At Burq, our goal is a successful delivery every time. But if something doesn’t go as planned—whether it’s a late delivery, missing items, or an issue with a driver—you can report a delivery incident.

Requesting refunds

In Burq dashboard

Via API

Use the Create Delivery Incident endpoint.

What happens after reporting a delivery incident?

After a delivery incident is reported, Burq Customer Support will:

1. Review your report.
2. Reach out to the delivery service provider to investigate the incident.
3. Keep you updated as they work toward a resolution.

After the review, one of the following outcomes will be communicated to you:

• Full Refund: You’ll receive a full refund of the delivery fee and tips.
• Partial Refund: You’ll get a refund for either the delivery fee or tips.
• No Refund: In cases where the incident doesn’t meet the criteria for reimbursement, no refund will be issued.

Tips for faster resolution

• Be as specific as possible when describing what happened.
• Attach clear photos if the incident involves missing or damaged items.

Questions or feedback

At Burq, we value your feedback and work hard to ensure every delivery meets your expectations.

For questions or feedback about the incident reporting process, contact our support team at [email protected].

For billing and payment related questions, please email [email protected].

For API and integration related questions, please email [email protected].