Maleeka Tagine

Cancellation & Refund Policy

When you can cancel yourself, when we replace or refund, and how long the money takes.

Effective from
Last updated

Our food is prepared fresh to order, so whether you can cancel depends on where your order is in the kitchen. This page sets out your rights precisely.

Returns

We accept returns within 1 day of delivery, in store at any of our branches, free of charge. This covers a defective or incorrect order, and also a change of mind as long as the order is still sealed exactly as it was handed to you. You choose between a full refund or an exchange for other items. If you come to the branch we can refund you in full, in cash, on the spot; a card payment is refunded within 2 days and reaches your card according to your bank. If the order is defective, incorrect or never arrived, nothing needs to be returned and you do not need to come to the branch: message us on WhatsApp +971 7 235 2533 or email support@baitalmahashi.ae within 24 hours and we refund you; attaching a photo, when the problem is with the food itself, speeds it up.

Self-cancellation: before preparation starts

You can cancel your own order from the order page while its status is "awaiting confirmation" - that is, before the kitchen starts preparing it. Cancelling at this stage is completely free and you are refunded in full.

After preparation starts

Once an order is confirmed the kitchen begins immediately, and self-cancellation is no longer available on the site because the food has already been made. If you must cancel at this stage, call us right away on +971 7 235 2533 or message us on WhatsApp and we will review your case; cancellation may then be partial or not possible, depending on how far preparation has gone.

When we refund in full

We refund you in full when:

  • you received a different item from the one you ordered;

  • the food arrived damaged or in an unacceptable condition;

  • the order never arrived at all;

  • we cancelled the order for any reason after you had paid.

You choose between a refund and having the order remade at no charge.

When we cannot refund

  • You changed your mind after receiving the food and starting to eat it.

  • Delivery failed because the address you entered was wrong, or you did not answer your phone after the rider arrived and tried to reach you.

  • Custom orders prepared to your specific request where work has already begun.

An unopened order

If you change your mind and the order is still sealed exactly as it was handed to you, untouched, bring it back to the branch the same day and the choice is yours: we refund you in full with no fee of any kind, or we exchange it for other items from the menu. If the new items cost more you pay only the difference, and if they cost less we refund the difference. Food that has been opened or started cannot be returned or exchanged, for food-safety reasons.

How to request a refund

Contact us within 24 hours of receiving your order - call +971 7 235 2533, message us on WhatsApp, or email support@baitalmahashi.ae. Give your order number and what happened, and attach a photo if the problem is with the food itself - that speeds things up considerably. We reply within 48 hours at most.

When the money reaches you

  • Card payments: refunded to the same card you paid with. Banks typically take 5 to 14 business days to show the amount in your account; that period is set by your bank, not by us.

  • Cash payments: refunded in cash at the branch or by transfer, whichever suits you.

We deduct no administrative fee from a refund.

Not satisfied with the outcome?

Email us directly at support@baitalmahashi.ae and a customer service manager will review your case.

How to reach us