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Refund Policy

CITY ORDER Refund Policy

Last Updated: 06.06.2025

At CITY ORDER, we strive to ensure every order meets your expectations. However, if you encounter any issues, our refund policy is designed to provide a fair and transparent resolution process. This policy applies to all transactions made through our platform (City Order, City Restaurant, and City Delivery apps) in Myanmar.

1. Eligibility for Refunds

You may be eligible for a refund or replacement in the following circumstances:

For Customers:

  • Wrong Order Received: Items delivered differ from what was ordered

  • Missing Items: Parts of your order are missing

  • Poor Food Quality: Food is spoiled, contaminated, or inedible

  • Late Delivery: Order arrives significantly later than promised (more than 60 minutes)

  • Order Not Delivered: Delivery failed despite payment being processed

  • Cancelled by Restaurant: Merchant cancels after payment is made

For Merchants:

  • Technical Errors: System errors causing incorrect order processing

  • Duplicate Charges: Customer charged multiple times for one order

  • Failed Transactions: Payments not received despite customer being charged

For Delivery Partners:

  • Cancelled Orders: Earnings guaranteed for orders cancelled after pickup

  • System Errors: Payment discrepancies due to app malfunctions

2. Non-Refundable Situations

Refunds will NOT be issued for:

  • Change of mind after order is placed

  • Minor delays (under 120 minutes)

  • Food taste preferences (unless quality is compromised)

  • Orders marked "Delivered" in the system

  • Issues reported more than 24 hours after delivery

3. Refund Process Timeline

Situation Refund Method Processing Time
Credit/Debit Card Payments Original payment method 5-7 business days
Mobile Money (WavePay, KBZPay) Mobile wallet 1-3 business days
Cash on Delivery Mobile money transfer 1-3 business days
Restaurant Cancellation Full refund + voucher Instant to 24 hours
Quality Issues Partial/full refund 24-48 hours

4. How to Request a Refund

For Customers:

  1. Open the City Order app

  2. Go to "My Orders"

  3. Select the problematic order

  4. Tap "Report Issue"

  5. Choose reason and submit evidence (photos if applicable)

  6. Our team will respond within 2 hours

For Merchants:

  1. Log in to City Restaurant app

  2. Navigate to "Payment Issues"

  3. Select the disputed transaction

  4. Submit supporting documents

  5. Resolution within 24 hours

For Delivery Partners:

  1. Open City Delivery app

  2. Go to "Earnings"

  3. Select "Payment Disputes"

  4. Report the specific order issue

  5. Support will verify within 12 hours

5. Special Cases

Failed Deliveries:

  • If delivery fails due to incorrect address: Refund minus delivery fee

  • If driver cannot locate customer: 50% refund after 30-minute waiting period

Subscription Services:

  • Monthly plans can be cancelled with pro-rated refund within 3 days of renewal

Promotional Vouchers:

  • Expired vouchers are non-refundable

  • Partially used vouchers refunded at face value minus used amount

6. Dispute Resolution

If you disagree with our refund decision:

  1. Escalate via email to cityorder89@gmail.com

  2. Include order ID, screenshots, and detailed explanation

  3. Final resolution within 72 hours

7. Contact Information

For refund inquiries:
📧 Email: support@cityordermm.net
📞 Hotline: +959792148866(8AM-8PM daily)
📍 In-App: Live Chat Support

Note: CITY ORDER reserves the right to modify this policy with 14 days notice. Continued use of our services constitutes acceptance of the updated policy.