Terms of Use and Public Offer

1. Account

• An account is required to order: you sign in with your phone number and a one-time SMS code. One number — one account.
• You are responsible for access to your device and phone number. Contact support if you suspect someone else is using your account.
• The Company may restrict an account in case of a breach of these terms, bonus abuse or fraud.

2. Orders

• Menu, prices and availability depend on the branch and are updated in real time. Prices are in tenge and include applicable taxes.
• Available modes: pickup, dine-in ordering via the table QR code, pre-orders of cakes and products for a date, and delivery (in branches where it is enabled).
• The contract is concluded when the Company confirms the order in the App. Before confirmation the Company may decline an order (for example, if items are unavailable).
• Preparation and delivery times are estimates; we notify you about delays in the App.

3. Payment

• Methods: Kaspi Pay, bank card, Apple Pay, Google Pay, Alipay, and loyalty bonuses. Payment is processed by the payment provider; card details are not shared with the Company.
• A fiscal receipt is issued for every order in accordance with the legislation of the Republic of Kazakhstan.

4. Cancellation and refunds

• You can cancel an order in the App before preparation starts — the payment is refunded in full by the same method within 10 banking days.
• After preparation has started, cancellation is possible by agreement with the branch.
• If the product is of inadequate quality or the order was fulfilled incorrectly, contact support within 24 hours of receipt with a photo — we will replace the product or refund the money in accordance with the Law of the Republic of Kazakhstan “On Protection of Consumer Rights”.
• Products of proper quality with a limited shelf life are not returnable.

5. Delivery

• Delivery is carried out by the Company’s couriers or a partner (Yandex Delivery) to the address specified in the order. The delivery fee and zone are shown before the order is confirmed.
• The order is handed over to the recipient at the specified address. If the recipient is unavailable for 15 minutes after the courier arrives, the order is deemed fulfilled.

6. Loyalty programme

• Bonuses, promo codes, subscriptions and referral rewards are the Company’s marketing programme. Bonuses are not money and cannot be cashed out or transferred to other persons.
• The rules for earning, spending and expiry of bonuses are set out in the “Bonuses” section of the App and may change with notice in the App.
• If abuse is detected, the Company may cancel bonuses and promo codes.

7. Subscription

• A subscription gives the perks at BAL coffee shops listed on its card in the App: drinks and items for a day, week or month, discounts, extra cashback. Whatever is not used within its period (e.g. the drink of the day) expires and does not carry over.
• A subscription is paid in advance for the chosen period with the App’s payment methods (Kaspi Pay, bank card, Apple Pay, Google Pay); the first period may cost less if this is shown when you subscribe.
• When you pay by card with “Renew automatically” on, the price of the next period is charged to that card on the day the current one ends; the App reminds you 3 days before. You can turn auto-renewal off in “Subscription” at any time — the subscription stays active until the end of the paid period.
• If an automatic charge fails, the perks are paused; you can pay within the period shown in the App, otherwise the subscription ends.
• You may cancel a subscription and get a refund for the unused period through support under the Law of the Republic of Kazakhstan “On Consumer Protection”; perks already received are taken into account.
• Plan terms (perks, price) may change for new periods; a paid period keeps the terms it was bought on.

8. User content

• By publishing recipes, photos or reviews you confirm that you hold the rights to them and grant the Company a non-exclusive perpetual licence to use them in the App and in marketing.
• Content that violates the law, third-party rights or contains insults is prohibited. Content is moderated and may be removed without explanation.

9. Intellectual property

The App, the BAL / Bal Bakery trademarks, design, texts and images belong to the Company or its licensors. Use outside the App without written consent is prohibited.

10. Liability

• The Company is responsible for product quality and fulfilment of confirmed orders. The Company is not liable for failures of payment providers or mobile networks, or for inability to use the App for reasons beyond its control.
• Information on ingredients, allergens and nutritional value is provided in product cards. If you have allergies, mention them in the order comment.

11. Changes to the terms

The Company may change these terms by publishing a new version on this page with its date. Continued use of the App means acceptance of the new version.

12. Governing law and disputes

These relations are governed by the laws of the Republic of Kazakhstan. Claims are sent to support@balbakery.kz and are considered within 10 business days; if no agreement is reached, the dispute is referred to the court at the Company’s location, unless consumer protection law provides otherwise.

13. Details and contact

Seller: Bal Bakery. Support: support@balbakery.kz. Full legal entity details are shown on the fiscal receipt and provided on request.