Legal

Refund & Cancellation Policy

Effective 1 July 2026  ·  Operator Bricks Education (Nepal)  ·  Applies to the Magau customer app

1. Overview

Magau (मगाऊ) is an on-demand delivery marketplace that connects you with independent restaurants, home kitchens and neighbourhood stores, and with the delivery partners ("riders") who bring your order to you. This policy explains when an order can be cancelled, when you qualify for a refund, and how refunds are returned to you.

We want every order to arrive correct, complete and on time. When something goes wrong, our aim is to put it right quickly and fairly. Because most orders are food and grocery items that are prepared, picked or perishable, the rules below balance your protection as a customer with fairness to the vendors and riders who fulfil your order.

Approved refunds are issued as credit to your Magau Wallet - store credit held in the app that you can use towards future orders. All amounts are in Nepalese Rupees (Rs / NPR).

2. Cancelling an order

You can cancel an order yourself from the order screen in the app. Whether a cancellation is free depends on how far the vendor has progressed:

  • Before the vendor accepts or starts preparing - you can cancel free of charge and any amount already paid is refunded in full.
  • After preparation has begun - because ingredients may already be committed and food may be perishable, a cancellation may not be possible, or may be partially charged to cover work already done.
  • After a rider has collected the order - the order is on its way and generally cannot be cancelled.

The best time to cancel is before the vendor starts preparing. Up to that point, cancelling is free and fully refunded. Once preparation begins - especially for freshly cooked food - a cancellation may be declined or partially charged.

3. Vendor or Magau cancellations

Sometimes an order cannot be fulfilled through no fault of yours. This can happen when:

  • the vendor is closed, unexpectedly busy, or unable to accept the order;
  • one or more items are out of stock or unavailable;
  • no rider is available to complete the delivery; or
  • the delivery cannot be completed for operational or safety reasons.

In these cases the order is cancelled and you receive a full refund of any amount charged. You are never charged for an order that a vendor or Magau cancels before it reaches you.

4. When you're eligible for a refund

You may be eligible for a refund (full or partial, depending on the situation) when:

  • Your order was not delivered - it never arrived, or was marked delivered but you did not receive it.
  • Items are missing - you paid for items that were not included in the delivery.
  • The order is wrong - you received someone else's order or items you did not order.
  • The order is significantly incorrect - the wrong items, sizes or variants, materially different from what you ordered.
  • There is a genuine quality issue - for example food that arrives spoiled, unsafe, or in unacceptable condition - reported promptly and, where possible, with supporting evidence such as a photo.

Reporting quickly and clearly, with photos where relevant, helps us review your claim fairly and resolve it faster.

5. Partial refunds & missing items

Not every issue affects the whole order. Where only part of an order is affected, the refund is limited to the affected portion:

  • Missing or unavailable items - the amount charged for those specific items is refunded.
  • Partial fulfilment - if a vendor can supply only some of what you ordered and you accept the reduced order, your bill is recalculated to the corrected total and the difference is refunded.
  • Adjusted charges - where an item's price or quantity changes with your agreement, the refund reflects the corrected bill.

In all cases, the refunded amount is settled to match what you should fairly have paid for what you actually received.

6. How refunds are issued

Approved refunds are credited to your Magau Wallet, usually promptly after the refund is approved. Wallet credit:

  • can be used towards payment on future orders in the app;
  • is applied automatically at checkout when available; and
  • appears in your wallet transaction history for your records.

Magau currently supports Cash on Delivery (COD) and the Magau Wallet for payments; refunds are issued to the Magau Wallet. Additional online payment methods may be introduced in future, and if so we will update how refunds are handled accordingly.

7. Non-refundable situations

To keep things fair to vendors and riders, refunds are generally not available where the issue was not caused by the vendor, the rider or Magau. These include:

  • an incorrect delivery address or map pin that you provided, causing a failed or delayed delivery;
  • no one being available to receive the order at the delivery location after reasonable attempts to reach you;
  • a change of mind after the food has been prepared or the order has been delivered; and
  • minor differences that do not materially affect the order (for example small, reasonable variations in a freshly prepared dish).

If you believe your situation is an exception, contact us - we review claims on their individual facts.

8. How to request a refund

The quickest way to raise an issue is from within the app:

  1. Open the relevant order from your order history.
  2. Use the report or help option on the order screen to describe the problem.
  3. Add supporting details - for example which items were missing, or a photo of a quality issue.

You can also email us at contact@magau.app with your order ID and a description of the problem. Please report issues promptly - ideally as soon as you notice them and, for delivery, quality or missing-item problems, within a reasonable time after the order is delivered (generally the same day). Reporting quickly helps us verify what happened and resolve your claim.

9. Disputes & our role

Magau acts as an intermediary connecting customers with independent vendors and riders. The vendor prepares and sells the goods; the rider delivers them. When you raise a refund request or dispute, we review the information available - including your report, any evidence you provide, the order record and, where relevant, input from the vendor or rider - and make a fair, reasonable decision.

We aim to be even-handed: protecting customers from paying for orders that were not delivered or were materially wrong, while treating vendors and riders fairly for work genuinely completed. Where a refund is approved, it is credited to your Magau Wallet as described above.

This policy is governed by the laws of Nepal, and any disputes are subject to the courts of Nepal.

10. Changes to this policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in our service or legal requirements. When we do, we will post the updated version here with a new effective date. Continuing to use Magau after an update means you accept the revised policy.

11. Contact us

Questions about a refund, a cancellation, or this policy? We're happy to help.

See also our Terms of Service, Privacy Policy and Support page.