Cancellation and refunds
Courtesy translation. The French version is the reference: if the two differ, the French text prevails.
This page explains how to cancel a reservation, what happens if you do not collect your basket, and why there is, today, nothing to refund: you pay nothing online.
Cancelling a reservation
- Cancellation is free up to 2 hours before the start of the pickup slot. It is done from “My bags” in the app.
- Within 2 hours of the slot, cancellation is no longer available in the app. Contact the team if you have a pickup problem.
- A cancellation makes the basket available to other customers again. If you had used a referral voucher, it is returned to you.
If you do not collect your basket
- The basket is marked “not collected”. You owe nothing: you have paid nothing.
- Your new reservations may be suspended until you regularize: scan the shop’s QR code on the pickup day, or write to us if you did collect the basket (the mistake can be corrected).
Refunds
- Today the price is paid in cash to the shop at pickup. Bladayaa collects no money: there is therefore nothing to refund for a cancelled or uncollected reservation.
- If you are handed a non-conforming basket (a product different from the one announced, a spoiled product) or no basket at all, first talk to the shop, which sold you the basket and can refund you or offer another. You can also write to contact@bladayaa.ma: we will step in with the shop.
- If a shop cancels a basket you had reserved, the reservation is cancelled at no cost to you.
Right of withdrawal
- Law No. 31-08 provides a withdrawal right for distance sales, with an exception for goods liable to deteriorate or expire quickly (article 38). This exception depends on the products and does not automatically apply to every food bag. It does not limit remedies for defects or non-conformity. Cancellation up to 2 hours before the pickup window remains available under the service rules.
- This does not deprive you of the option to cancel free of charge up to 2 hours before the slot, described above.
When online payment exists
- If Bladayaa ever offers online payment, this page will be updated before activation with the refund terms: in particular full refund of a basket cancelled on time or cancelled by the shop, within the deadlines set by law.
Contact us
- For any question about a reservation: contact@bladayaa.ma, or the app’s help button.