Refund & failed-delivery policy
Last updated 22 October 2026
Customers on OrderLokal pay the seller directly, so refunds for food are paid by the seller, not by us. This policy says what happens to your money when an order or a delivery doesn’t go to plan: first for customers, then for sellers’ delivery credit.
1. Orders you haven’t paid for
If an order asks you to pay first and you don’t pay or tap “I’ve paid” within 30 minutes, it is cancelled. Nothing is owed by anyone.
2. The seller rejects or cancels a paid order
If the seller rejects or cancels your order after you’ve paid (for example, an item ran out), the seller refunds the full amount you paid, directly to you. Your order page says so, and shows when the seller has marked it refunded.
Haven’t received it? Chat with the seller from your order page. If they don’t respond, contact us with your order number and we will follow it up with the seller. We can’t pay the refund ourselves, because the payment went to the seller.
3. You want to cancel
Before you pay, you can simply not pay. Once you’ve paid, ask the seller through the chat button. Whether they cancel and refund is up to them, especially once they’ve started cooking.
4. Wrong, missing or poor food
Contact the seller as soon as you can, with a photo if it helps. The seller decides whether to refund, replace or make it up to you.
5. When a delivery fails
- No rider found, or the booking is cancelled before pickup: the seller can book another rider, deliver it themselves, or cancel your order and refund you in full.
- After the rider has your order, you can’t be reached or the address is wrong: the delivery fee and service fee aren’t refunded. A refund for the food is up to the seller.
- The rider loses or damages your order: tell the seller. The seller (with our help when a delivery partner’s rider was used) takes it up with the rider or the delivery partner, and decides on your refund.
6. For sellers: your delivery credit
Each delivery order’s RM1 service fee is taken from your credit when you confirm its payment, and a delivery partner’s rider fee when the rider is booked. They come back to your credit like this:
| What happens | Your credit |
|---|---|
| You reject or cancel the order before it goes out for delivery | RM1 service fee given back |
| The order is cancelled after it went out for delivery | RM1 kept |
| You cancel a rider booking (while the partner allows it), the partner cancels it, or no rider is found | That booking’s rider fee given back, once. The RM1 belongs to the order: it comes back only if the order itself is then cancelled before it goes out |
| The delivery fails after the rider picked up the order | The partner’s actual charges stand; RM1 kept |
| The partner changes a booking’s price afterwards | The difference is charged or given back |
| You refund a customer for food | No change: food refunds are between you and the customer. Mark the order refunded on your board |
Every charge and refund is in your credit history. If one looks wrong, contact us: each one is linked to its order and booking. Unused credit is refunded on request when you close your shop, less RM1.50 for the transfer.
7. Contact us
WhatsApp +60 17-299 7924 or email onemassenterprise@gmail.com, with your order number. Nothing in this policy affects your rights under the Consumer Protection Act 1999.