1. Cancelling a food order
- Before the restaurant accepts it: you can cancel from the order screen for a full refund.
- After the restaurant has accepted it: contact support from the order. If cooking has not started we will try to cancel and refund. Once the kitchen has started cooking or the rider has picked it up, we usually cannot cancel, because the food and time are already spent.
- If the restaurant or Hemong cancels: for example because an item ran out or no rider was available, you are refunded in full.
2. When you are entitled to a refund
We will refund the affected part of an order, or all of it where appropriate, if:
- an item is missing, wrong or not delivered;
- the food arrived in a condition that is clearly unsafe or not as described;
- the order was significantly late because of us or the restaurant, and you no longer wanted it;
- you were charged twice or the wrong amount.
We may ask for details or a photo. Changing your mind after delivery, or an order that is late because the address or contact details were wrong, is not normally refundable.
3. How to ask
Use the "Report a problem" option on the order in the app, or write to support@hemong.asia with your order number. Please tell us within [24 hours] of delivery so we can check with the restaurant and rider while it is fresh.
4. How refunds are paid
Refunds go back to the way you paid. Cards and wallets usually take [5 to 14] working days to show, depending on your bank. If you paid cash on delivery and a refund is approved, we will return it as [account credit or bank transfer].
5. Cancelling an Onway booking
The rules depend on how soon the trip starts, and the app shows what applies before you confirm a cancellation. In general, cancelling soon after you book is free. Cancelling close to departure may carry a fee, and very close to departure you may need to contact support. If a driver cancels or their verification is withdrawn, your seats are released and you are not charged.
The price you agree for a ride is paid between you and the driver as set out in the app. If you believe a driver did not provide the ride as agreed, write to support@hemong.asia.
6. Promotions and Hemong Points
If an order is refunded, any discount used on it and any points earned from it may be reversed. Points themselves have no cash value and are not refunded as money.
7. Disagreements
If you are not happy with our decision, reply to our message and ask for a second look from a different person. You also keep your rights under Malaysian consumer law.
Questions? Write to support@hemong.asia, or to HEMONG DOT ASIA, 201103103176 (002037193-T), [Registered business address].