Refund & Cancellation Policy – Bergaura

Last Updated: May 2026

At Bergaura, we strive to provide fresh, high-quality food and the best customer experience. Since we deal with freshly prepared food items, our refund and cancellation policy is limited and subject to the conditions below.

1. Order Cancellation

Before Order Preparation

Orders can only be cancelled if the request is made before the preparation of the food has started.

To request cancellation, contact us immediately through:

  • WhatsApp
  • Phone call
  • Instagram DM

If the cancellation is approved, the refund will be processed to the original payment method.

After Order Preparation

Once food preparation has started, orders cannot be cancelled or refunded.

2. Refund Eligibility

Refunds may be considered only in the following situations:

  • Wrong item delivered
  • Missing items in the order
  • Order not delivered
  • Food received in damaged or spilled condition
  • Quality issue verified by Bergaura

Customers must report the issue within 30 minutes of delivery with proper photos/videos as proof.

3. Non-Refundable Situations

Refunds will not be provided for:

  • Change of mind after order confirmation
  • Minor delays caused by traffic, weather, or delivery partners
  • Incorrect address or contact details provided by the customer
  • Taste preferences or personal dislike of an item
  • Partially consumed food items

4. Refund Processing Time

Approved refunds are usually processed within:

  • 5–7 business days for online payments
  • Store credit or replacement may be offered in certain cases

Processing time may vary depending on your bank or payment provider.

5. Failed Transactions

If payment is deducted but the order is not confirmed, the amount is generally auto-refunded by the payment provider within a few business days. If not received, please contact us.

6. Delivery Issues

Please ensure that:

  • Your delivery address is accurate
  • Your phone number is reachable during delivery

Bergaura will not be responsible for failed deliveries due to incorrect customer information.

7. Contact Us

For cancellation or refund support, contact us through:

  • Email: viccky50@gmail.com
  • Phone/WhatsApp: 9560824117
  • Instagram: @berg.aura

© 2026 Bergaura. All Rights Reserved.