Refund Policy

You're entitled to a full refund in the following situations:

• Order not prepared — the Central Kitchen fails to prepare your order, or the items handed over don't match what you ordered.
• Slot cancelled — a pickup point or slot is cancelled by us or a Workplace Partner after you've paid.
• Double charge — you're charged more than once for the same order, or charged without an order being created.
• Clear quality issue — food is spoiled or unsafe to eat, reported together with a photo on the same day.

Refunds are generally not available in these cases:

• No-show — the order isn't collected within the pickup window and you didn't tell us in advance.
• Change of mind — after the Central Kitchen has started preparing your order (status Prepared).
• RM1.00 service fee — non-refundable on a prepared order that isn't collected due to customer fault.
• Delivered Give Back — a Give Back donation that has already been prepared or handed to a recipient.

A refund request must be submitted within 48 hours of your pickup slot ending.

For double-charge cases you have up to 30 days, since duplicate charges sometimes only appear after your bank statement is issued.

Requests made after these windows may be declined once the slot and hand-over records have been closed.

Refunds are returned to your original payment method — the DuitNow bank account or e-wallet you used to pay — through CHIP.

Orders that are not yet paid can be cancelled instantly by you on the order page at no charge.

• Request review1–2 working days
• Return to original account3–7 working days

The time to reach your bank depends on the receiving bank and is outside our control once CHIP has processed the instruction.

1. Open My Orders and select the relevant order.
2. Tap Report a problem and choose a reason (not prepared, slot cancelled, double charge, quality).
3. Attach a photo if relevant, and pick your refund method.
4. Submit. You'll receive a confirmation email with a reference number.

Can't access that order? Email us your order code at sokongan@mbgo.my.

Nothing in this policy limits any rights you may have under the Consumer Protection Act 1999 or other applicable Malaysian laws. This policy sets out how we handle refunds in addition to those rights.