Refund Policy

1. Who this policy covers

In this policy, a shop is a food & beverage business that uses Rekio, and a customer is someone who orders from that shop.

• Customers who order through a shop's table QR code or pickup page and pay online. That payment is received by Rekio on the shop's behalf and passed on to the shop, so refunds of it are handled by Rekio.
• Shops that pay Rekio for a software subscription.

Payments made at a shop's counter — cash, a card terminal, or the shop's own DuitNow QR — go straight to the shop. Refunds for those follow the shop's own rules, and Rekio does not hold that money. Please speak to the shop.

2. Online orders: when you get your money back

You are entitled to a refund when:

• the shop could not provide your order — for example it had closed, an item had run out, or it cancelled the order before starting to prepare it;
• a scheduled pickup order was not ready at the time the shop confirmed;
• what you received was clearly not what you ordered, and the shop could not put it right;
• a technical fault charged you twice for one order, or charged you the wrong amount.

If only part of an order was affected, that part is refunded and the rest of the order stands.

3. When a refund is not given

• Food and drinks that were prepared as ordered and served or handed over, including when you change your mind after ordering.
• A pickup order that is not collected within 30 minutes of the collection time you chose, because the shop has already prepared it for that time.
• An order made with the wrong details — such as the wrong branch, day or collection time — once the shop has started preparing it.

Cancelling a pickup order

To cancel a scheduled pickup order, contact the shop before it starts preparing. If the shop accepts the cancellation, the full amount you paid is refunded.

4. How to ask for a refund

1. Contact the shop first. It knows what happened with your order and can confirm it quickly.
2. Then contact us at support@rekio.my if the shop agrees a refund is due, or if it does not respond. Include the shop's name and branch, your order or collection number, the date, the amount you paid, and what went wrong. A photo helps.
3. We check the order record with the shop and tell you the outcome. Approved refunds are sent by Rekio through CHIP — not at the shop's counter, because the shop never held your online payment.

5. How refunds are paid

• The money goes back to the card, bank account or e-wallet you paid with. We cannot send it to a different account.
• Once approved, a refund usually reaches you within 5 to 10 business days. The exact timing depends on your bank or e-wallet provider.
• Rekio does not add a payment fee to your order, so nothing is deducted from the amount refunded.

6. Rekio subscriptions (for shops)

• The software is billed in advance for each branch, monthly or yearly, at the rates on our Pricing page.
• New shops start with a 14-day free trial. You are not charged during the trial, so there is nothing to refund if you decide not to continue.
• You can cancel at any time. You keep access until the end of the period you have paid for, and the unused part of that period is not refunded.
• If you reduce the number of branches, the lower fee applies from your next billing period. A branch added mid-period is charged only for the time left in it.
• On a yearly plan, if you ask for a refund within 14 days of the start of the paid year, we will consider the request case by case.
• The first year of software included with a hardware package is part of that package's price and is not refunded on its own. Hardware is covered by our Shipping & Returns policy.

7. Chargebacks and disputes

If a customer asks their bank or card issuer to reverse an online payment, we investigate it with the shop and CHIP. The shop will be asked for its record of the order, such as when it was prepared and collected. If the bank reverses the payment, that amount may be deducted from the shop's next payout from Rekio.

Contacting the shop or us first is almost always quicker than a chargeback.

8. Contact

For anything about a refund, email support@rekio.my or message +60 11-6499 5536 on WhatsApp. We reply within 2 business days.