Legal
Refund Policy
If we got it wrong, we'll make it right. Here's how.
Message us
within 2 hours of delivery
Share details
order number + a photo
We fix it
replacement, refund or points
This policy applies to orders from Karachi Bay, operated by [Registered business name] (NTN [NTN]). Last updated 7 November 2026.
Missing, wrong or damaged items
Please contact us within 2 hours of delivery or collection on WhatsApp or by phone at +92 339 1100049. Share your order number and, where possible, a photo of the item and packaging. Depending on the issue, we will offer one of the following:
- a replacement of the missing or wrong item, sent as soon as possible;
- a refund for the affected item(s); or
- Bay Points credit to your account, if you prefer.
Food quality concerns (for example, an item that is cold, undercooked or not as described) are reviewed case by case. We may ask you to keep the item for collection.
Cancellations
- Before the kitchen starts preparing: call or message us and we will cancel at no charge.
- After preparation has started: we may not be able to cancel, because the food has been made for you.
- If we cancel (item unavailable, outside delivery area, kitchen closed), you will not be charged, and anything you paid is refunded in full.
How refunds are paid
- Cash on Delivery: refunds are made by bank transfer or mobile wallet to an account in your name, or as Bay Points or a credit on your next order, as you prefer.
- Card payments: refunded to the same card. Your bank may take 7–14 working days to show it.
- We aim to process approved refunds within 3 working days.
Bay Points and coupons
- Points you used on a cancelled order are returned to your account.
- Points earned on a refunded or cancelled order are reversed.
- Coupon discounts are not paid out in cash. If a whole order is refunded, any single-use coupon may be restored at our discretion.
What isn’t covered
- Changes of mind after the food has been prepared or delivered.
- Delays caused by incorrect address details or the customer being unreachable.
- Taste preferences where the item was prepared as described.
This policy does not affect your rights under the Sindh Consumer Protection Act, 2014. Questions? Email [email protected].