At Foodpapa, we aim to provide customers with a convenient and reliable ordering experience. We understand that customers may occasionally need to cancel an order. This policy explains when an order may be cancelled, how cancellation requests are handled, and when a refund may be issued.
1. Cancellation Before Vendor Acceptance
Customers may cancel an order directly through the Foodpapa app as long as the order has not yet been accepted by the vendor.
How to Cancel
Go to the "My Orders" section in the Foodpapa app, select the relevant order, and tap "Cancel Order."
Refund for Digital or Wallet Payments
When an order paid through a digital payment method or the Foodpapa Wallet is cancelled before vendor acceptance:
No monetary refund is applicable to cash-on-delivery orders because no payment has been collected.
2. Cancellation After Vendor Acceptance
Once the vendor has accepted the order, the customer will no longer be able to cancel it directly through the Foodpapa app.
A cancellation request after vendor acceptance may only be submitted by contacting Foodpapa Customer Support.
Dispute Review Process
When a customer requests cancellation after the vendor has accepted the order:
Submitting a cancellation request does not guarantee that a refund will be approved.
If Foodpapa determines that the customer is eligible for a refund, the approved amount will be credited to the customer's Foodpapa Wallet.
Foodpapa's decision will be based on the available information, the order status, the reason for cancellation, and any costs already incurred by the vendor or delivery partner.
3. Orders Cancelled by Foodpapa or the Vendor
Foodpapa or the vendor may cancel an order due to circumstances including, but not limited to:
When a prepaid order is cancelled by Foodpapa or the vendor, the amount paid will be refunded to the customer's Foodpapa Wallet.
The customer will be notified of the cancellation through the Foodpapa app, SMS, email, or another available communication channel.
4. Refusal to Accept an Order or Customer Unavailability
A customer must remain available at the delivery address and provide accurate contact and delivery information.
An order may be marked as a "No-Show" or "Delivery Failed" when:
In such cases, the customer may not be eligible for a refund. Repeated no-shows, unjustified refusals, or misuse of the cancellation process may result in account restrictions, temporary suspension, or other appropriate action.
5. Order-Related Complaints and Special Cases
Customers may contact Foodpapa Customer Support regarding issues such as:
Customers should report the issue as soon as reasonably possible through the support section of the Foodpapa app. Foodpapa may request photographs, order details, or other supporting evidence.
Each complaint will be reviewed on a case-by-case basis. Where a refund is approved, the eligible amount will be credited to the customer's Foodpapa Wallet.
6. Refund Conditions
Unless otherwise required by applicable law:
7. Customer Support
For assistance with cancellations, disputes, or refunds, customers may contact Foodpapa Customer Support through:
Customers should provide their order number and a clear explanation of the issue to help Foodpapa review the request efficiently.
8. Policy Updates
Foodpapa may revise this Cancellation and Refund Policy from time to time due to operational, legal, regulatory, or business requirements.
Any revised policy will be published on the Foodpapa website and will become effective from the date stated in the updated policy. Orders placed after the effective date will be governed by the revised policy.