1. REFUND ELIGIBILITY
1.1 The Customer is entitled to a full or partial refund solely in the following cases:
(a) Wrong or missing items: the items delivered do not match the confirmed order
(b) Quality or hygiene defects: the food is visibly spoiled, damaged, or tampered with on delivery, provided that the Customer submits photographic evidence through the Platform within thirty (30) minutes of delivery;
(c) Non-delivery: the order is not delivered because of a technical or logistical failure attributable to the Company or the Rider; or
(d) Merchant cancellation: as provided in clause 3.4.
2.2 The amount of any refund will be determined by the Company in proportion to the affected items or circumstances, after review of the evidence submitted.
2.3 Minor delays caused by traffic, weather, or similar circumstances do not entitle the Customer to a full refund.
2.4 Following review, the Company’s decision on a refund claim is final, without prejudice to any rights of the Customer under applicable law.
3. NON-REFUNDABLE CIRCUMSTANCES
3.1 No refund will be issued where:
(a) the Customer provides an incorrect delivery address or an unreachable contact number;
(b) the Customer is unresponsive or unavailable at the delivery location upon the Rider’s arrival, after the Rider has waited up to ten (10) minutes;
(c) the Customer cancels the order after Merchant acceptance, except as provided in clause 3.4; or
(d) the complaint is not raised within the period stated in clause 4.1
(b) or is not supported by the required evidence.
4. REFUND PROCESSING
4.1 Approved refunds to the Customer’s Mr Deliver in-app wallet are credited immediately.
4.2 Approved refunds to the original bank account or mobile wallet are processed within three (3) to five (5) business days, subject to the settlement cycles of the relevant bank or payment provider.