Return & Refund Policy

Effective 6 August 2026

What you can claim for, how long you have, and how the money comes back.

1. How long you have to report a problem

Raise a dispute in the app's support centre inside these windows. Anything later is refused automatically.

2. What you can claim, by service

Food — restaurants, home kitchens, foodcarts

Meals are cooked to order, so cancellation is tightly limited.

• Once a kitchen has accepted or started cooking, an order cannot be cancelled, changed or refunded because you have changed your mind.
• Tampered or spilled. If the Pacco tamper-evident seal is broken, or more than 30% of the food has spilled inside the bag because of poor packaging, you get a full refund or a free priority replacement.
• Wrong or missing items. If the merchant made the wrong dish or left out something you paid for, you get a full refund of that item's value — and you keep the wrong item at no charge.

Pacco Mall — groceries, staples, daily essentials

• Check fresh food at the door. Raw fish and meat, dairy, eggs and leafy greens must be inspected while the rider is still with you. If anything is bruised, sour or stale, hand it straight back and the rider logs the return on the spot. Once the rider has left, fresh items cannot be claimed for.
• Packaged goods — pantry staples, toiletries, packaged electronics — can be returned within 6 hours if they arrive past their printed expiry date, have a factory defect, or are the wrong variant.
• Returns are collected only with the original box, tags, barcode stickers and any free promotional items intact and unopened.

Parcel courier

• Lost in transit. If a parcel is lost or stolen while in the custody of an upazila hub or union sub-hub, Pacco compensates the sender up to ৳2,000.
• Cargo Protection Premium. If you bought the extra cover at checkout and declared the true value with an invoice, verified losses are reimbursed up to ৳50,000.

At-home repairs

• Labour carries a 3-day warranty on the work performed.
• Free rework. If the same fault comes back within 7 days, Pacco sends a specialist to fix it at no charge.
• The diagnostic fee stands if an appliance turns out to be unrepairable, or if you decide not to go ahead after seeing the estimate. That fee is the technician's for attending.

3. What we need to see

Pacco checks every claim, to protect riders, home kitchens and technicians from false ones. No refund is processed without evidence.

• Photographs. At least two clear pictures showing the defect, the spill, the wrong item, or the expiry date.
• Unboxing video, for Mall electronics and lifestyle goods over ৳1,000. Strongly advised — it is the main evidence if something arrives broken or missing from a sealed box.
• Our own records. Rider timestamps, hub weights and tracking data are checked against what you have reported before a claim is approved.

4. When the money comes back

Once support approves a claim, the refund goes back the way you paid.

Delivery charges, platform fees and rain surcharges are not refunded unless the failure was entirely Pacco's or the rider's.

5. Misusing this policy

• Unusual claim rates. An account flagging more than 15% of its monthly orders for refunds is reviewed by hand.
• Fabricated claims. Anyone found faking evidence, re-using or editing photographs, manipulating timestamps, or pressuring riders for a refund is permanently removed from the platform, and their device is blocked.

Pacco makes the final ruling on a dispute, based on its own system logs, merchant records and hub reports.