Refund and Cancellation Policy
Effective Date: June 24, 2026
At Pesan Hantar, we pride ourselves on speed and efficiency. Because our system instantly processes payments, triggers vendor kitchen tickets, and requests Lalamove riders in real time, our refund and cancellation policies are strictly structured to protect both our customers and our independent cooking partners.
1. Automated System Cancellations (100% Full Refund)
We prioritize quality control and food safety. To prevent food from sitting out or being wasted, our automated backend engine will cancel an order and issue an unconditional 100% full refund under the following scenario:
- The 30-Minute Rider Failsafe: If our system broadcasts your order to the Lalamove network and cannot secure an available delivery rider within 30 minutes (typically due to severe weather or flash floods), the system will automatically terminate the request. You will be notified immediately via email, and your refund will be generated.
2. Vendor Out-of-Stock Issues (100% Full Refund)
Because our partner vendors prepare fresh dishes daily, an item may occasionally become unavailable after you have placed your order:
- The vendor will contact you directly via phone or WhatsApp to offer a replacement option (Tukar Lauk).
- If you choose not to accept the proposed substitute item, you may request a cancellation. Once the vendor notifies our administration team that the swap was declined, we will cancel your order and issue a 100% full refund.
3. Customer-Initiated Cancellations (No Refunds)
Due to the instant nature of our platform:
- Instant Kitchen Processing: The moment your payment is verified, the vendor’s kitchen is legally authorized to begin food preparation, and delivery assets are reserved.
- Therefore, we do not accept change-of-mind cancellations or modifications once an order has been paid for. Please review your cart carefully before completing your transaction.
4. Failed Deliveries Due to Wrong Information (No Refunds)
It is the customer’s responsibility to provide accurate coordinates and contact details. We cannot offer refunds or replacements if a delivery fails because:
- The customer provided an incorrect, incomplete, or invalid delivery address.
- The postcode provided did not match the drop-off location.
- The delivery rider or vendor attempted to contact the customer upon arrival but the customer was completely unreachable via phone or WhatsApp.
If an order cannot be delivered due to the reasons above, the rider will return the items to the vendor or leave them at a secure designated location (e.g., guardhouse), and the order will be marked as complete.
5. Refund Processing Timelines
Once a refund is approved by the Pesan Hantar administration team, the funds are routed back through our payment gateway partner.
- Online Banking (FPX): Refunds typically reflect in your bank account within 2 to 5 working days, depending on your financial institution.
- Credit/Debit Cards & E-Wallets: Refunds may take 3 to 7 working days to reflect on your statement.
Need a Refund Status Update? If your order was cancelled and you haven’t seen your funds settle within the timelines listed above, please reach out to our admin team with your Order ID for immediate assistance. (jom@pesanhantar.com)