Terms & Conditions

Dear Customers, Welcome to Bakes24!

These Terms and Conditions govern your use of Bakes24 and the services provided by it. Bakes24 provides its services subject to the following terms, conditions, and provisions. By accessing, viewing, or using this website, www.bakes24.com, and the websites as mentioned in the Terms of Use, Annexure A, you indicate that you understand these Terms and Conditions and accept them as the legal equivalent of a signed, written contract, binding you to these Terms and Conditions.

Bakes24 reserves the right to amend/modify these Terms and Conditions at any time without prior notice. Your participation as a customer in this service will constitute acceptance of this agreement.

Orders and Acceptance of Orders

When you make an order, you are making an offer to purchase, and such offer is subject to acceptance by us. Your receipt (email/SMS/push notification) of an order confirmation from us does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell.

  • We reserve the right at any time, after receiving your order, to accept or decline or cancel your order (in whole or in part) for any reason whatsoever.
  • We may require additional verifications or information before accepting any order.
  • In the event of a purchase, you will be required to accurately provide the recipient’s name and shipping address.
  • If BAKES24 cancels all or a part of your order, your sole and exclusive remedy is either that:
    • (a) BAKES24 will issue a credit to your credit/debit card or bank account in the amount charged for the cancelled portion (if your account card has already been charged for the order) or
    • (b) BAKES24 will not charge your credit/debit card or bank account for the cancelled portion of the order.

Payment Terms & Methods

You agree to pay the price applicable for the product or service on our website at the time you submitted your order (Product Price), the delivery fees for the delivery service you select, if any (Delivery Fees), or any applicable taxes. You will be solely responsible for payment of all taxes (other than taxes based on BAKES24’s income), fees, duties, and other governmental charges, and any related penalties and interest, arising from the purchase of the products and services (Taxes) not withheld by BAKES24.

For your convenience, BAKES24 accepts the following payment methods:

  • Visa, Master Card, Diners Club, Maestro, American Express
  • Debit Cards & Net Banking
  • UPI & Digital Wallets
  • PayPal
  • Loyalty Points
  • Cash on Delivery (COD)

All payments are non-refundable (except as expressly set forth in these Terms and Conditions). We reserve the right to charge late fees on all due payments equivalent to the lesser of 1.5% per month on the unpaid balance or the highest rate allowed under Applicable Law. You agree to pay for all collection costs, attorney’s fees, and court costs incurred in the collection of past due amounts.

  • Discounts: Applicable only on a minimum cart value of Rs. 500 and above.
  • Payment Details: Order delivery is totally subjected to the payment credited in BAKES24’s account. Unless payment is received by us, the order will not be processed.

Substitution Policy

All cakes, flowers, and gift products are handcrafted. Therefore, slight variations in design, color, shape, or decoration may occur.

  • Since flower arrangements are hand-made, there may be a slight variation from the picture shown. Occasionally, substitution of flowers is necessary due to temporary and/or regional unavailability issues. Flowers may be delivered in fully bloomed, semi-bloomed, or bud stage.
  • Every cake we offer is handcrafted and since each chef has his/her own way of baking and designing a cake, there might be slight variation in the product in terms of design and shape. Occasionally, substitution of flavors/designs is necessary due to temporary and/or regional unavailability issues.
  • In such cases, our experienced team will ensure we deliver the product as close as possible to the description/photograph shown and will only substitute items of equal or higher value.
  • In an event where a product that you have ordered is out of stock or unavailable, we will contact you to give an option of an alternate product. If we are unable to get in touch with you, we will proceed with sending you the alternate product since we know that you are sending it to your loved one(s) on a special occasion and we would not want anything to dampen the spirit of the occasion.

Cancellation Policy

As a user, you can request an order cancellation, but the final decision to cancel the order lies with the company. They will review your request and determine if cancellation is possible based on their policies and the status of your order. You cannot consider the cancellation complete until Bakes24 confirms it.

Orders are processed in time slots, and we accept cancellation requests with reference to the specific time slot selected by the customer when the order was placed under the conditions stated below:

  • More than 24 hours before the start of the selected time slot: 10% of the order value is charged as cancellation charges, and a 90% refund is made to your Bank Account. NOTE: A 100% refund can be requested in the Bakes24 wallet, where we waive off cancellation charges.
  • Between 12 to 24 hours before the start of the selected time slot: 20% of the order value will be deducted as cancellation charges, and an 80% refund is made to your Bank Account. NOTE: A 100% refund can be requested in the Bakes24 wallet, where we waive off cancellation charges.
  • Within 12 hours to the start of the selected time slot: 100% of the order value will be deducted as cancellation charges. 0% refund to Bank account or Bakes24 wallet is applicable.
  • Discretionary Clauses: Wallet refunds and Bank refunds can be initiated only at the discretion of the company considering the reasons of cancellation like unfortunate events, calamities, or unavoidable circumstances. No claims to refund can be made by the customer to overrule the above-stated clauses.

No cancellation requests are accepted for the following categories:

  • Same Day Delivery Category: If your date of placing an order and the delivery date of that order are the same, we do not accept cancellation requests. If you cancel it, or the receiver does not receive it, you are not entitled to any refund.
  • Same Day Midnight Delivery Orders: Cannot be cancelled.
  • Special Day Orders: Orders placed for special occasions cannot be cancelled, and no refund will be initiated for them.

Same-Day, Fixed Time & Midnight Delivery

We allow users to select the same date of delivery on which he/she is placing the order. We attempt to do same-day delivery of the requested products but DO NOT PROMISE so. We will process same-day delivery orders within 24 hours of the requested date and time slot.

  • Same-Day Standard Time Delivery: Orders must be received by BAKES24 before 5:00 PM (and up to 6:00 PM for certain standard windows), Monday – Sunday, IST. We make our 100% effort to deliver on the same date.
  • Same-Day Fixed Time Delivery: Orders must be received by BAKES24 before 6:30 PM, Monday – Sunday, IST. We cannot commit to an exact minute; the order will be delivered within a dynamic window of +30 or -30 minutes as per the selected time.
  • Same-Day Midnight Delivery: Orders must be received till 7:00 PM, Monday – Sunday, IST. Midnight deliveries are generally completed between 11:00 PM and 12:30 AM (or 10:00 PM to 12:30 AM for remote locations/small towns). For midnight orders, please choose the date of delivery a day prior to the actual date of the occasion.

Shipping & Delivery Policy

Deliveries are applicable within a 5-kilometer radius from the designated location as per our confined zone, and standard delivery charges apply. If the distance exceeds 5 kilometers, extra charges will apply based on the additional distance covered.

  • Single Attempt Rule: Only one attempt for delivery will be made. Please confirm the availability of the recipient before choosing a delivery time. If the recipient is not available at the time of delivery, a second attempt will not be made and the order will be cancelled with no refund. For perishable products, a second delivery attempt is strictly subject to our decision, and you may be liable for additional delivery charges.
  • You acknowledge that the requested delivery time is non-binding. Estimated delivery time depends on product availability and destination.
  • Before major occasions, we highly suggest that you place your order at least five days in advance.
  • Products that are hand-delivered cannot be packaged or delivered along with courier products.
  • Deliveries are made on Sundays and Public Holidays for products that are delivered by hand.

We will consider the order executed and fully charged (no refund/redelivery) in the following cases:

  • Wrong shipping or delivery address.
  • Premises locked or restricted entry areas.
  • Wrong landline, unreachable/incorrect mobile number, or missing extension numbers.
  • Recipient refusing to accept the delivery.
  • Recipient is unavailable at the time of delivery.
  • Delivered the product at the Gate, Guard, Reception, or with a Neighbor as per instructions given by the receiver/sender.

If there is no one available at the shipping address to accept the delivery, the order will not be considered late. Hence, no refunds, cancellations, or liability claims can be made. In such cases, we will try our best to:

  • Call the recipient to schedule an appropriate delivery time.
  • Leave a note on the recipient’s door asking them to contact our logistics team.
  • Leave the arrangement in a covered, secure area of the home (porch, garage, or other entrance if applicable).
  • Leave the arrangement with a neighbor and place a message on the recipient’s door with this information.

Proof of delivery will be provided in case of any dispute in delivery.

Surprise Deliveries

For orders where "Keep as Surprise" is selected, we will deliver the order as requested without the receiver initially knowing the sender’s details. In case the receiver refuses to accept the order, we will disclose the sender’s details so the order can be acknowledged and accepted.

If the receiver still refuses to accept the package, the order will be returned, considered completely executed from BAKES24's end, and no refund will be applicable due to the perishable nature of our gift products.

Delivery to Specific Venues (Hospitals, Hotels, Weddings, Hostels)

Delivery to Hospitals

When placing an order for a hospital delivery, please include: Hospital name, full address, hospital telephone number, the recipient's name, and room/ward number. We send orders in accordance with facility procedures, as most hospitals do not allow delivery drivers to personally enter individual rooms. Note that many ICU patients are not permitted to receive flowers; please check with the hospital before ordering.

Delivery to Hotels

Please ensure you provide: Hotel name, full address, telephone number of the recipient/hotel, recipient's name, room number, and the name of the tour company (if applicable). If the recipient has not checked in by the delivery date, the order will be left at the reception and assumed executed. If the person has checked out before the delivery date, the order is assumed executed and no refund will be made.

Delivery to Wedding Halls / Marriage Ceremonies

For delivery to wedding ceremonies/marriage halls, we may not be able to assure delivery directly to the bride and/or bridegroom. However, we shall ensure that the delivery is successfully made to a responsible member of the hosting party, which constitutes a completed delivery.

Delivery to Hostels / PG / Cantonment / Enclosed Premises

Our delivery network is experienced in these areas. Please be aware that entry may be restricted, and orders may be handed over at the main security gate or reception in compliance with the security protocols of the premises.

Courier Product Deliveries

  • Orders placed for courier products cannot be cancelled after they are acknowledged or dispatched at our end.
  • Courier deliveries are handled by third-party logistics partners (such as Blue Dart). BAKES24 does not make any direct representation or warranty in relation to their transit execution.
  • The date of delivery selected for courier products is strictly tentative and non-binding. Your order may be delivered a day prior or a day after the chosen date.
  • Usually, courier products are dispatched within 2 days of placing the order. It may take extra time depending on the nature of the product and its preparation.
  • Our courier partners do not call prior to delivering an order, so we recommend providing an address where someone will be present. Delivery cannot be redirected to any other address.
  • No deliveries are made by third-party courier agencies on Sundays and Public Holidays.
  • Soon after dispatch, you will receive a tracking number to trace your package. Courier companies may face delays due to holidays, strikes, bad weather, or logistical issues.
  • If the recipient is unavailable, the courier company will attempt delivery twice before returning the parcel back to the origin point. If both attempts fail, or the address is incorrect, the delivery shall be deemed executed and you will still be charged.

Duplicate Orders

If you have placed two or more identical orders by mistake, please let us know immediately. We will give a full refund for the duplicate order, provided that the order has not yet been prepared or delivered.

If we discover identical duplicate orders and the customer is not contactable, BAKES24 reserves the right to take a final decision on your behalf, which will be binding.

Returns, Refunds & Exchanges

  • No Returns or Exchanges: It will not be possible for us to accept any request for product returns or exchanges on cakes, flowers, plants, chocolates, fruits, sweets, or other perishable items.
  • Exclusions from Refunds: BAKES24 does not guarantee refunds for cases where perishable items are delivered to an incorrect address provided by the sender, unsuccessful deliveries due to recipient unavailability/refusal, or product quality problems caused by improper handling after delivery.
  • Timeline: A full refund for cancellations is allowed only if requested 24 hours or more prior to the scheduled delivery date/time slot. In the event we are unable to supply all or part of your order, we will notify you and reimburse your payment.
  • Refund Processing:
    • Online Refunds: Processed directly through the original payment gateway within 24 working hours from our end. Once processed by BAKES24, it takes 7 to 10 business days to reflect in your account.
    • Offline Refunds: Credited once the customer shares their bank details, post which it takes 7 to 10 working days to reflect.

Damaged or Defective Products

If any product received by you is wrong, damaged, or defective, please let us know immediately.

  • Complaints must be reported within 48 hours of receiving the product by calling +91 96850 62989 or emailing photographs of the issue to support@bakes24.com.
  • We will review the complaint, and upon validation, we will either deliver a replacement product or refund the amount to you. For quality control purposes, we may arrange a reverse pick-up of the defective product before a redelivery or refund is fulfilled.
  • Minor decoration differences or minor variations in design do not qualify as defective products and are not eligible for refunds or replacements.

Communication Consent

By using our website and services, you explicitly agree to receive communications from us via E-mail, SMS, WhatsApp, or phone calls made electronically, verbally, or physically. You agree that all agreements, notices, disclosures, and other communications provided to you electronically satisfy any legal requirement that such communications be in writing.

In some cases, we will contact the recipient before delivery. If you wish for us not to contact the recipient, please call our Customer Care to notify us. Furthermore, as an occasion-based gifting business, you give your consent for us to contact you through SMS, phone calls, and email in future years to assist you via our free Occasion Reminder Service.

Customer Feedback & Complaints

At BAKES24, we make every effort to ensure that you receive excellent products and services. If you face any issues, please reach out to our support team.

  • Product/Quality Complaints: Must be made within 48 hours from the time of delivery, after which we will be unable to register or process the complaint.
  • Non-Delivery Complaints: Must be made within 15 days from the scheduled date of delivery, after which we will not be able to register any complaints.

Force Majeure

BAKES24 shall not be held responsible or liable for delays or failure in delivery due to circumstances beyond our control, including but not limited to: bad weather, heavy rainfall, floods, natural disasters, political disruptions, strikes, lockdowns, traffic restrictions, festival rushes, or other unforeseen government restrictions. In such cases, we will proactively reach out to you via email or SMS with updates.

Limitation of Liability

Once an order is successfully delivered to the requested address (or left at the gate/reception/neighbor as permitted), ownership and responsibility of the product transfer entirely to the customer or recipient. BAKES24 shall not be liable for any damage or spoilage occurring due to improper storage or handling after delivery has been completed.

Contact Us

For any questions, clarifications, or support requests, please contact our support team:

Email: support@bakes24.com

Phone: +91 96850 62989

Support Hours: 08:00 AM – 10:30 PM (Monday to Sunday, 7 days a week)

By placing an order with BAKES24, you confirm that you have read, understood, and unconditionally agreed to be legally bound by these Terms & Conditions.