Ordersini Refund & Cancellation Policy

(Malaysia Jurisdiction – Customers & Vendors/Merchants)

This Refund & Cancellation Policy (“Policy”) governs all refund, return, and cancellation requests made through Ordersini, a multi-restaurant food ordering platform operated as a technology service provider (“Ordersini”, “Platform”, “we”, “our”, or “us”). This Policy forms an integral part of the Ordersini Terms of Service and Vendor/Merchant Agreement.

By accessing, using, or transacting on Ordersini, all Customers (“Customer”) and Vendors/Merchants (“Vendor”) expressly agree to be bound by this Policy.

This Policy is drafted in accordance with applicable Malaysian laws, including but not limited to the Consumer Protection Act 1999, Sale of Goods Act 1957, and Contracts Act 1950.

1. General Provisions

1.1 All transactions on Ordersini are considered final, subject only to the exceptions stated in this Policy.
1.2 Ordersini functions solely as an online order-processing platform and does not manufacture, handle, cook, or deliver food.
1.3 Vendors are solely responsible for the quality, preparation, accuracy, and delivery of all food and beverages listed on the Platform.
1.4 Refunds are granted strictly based on the conditions set out herein.

2. Customer Refund Eligibility

A Customer may request a refund only under the following circumstances:

2.1 Incorrect, Missing, or Wrong Items

• The Vendor delivers an item not matching the order;

• One or more items are missing;

• The order differs substantially from the description on Ordersini.

2.2 Defective, Unsafe, or Poor-Quality Food

• Food delivered is spoiled, contaminated, expired, or unsafe for consumption.

• The condition of the food clearly indicates improper handling.

2.3 Vendor Non-Fulfillment

• The Vendor fails to accept or prepare the order;

• The Vendor fails to deliver the order within a reasonable time.

2.4 Vendor-Initiated Cancellation

• Any order cancelled by the Vendor is fully refundable to the Customer.

2.5 Duplicate or Unauthorized Transactions

• Subject to investigation by Ordersini and/or the payment gateway.

2.6 Technical Errors

• Orders affected by system errors, charge failures, or payment processing issues attributable to Ordersini.

Non-qualifying reasons (No refunds):

a. Change of mind;
b. Customer not present to receive the order;
c. Incorrect delivery address provided by the Customer;
d. Delays caused by weather, traffic, or third-party delivery riders;
e. Dissatisfaction with taste or portion size (subjective preference);
f. Orders accurately prepared but deemed “not nice”, “not suitable”, or “not satisfying”.

3. Vendor Responsibilities & Refund Liability

3.1 Vendors must comply with Malaysian consumer protection laws and ensure all food is safe, fresh, and as described.
3.2 Vendors agree that Ordersini may:

• approve or reject refund requests;

• deduct refund amounts directly from Vendor payout balances or future settlements.
  3.3 Vendors must cooperate fully and provide evidence (photos, timestamps, preparation logs) when a refund is disputed.
  3.4 Repeated refund-related complaints may result in warnings, penalties, reduced visibility, or permanent removal from Ordersini.

4. Customer Cancellation Policy

4.1 A Customer may cancel an order only before the Vendor accepts or begins preparation.
4.2 Once the Vendor accepts, prepares, or cooks the order, cancellation is not permitted, except when:

• the Vendor consents; or

• the Platform determines cancellation is justified.
  4.3 No refunds will be issued for:

• late cancellations,

• non-collection,

• failure to be available at the delivery location.

5. Vendor Cancellation Policy

5.1 Vendors may cancel orders only for valid reasons:
a. out-of-stock items;
b. operational issues;
c. force majeure circumstances.

5.2 Any Vendor-initiated cancellation results in an automatic full refund to the Customer.
5.3 Excessive cancellations may lead to Vendor account penalties or suspension.

6. Refund Request & Investigation Process

6.1 All refund requests must be submitted through Ordersini’s official support channels.
6.2 Customers shall provide the following:

• order number;

• description of the issue;

• clear evidence (photos, videos, timestamps) if applicable.

6.3 Ordersini will review the claim and may:

• contact the Vendor for verification;

• request additional evidence;

• inspect system logs or delivery details.

6.4 Ordersini will deliver a decision within 7–14 business days.
6.5 All refund decisions made by Ordersini are final and binding.

7. Refund Method & Timeline

7.1 Approved refunds may be issued via:
a. original payment method; or
b. Ordersini platform credit (where applicable).

7.2 Refund processing time may take 7–21 working days, depending on the Customer’s financial institution.
7.3 Ordersini is not responsible for delays caused by banks, debit/credit card issuers, or third-party payment gateways.

8. Non-Refundable Circumstances

Refunds will NOT be provided for:

• Customer mistakes or change of mind.

• Incorrect delivery information provided by the Customer.

• Food becomes cold due to late collection by the Customer.

• Delays due to traffic, weather, accidents, or rider availability.

• Subjective dissatisfaction (taste, preference, portion size).

• Items consumed more than 20% or tampered with before evidence submission.

9. Platform Role & Limitation of Liability

9.1 Ordersini is a technology platform, not a food provider, and accepts no liability for:

• food quality, taste, safety, or preparation;

• actions or omissions of Vendors or delivery providers.

9.2 Ordersini may, at its sole discretion, issue refunds or credits even where Vendors dispute the claim.

10. Governing Law & Jurisdiction

This Policy is governed by the laws of Malaysia.
Any disputes shall be submitted to the exclusive jurisdiction of the Courts of Malaysia.

11. Amendments

Ordersini reserves the right to amend, update, or revise this Policy at any time. Continued use of the Platform constitutes acceptance of the revised Policy.