Delivery Policy

Delivery Policy

At Pesan Hantar, we are committed to getting your food and items to you as fresh and fast as possible. To achieve this, our platform is fully integrated with Lalamove to provide automated, real-time dispatching.

Please read our delivery guidelines below to understand how our system processes, tracks, and protects your orders.

1. Delivery Hours & Coverage

• Operating Hours: Our delivery network operates daily between 08:30 AM and 10:30 PM. Please note that individual vendors may have their own specific opening and closing hours within this window.
• Delivery Radius: To ensure food quality and rider availability, we strictly limit deliveries to a maximum radius of 8 Kilometers from the vendor’s location to your doorstep.

2. Delivery Fees

Your delivery fee is calculated dynamically at checkout. Because we use a direct API integration with Lalamove, the fee you see is based on the exact real-time GPS distance between the vendor and your drop-off location, as well as the vehicle type required (Motorcycle for standard food, Car for fragile items/cakes). (Note: A small platform fee of RM 2.50 applies to orders below RM 25.00. For orders RM 25.00 and above, this fee is waived for the customer).

3. Order Preparation & Dispatch

We use a “Just-In-Time” dispatch system to ensure your food isn’t sitting out getting cold:

1. Preparation Window: Once your payment is successful, the vendor is instantly notified to start cooking. We build in a 15 to 20-minute buffer for them to freshly prepare and pack your food.
2. Rider Assignment: While the food is being prepared, our system automatically broadcasts a request to nearby Lalamove riders.
3. Live Tracking: Once a rider accepts the job, you will receive an email containing a secure Live Tracking Link. You can use this link to view the rider’s real-time GPS location and delivery status.

4. Out of Stock & Item Swaps (“Tukar Lauk”)

Because we deal with fresh, daily-cooked food, vendors may occasionally run out of certain ingredients.

• If an item you ordered is out of stock, the vendor will contact you directly via WhatsApp or phone call to propose a dish swap (Tukar Lauk).
• If you are unreachable, or if you prefer not to accept the replacement dish, the vendor will cancel the order. You will immediately receive a notification, and our admin team will process a full refund.

5. Weather Failsafe & Auto-Cancellations

In Malaysia, sudden heavy rain can severely impact the availability of motorcycle riders. We have a strict system in place to protect you from waiting endlessly:

• The 30-Minute Rule: If our system cannot find an available Lalamove rider within 10 minutes, it will automatically “bump” and retry your order.
• If 30 minutes pass and no rider has accepted the job (e.g., due to thunderstorms), our system will automatically cancel the order.
• This ensures the vendor does not waste food and you are not left waiting for hours. If this happens, you will be notified immediately and issued a 100% full refund.

6. Receiving Your Order

• Please ensure the phone number provided at checkout is active and reachable.
• Your Lalamove rider will call or WhatsApp you upon arrival at your location.
• If you live in a high-rise building, condominium, or office block, please note that riders are generally required to deliver to the main lobby or guardhouse unless otherwise negotiated directly with the rider.

Need Help? If you experience any issues with your delivery or your tracking link, please contact our support team immediately (jom@pesanhantar.com)