🔁 Happyie Refund and Cancellation Policy
At Happyie, we strive for every customer to receive a perfect, happy meal. This policy outlines the rules governing cancellations and refunds should an issue arise with your order.
1. Cancellation by the Customer
You have a limited window to cancel your order after placing it:
* A. Immediate Cancellation: If you cancel the order within one (1) minute of placing it, you will receive a 100% refund.
* B. Cancellation After Confirmation: Once the Restaurant has accepted the order and begun preparation, cancellation is generally not possible.
* If you choose to cancel at this stage, a 100% cancellation fee (equal to the order value) will be charged to cover the costs incurred by the Restaurant and the Delivery Partner. No refund will be provided.
2. Cancellation by Happyie/Restaurant/Delivery Partner
In the following situations, the order may be cancelled by Happyie or the Restaurant, and you will receive a 100% full refund:
* A. Restaurant Closure: If the Restaurant is unexpectedly closed or unable to process the order after confirmation.
* B. Item Unavailability: If key items in your order are out of stock at the Restaurant.
* C. Delivery Partner Shortage: If Happyie is unable to assign a Delivery Partner for your order within a reasonable time frame.
* D. Technical Error: If the order cannot be processed due to a technical fault within the app or payment gateway.
3. Refund Eligibility (After Delivery)
If you report the following issues immediately upon receiving your order, you may be eligible for a partial or full refund after Happyie's investigation:
| Situation (Issue) | Required Action | Refund Outcome |
|---|---|---|
| Wrong Order: You received an item different from what you ordered. | Contact Customer Support immediately upon delivery via the app and provide photo evidence. | 100% refund for the incorrect item or potential re-delivery of the correct item. |
| Quality Issue: The food is spoiled, undercooked, or the packaging is tampered with. | Do not consume the food; provide photographic evidence. | After Restaurant investigation, a partial or full refund may be granted. |
| Missing Items: One or more ordered items were not included in the delivery. | Notify Customer Support immediately. | 100% refund for the value of the missing item(s). |
| Excessive Delay: Delivery is significantly later than the estimated time provided by Happyie. | Report the delay after delivery. | If the delay is due to an error on Happyie or the Delivery Partner's side, a delivery fee refund may be offered. |
4. Non-Eligible for Refund
Refunds will generally not be provided in the following cases:
* Incorrect Address: The delivery address provided by the customer was wrong or incomplete.
* Customer Unavailability: The customer is unresponsive to calls or unavailable to receive the delivery after the Delivery Partner has waited for a reasonable time (e.g., 5-10 minutes).
* Personal Preference: The taste, temperature (if within acceptable delivery range), or spice level of the food does not meet the customer’s personal preference.
* Partial Consumption: The food has been partially or fully consumed at the time of raising the complaint.
5. Refund Processing
* Timeframe: Once eligibility is confirmed, the refund process will take approximately 5 to 7 business days to complete.
* Source: The refund amount will typically be credited back to the original source payment method used for the transaction (e.g., credit card, bank account, or wallet)
