Refund Policy (Customer Meal Transactions)

This Refund Policy explains how refunds, cancellations, and unfulfilled orders are handled for meal transactions where a customer orders and pays at a restaurant through OrderEase. This policy applies only to customer meal transactions; for refunds of the subscription service fees that merchants pay to us, please see Section 4.3 of the Terms of Service.

1. Refunds Are Handled by Each Restaurant Merchant

The meals you purchase are provided and sold directly by the restaurant (merchant) where you dined. OrderEase is a platform service provider supplying the ordering and payment technology and is not the seller of the meals. Accordingly, refunds, cancellations, and compensation for meal transactions are handled and approved by each restaurant merchant in accordance with its own operating rules and applicable consumer-protection laws.

2. How to Request a Refund

To request a refund or raise an issue about a meal transaction, please contact the restaurant where you dined through any of the following channels:

• Speak directly to on-site staff or the front counter at the restaurant.
• Use the phone number or contact details provided by the restaurant on the menu page, receipt, or in-store notice.
• If you cannot reach the restaurant, you may call our platform customer service line at 0809-000-018 or email support@orderease.com.tw, and we will help relay or coordinate; however, the final refund decision rests with the restaurant.

3. Online Card (Credit Card) Refunds

If you paid online by credit card, once the restaurant approves the refund the amount will be returned via the original payment method (the original credit card); the platform does not provide refunds in cash or to another account. The time for the refund to appear depends on your card issuer and typically takes several business days up to one billing cycle; the actual posting time is determined by the issuer. The refund amount is calculated based on the items refunded; for a partial refund, the corresponding difference is returned.

4. Cash Payment Refunds

If you paid in cash at the restaurant, the refund is handled on-site by the restaurant directly in cash.

5. Order Cancellation and Unfulfilled Orders

Meals are made-to-order items. Once an order has been accepted by the restaurant and preparation has begun, it generally cannot be cancelled at will. The following situations are handled as set out below:

• Cancellation requested before the restaurant accepts or begins preparing the order: the restaurant may agree to cancel and refund at its discretion.
• The restaurant cannot provide an ordered item (e.g., sold out or out of stock): the restaurant should notify you and refund the unavailable item, or substitute an item of equal value with your consent.
• Paid but not fulfilled: the restaurant should fully refund the amount for the unfulfilled item.
• Meal quality or contents do not match what was ordered: please raise it with the restaurant on-site, and the restaurant will handle it under its own rules (remake, compensation, or refund).

6. Disclaimer and Changes

7. Contact Us

If you have any questions about this Refund Policy, please contact: