Cancellation Policy for MnBaladna
Effective Date: October 26, 2025
Last Updated: October 26, 2025
1. Commitment to Flexible Cancellations
At MnBaladna, we strive to provide a flexible and transparent cancellation process to ensure a seamless shopping experience. As a multi-vendor e-commerce platform, we connect you with local vendors in the Netherlands who manage their own order fulfillment. This policy outlines how you can cancel orders, the conditions that apply, and any associated fees, ensuring compliance with consumer protection laws in the Netherlands and the European Union. You can manage cancellations conveniently through the MnBaladna app (available on iOS and Android), offering a user-friendly experience similar to local delivery apps.
2. Scope of the Cancellation Policy
This policy applies to all orders placed via mnbaladna.com, including food products (e.g., fresh or canned items), standard products (e.g., clothing or household goods), and custom products (e.g., personalized t-shirts or mugs). It covers orders from vendors across 371 regions in the Netherlands, including major cities like Amsterdam, Rotterdam, The Hague, and Utrecht. The cancellation process varies based on product type, vendor policies, and order status.
3. Cancellation Conditions
We offer cancellation options tailored to the order’s status and product type. Below are the conditions under which cancellations are permitted:
- Before Vendor Confirmation: Orders can be canceled free of charge within 30 minutes of placement, before the vendor confirms preparation or delivery.
- After Vendor Confirmation: Cancellations may incur fees depending on the product type and preparation stage.
- After Delivery Starts: Cancellations are generally not permitted once delivery has begun, except in exceptional cases (e.g., vendor error), as outlined in our Return Policy.
4. Cancellation Before Vendor Confirmation
If you wish to cancel your order before the vendor begins processing it, the process is straightforward. Details include:
- Timeframe: Within 30 minutes of placing the order, provided the vendor has not yet confirmed preparation.
- Eligible Products: All products, including food items, standard products, and custom products.
- Fees: No cancellation fees apply.
- Procedure:
- Access the MnBaladna app and navigate to your order history.
- Select the order and click “Cancel Order.”
- Alternatively, contact our support team via help.mnbaladna.com or email [email protected].
- Refund: Full refund issued to the original payment method within 3-5 business days.
- Notes: Ensure cancellation is requested promptly, as vendors may confirm orders quickly, especially for urgent items like ready-to-eat meals.
5. Cancellation After Vendor Confirmation
Once the vendor confirms the order (e.g., begins preparing food or processing a custom product), cancellation may be restricted. Details include:
- Timeframe: After vendor confirmation but before delivery begins.
- Eligible Products and Fees:
- Food Items/Ready-to-Eat Meals: Cancellation fees of up to 50% of the order value may apply if preparation has started (e.g., meals or perishable items).
- Standard Products: Fees of €5-10 may apply if processing has begun.
- Custom Products: Fees of €10-20 may apply due to customization efforts (e.g., printing or design).
- Medical Products (if applicable): Cancellations may not be allowed due to regulatory restrictions.
- Procedure:
- Submit a cancellation request within 1 hour of confirmation via the MnBaladna app or help.mnbaladna.com.
- Provide the order number and reason for cancellation.
- Our team will review the request within 1-2 business days and notify you of any applicable fees.
- Refund: Refunds (minus applicable fees) are processed within 3-5 business days to the original payment method.
- Notes: Fees reflect the vendor’s incurred costs (e.g., food preparation or materials used).
6. Cancellation After Delivery Starts
Once delivery begins (e.g., the vendor’s driver is en route), cancellations are generally not permitted. Details include:
- Restrictions: Orders cannot be canceled once the vendor’s driver has started delivery, as preparation and logistics are already in progress.
- Exceptions: Cancellations may be considered in rare cases, such as:
- Vendor error (e.g., incorrect item delivered).
- Product damage or safety concerns (handled under the Return Policy).
- Procedure:
- Resolution: Refunds or replacements are handled per the Return Policy if the cancellation is approved.
7. Cancellation Procedure
To cancel an order, follow these steps:
- Via the MnBaladna App:
- Log in to your account on the MnBaladna app.
- Go to “Order History” and select the order.
- Click “Cancel Order” and confirm the request.
- Via Support:
- Processing Time: Requests are reviewed within 1-2 business days, and you will be notified of the outcome and any fees.
- Refund Timeline: Approved refunds are processed within 3-5 business days to the original payment method.
8. Customer Rights
Under Dutch and EU consumer protection laws, you have the following rights:
- Right to Cancel: For standard (non-custom, non-perishable) products, you may cancel within 14 days of order placement before delivery begins, without fees.
- Vendor Errors: If cancellation is due to a vendor mistake (e.g., incorrect or defective item), no fees apply, and a full refund or replacement is provided.
- Transparency: All cancellation terms and fees are clearly communicated before order confirmation.
- Access to Support: You can exercise your rights by contacting us via help.mnbaladna.com.
9. Special Cases
We handle specific cancellation scenarios with care:
- Perishable Items: Cancellations after preparation begins may incur higher fees (up to 50%) due to the perishable nature of the products.
- Custom Products: Cancellations after design or production starts may incur fees reflecting the vendor’s costs.
- Medical Products (if applicable): Cancellations may be restricted due to regulatory requirements.
- Vendor Cancellations: If a vendor cancels an order (e.g., due to unavailability), you will receive a full refund and a store credit as compensation.
10. Tracking Cancellations
You can monitor the status of your cancellation request through the MnBaladna app:
- Status Updates: Receive real-time notifications on your request (e.g., “Pending,” “Approved,” “Refund Processed”).
- Support: For issues, contact us via help.mnbaladna.com or [email protected].
11. Legal Compliance
We adhere to Dutch and EU consumer protection laws, ensuring transparent cancellation processes and compliance with food safety standards (NVWA) for perishable items. For more details, see our Privacy Policy.
12. Contact Us
For cancellation-related inquiries:
13. Changes to the Cancellation Policy
We reserve the right to update this policy to reflect changes in legislation or service improvements. You will be notified of updates via the website or app. We recommend reviewing this page periodically.
