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Cancelation Policy

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Cancellation Policy

Last updated: 4 October 2026

This page explains how to cancel an order on MnBaladna, and what to do if the order is already being prepared or has been delivered. MnBaladna is a marketplace. The store prepares the order. We connect you with local stores across 371 delivery zones in the Netherlands, in Grocery, Food, Shop and Pharmacy.

You can order and cancel on mnbaladna.com, in the MnBaladna Android app, or in the web app at web.mnbaladna.com (also for iPhone). The steps are in Cancel an order or request a refund. For shopping in general, see ordering Arab and halal products in the Netherlands.

1. What this policy covers

It covers orders placed through the Platform. What you can do depends on whether the store has started preparing the order. A problem with an item that has already been delivered is a refund request, explained in the refund policy, not a cancellation.

2. Before the store confirms

You can cancel for free within 30 minutes of placing the order, and before the store confirms it, as long as preparation has not started. This applies to grocery, food, shop and pharmacy items.

  • Open the order under My Orders.
  • Choose Cancel order, select a reason, and confirm.

If you already paid digitally and the order is cancelled in this window, a refund is issued. We do not state a fixed number of days on this page. Guest checkout does not use the wallet. An account refund may be credited to your MnBaladna wallet, as described in the Help Center.

3. After the store has started

If the cancel button is gone, the store may already be preparing the order. Contact the store in chat, or contact support. This page does not set a cancellation fee, a percentage, or a fixed charge. Any charge would have to be shown for that order. Do not rely on a fee that is not shown to you.

Once the driver has collected the order, use the order screen to follow the driver. Cancelling at that point is generally not available. If the item is wrong, different, damaged or defective when it arrives, request a refund instead.

4. If the store or the driver cancels

A store or a driver may cancel an order, for example when an item is unavailable. If you already paid digitally, you receive a refund. We do not promise store credit on top of that refund.

5. A delivered order

If an item is wrong, different from what you ordered, damaged or defective, open the delivered order in My Orders and choose Request Refund. Add a short explanation and, if you can, a photo. Follow the status on the order. An approved amount may be credited to your MnBaladna wallet. Check the items when the driver arrives, and keep the item and its packaging while the request is handled. Details are in the refund policy.

6. Your rights

Dutch and EU consumer law still applies where it gives you a right this page does not repeat. Fresh and prepared food is often outside a general right to cancel or return goods only because you changed your mind. Nothing here removes a right that cannot legally be excluded.

7. Changes

We may update this policy. The date at the top is the latest version. Related pages: the terms and conditions, the privacy policy, the shipping policy and the refund policy.

8. Contact