Cancellation, Refund and Order Dispute Policy

1. Purpose and Statutory Rights

This Policy explains TindaNation’s operational process for cancellations, returns, refunds, delivery failures, and Order disputes. It does not reduce any mandatory remedy available under the Consumer Act, Internet Transactions Act, or other applicable law.

2. Customer Cancellation Before Merchant/Rider Commitment

A Customer may generally request cancellation before the Merchant materially begins fulfilment or before an Operator/Rider has incurred a non-recoverable purchase/delivery commitment, subject to the Order type and Platform status. TindaNation may automate approval at early stages.

3. Cancellation After Goods Are Paid For, Perishable, or in Transit

Cancellation may be restricted once goods are perishable and already in the possession of a delivery service or in transit, or once the Rider or Delivery Operator has paid for the goods, except where the Customer authorizes payment despite cancellation, reimburses the delivery service as a lawful precondition, the transaction permits cancellation for a disclosed fee, the parties agree otherwise, or applicable law provides another remedy.

This provision should be interpreted together with applicable laws and regulations, including:

• Consumer Act of the Philippines (RA 7394) - Consumer remedies may apply where goods are defective, unsafe, misrepresented, or otherwise nonconforming. A change-of-mind request for properly prepared food or drinks does not automatically create a refund right.
• Food Safety Act of 2013 (RA 10611) - Unsafe, contaminated, or otherwise unfit food may give rise to appropriate remedies under applicable law.
• Civil Code of the Philippines - Rights and remedies may depend on the parties' perfected sale, warranties, defects, fraud, breach, and other applicable contract rules.
• DTI Department Administrative Order No. 02-92 - Merchants may not improperly deny remedies for defective goods; this does not create an unrestricted change-of-mind right for safe, conforming, made-to-order food.

4. Merchant Cancellation / Unavailable Items

A Merchant should promptly cancel unavailable Orders/items or request an authorized substitution/adjustment. A Merchant must not mark an unavailable item fulfilled. Where the Merchant cancels before delivery, the Customer should not be charged for the unavailable product and any paid amount attributable to it must be refunded or reversed as appropriate.

5. Customer-Approved Substitutions and Price Adjustments

If a substitute or actual-price adjustment is needed, the Customer must receive enough information to make an informed decision. A higher amount should not be collected without the required Customer acknowledgement. If the Customer rejects the change and no acceptable alternative exists, the affected item or Order should be cancelled under the applicable workflow.

6. Failed Delivery

A delivery may fail because of an incorrect/incomplete address, unreachable Customer, unsafe/inaccessible location, lawful refusal, Merchant error, Rider/Operator issue, accident, force majeure, or other cause. TindaNation will use available records to determine the appropriate return, redelivery, refund, delivery-fee treatment, and responsibility. Parties should not assume that every failed delivery automatically produces a full refund or full charge; the cause matters.

7. Defective, Wrong, Missing, Spoiled, or Misdescribed Goods

Where goods are defective, unsafe, spoiled, materially misdescribed, wrong, incomplete, or otherwise fail to conform through no fault of the Customer, the Customer may be entitled to repair, replacement, refund, return, or other remedies under applicable law. The Merchant is primarily responsible for product-related remedies, while delivery-caused damage/loss may be allocated to the responsible Operator/Rider based on evidence.

8. Returns

When replacement or refund requires return of the original goods, the return should be completed within a reasonable period and without improper cost to the Customer where applicable law so requires. Perishable, unsafe, consumed, customized, hygiene-sensitive, or non-returnable products may require a different remedy depending on law and the facts.

9. Age-Restricted Delivery Refusal

If a lawful age-restricted delivery is refused because the recipient is underage or cannot provide required valid identification, the Rider/Operator must follow the return process. If the Rider/Operator already paid the Merchant and the goods remain returnable, untampered, and undamaged, the Merchant must provide the refund required by law or the applicable transaction arrangement. Delivery costs caused by an unlawful or failed age-verification attempt may be allocated as permitted by law and disclosed policy.

10. Evidence

TindaNation may reasonably request order records, receipt images, product photos, packaging photos, timestamps, chat messages, location/status records, proof of payment, Merchant preparation records, Rider proof of delivery, or other relevant evidence. Evidence requests should be proportionate and processed under the Privacy Policy.

11. Refund Method and Timing

Approved returns and refunds shall be processed through the original payment method or another lawful available method, depending on how payment occurred and the applicable transaction arrangement. For cash transactions involving a Delivery Operator, the responsible Delivery Operator, through the assigned Rider, shall facilitate the return of the item and the corresponding refund process between the Customer and the Merchant through the TindaNation-facilitated return and refund workflow.

When a physical return is required, the assigned Rider shall return the item to the Merchant and, when applicable, facilitate the transfer or delivery of the approved refund to the Customer in accordance with the instructions and records provided through the TindaNation Platform. The Merchant, Delivery Operator, Rider, and Customer must follow the authorized return and refund instructions recorded in the Platform.

Refund Processing Target: The responsible Delivery Operator and assigned Rider must begin processing an approved return and refund as soon as reasonably practicable and within twenty-four (24) hours after TindaNation confirms the approved return or refund request, unless a different period is reasonably required because of the nature of the goods, availability of the parties, distance, safety considerations, force majeure, or other legitimate circumstances.

Where a refund is processed through a bank, e-wallet, payment processor, or other third-party payment provider, completion may take additional time according to that provider's processing period. A return or refund is considered completed when the required item has been properly returned, where applicable, and the approved refund has been delivered or credited to the Customer and recorded or confirmed through the TindaNation Platform.

12. Delivery Fee Disputes

Whether a delivery fee remains payable after cancellation or failed delivery depends on the stage, work already performed, the reason for failure, any advance paid by the Rider/Operator, the disclosed transaction terms, and applicable law. Hidden or undisclosed fees are not permitted.

13. No Abuse of Refund Process

Fraudulent refund claims, falsified photos/receipts, intentional damage, collusion, or repeated abuse may result in denial of the fraudulent claim, account restrictions, recovery of losses, and lawful reporting. Genuine complaints must not be penalized merely because a user exercises a statutory right.

14. Escalation

If the parties cannot resolve an Order dispute, use the Complaints and Internal Redress Policy. A complaint unresolved after the applicable internal redress period may be escalated to the competent external mechanism, agency, or court as allowed by law.