Refund and Cancellation Policy

1. You may cancel an order while it is still awaiting acceptance by the vendor.
2. A successfully cancelled prepaid order qualifies for a full refund of the amount paid.
3. If the vendor rejects or cannot fulfil the order, the order will be cancelled and the amount paid will be refunded.

Once a vendor accepts your order, you cannot cancel it. Acceptance means the vendor has committed stock and may begin preparing or packing the order immediately.

1. Changing your mind after acceptance does not qualify for a refund.
2. Selecting the wrong meal, quantity, pickup option or delivery details does not qualify for a refund.
3. Becoming unavailable to collect or receive the order does not qualify for a refund.
4. Contact support immediately if an exceptional situation occurs. Contacting support does not guarantee cancellation or a refund.

1. The vendor rejects or cancels the order after payment.
2. Payment is confirmed as deducted but no order was created.
3. A paid item is missing from the delivered or collected order.
4. You receive the wrong item or an item materially different from the confirmed order.
5. The food is verified as spoilt, unsafe or unusable when received.
6. The order is not delivered because of a verified vendor, rider or MijiSap service failure.
7. An item is damaged or spilled during a MijiSap delivery.

1. A full refund may apply where the complete order is rejected, cancelled by the vendor, not created after payment, unsafe, or never fulfilled because of a verified service failure.
2. A partial refund may apply to the value of a missing, incorrect, damaged or unavailable item where the remainder of the order was fulfilled.
3. Delivery, packaging and service charges are not normally refunded where the order was otherwise fulfilled, except where MijiSap determines that the related service was not provided.
4. The approved amount depends on the affected item or service and the outcome of the review.

1. Personal preferences concerning taste, spice level, portion expectation or appearance where the correct item was supplied and is safe to consume.
2. Incorrect selections, quantities, notes, phone numbers or locations supplied by the customer.
3. Refusing a correct order or failing to collect a pickup order.
4. A failed delivery caused by customer unavailability or inability to reach the customer after reasonable contact attempts.
5. Sharing a delivery confirmation code before receiving the order or confirming delivery before the order arrives.
6. Complimentary items, promotions or rewards that were not separately paid for.

1. Report a missing, wrong, damaged, spilled or unsafe item within two hours of delivery or pickup.
2. Provide the order ID, a clear description and photographs where the issue can be shown visually.
3. Keep the affected item and packaging until support confirms whether they are needed for the review.
4. Claims submitted late or without enough information may be declined where the issue can no longer be reasonably verified.

1. Use an accurate campus delivery location and keep your registered phone available while the order is in transit.
2. The rider will make reasonable attempts to contact you and may wait for up to ten minutes at the supplied location.
3. If delivery fails because you are unavailable, unreachable or provided an incorrect location, no refund is due and an additional fee may apply to any approved redelivery.
4. If delivery fails because of the vendor, rider or MijiSap, support will review the order for redelivery or a full or partial refund.

1. Approved refunds may be credited to your MijiSap wallet or returned through the original payment method, depending on the transaction.
2. Wallet credits may appear sooner than reversals handled by a bank or payment provider.
3. External processing times are controlled by the relevant bank or payment provider after MijiSap submits an approved refund.
4. Promotional credits and rewards are returned only where their applicable conditions permit it.

MijiSap may confirm the circumstances with the customer, vendor, rider and payment provider. Refund decisions are based on the order record, status history, supporting evidence and the part of the service that was or was not fulfilled.