. Depending on the outcome, a partial or full refund may be approved.

Customers may be asked to provide photographs or other evidence to support the claim.

Food Quality Complaints

If you receive food that is spoiled, unsafe, or significantly below reasonable quality standards, please report the issue as soon as possible.

Each complaint will be reviewed individually, and where appropriate, a refund or other suitable resolution may be offered.

3. Situations Where Refunds May Not Be Granted

Refunds may not be available where:

• You provided an incorrect delivery address.

• You could not be reached during delivery despite reasonable attempts.

• You changed your mind after the restaurant had already begun preparing the order.

• Delivery delays were caused by circumstances beyond the reasonable control of OrderBuka or the restaurant, such as severe weather, road closures, or public emergencies.

• The complaint cannot be verified after investigation.

• The issue results from your own actions or instructions.

4. Order Cancellations

Customers may request cancellation before the restaurant begins preparing the order.

Once food preparation has started, cancellation requests may not be approved except where required by law or under exceptional circumstances.

Restaurants may cancel orders where:

• Items become unavailable.

• Operational issues prevent order fulfillment.

• Safety concerns arise.

If a restaurant cancels a paid order, the customer will normally receive a full refund.

5. How to Request a Refund

To request a refund, customers should contact OrderBuka Customer Support as soon as possible after discovering the issue.

Please provide:

• Full name

• Order number

• Registered phone number or email address

• Description of the issue

• Supporting photographs where applicable

Providing complete information helps us investigate and resolve your request more quickly.

6. Investigation Process

Each refund request is reviewed fairly and objectively.

As part of our investigation, we may:

• Contact the customer.

• Contact the restaurant.

• Review order records.

• Review payment records.

• Request additional information if necessary.

Submitting a refund request does not automatically guarantee approval.

7. Refund Method

Approved refunds will generally be returned using the original payment method used for the transaction.

Where this is not possible, an alternative refund method may be arranged in accordance with applicable laws and payment provider requirements.

8. Refund Timeline

Once a refund is approved:

• OrderBuka will initiate the refund promptly.

• The time it takes for the refunded amount to appear may vary depending on your bank or payment provider.

• Customers will be notified once the refund has been processed.

9. Fraud Prevention

To protect customers, restaurants, and payment providers, OrderBuka reserves the right to refuse refund requests that are found to be:

• Fraudulent

• Misleading

• Repetitive without valid basis

• Intended to abuse the refund process

Accounts engaging in refund abuse may be suspended or permanently removed from the Platform.

10. Chargebacks

Customers are encouraged to contact OrderBuka Customer Support before initiating a chargeback through their bank or payment provider.

Most issues can be resolved more quickly through our internal dispute resolution process.

Fraudulent or unjustified chargebacks may result in account restrictions or suspension.

11. Changes to This Refund Policy

OrderBuka may update this Refund Policy from time to time to reflect changes in our services, legal obligations, or operational practices.

Any updates will be published on this page with a revised Effective Date.

12. Contact Us

If you have any questions about this Refund Policy or wish to request a refund, please contact us:

OrderBuka

Email: support.orderbuka@gmail.com

Website: https://orderbuka.com

Our Customer Support team is committed to handling refund requests fairly, transparently, and as quickly as possible while protecting the interests of both customers and restaurant partners.