REFUNDS AND CANCELLATIONS
You can cancel free of charge until the kitchen begins preparing your order. After that, cancellation is at the restaurant's discretion, because the food is being made.
If your order arrives wrong, incomplete or in poor condition, tell us within 24 hours and we will put it right. If an order never arrives, tell us within 2 hours of the estimated delivery time.
Approved refunds are returned by the method you paid with. Cash orders are refunded in cash or as credit, by arrangement. Card refunds, where card payment is used, are processed within 7 to 14 business days.
POINTS AND REWARDS
You earn 1 point for every 1 EGP you actually pay for food, whether you order in the app or eat in and have a waiter scan your code. Delivery fees, the service fee and any amount covered by a reward do not earn points.
Points have no cash value, cannot be sold or transferred, and exist only within Baito.
Redeeming a reward spends the points immediately. A reward claimed for collection in the restaurant can be cancelled, and the points returned, at any time before a waiter hands it over.
We may correct or remove points obtained through error, fraud or abuse. If an order is cancelled or refunded, the points it earned are taken back and any points spent on it are returned.
We may change which rewards are offered and what they cost. Points already in your account are not removed by such a change. Closing an account forfeits any unspent points.
HOW TO ASK FOR A REFUND
The fastest way is inside the Baito app: open Profile, then Support, and send us a message about the order — we reply there with a notification to your phone.
You can also use the support form on this website, call us on 010 9224 5551, or message the same number on WhatsApp. Have your order number ready; it is on your receipt and in the app's order history.
This page repeats, word for word, the refund and points sections of our Terms of Service. If anything here ever differs from the Terms, the Terms apply.