Refund Policy · tapow.my

Preamble

The short version

In plain English If something you paid for can't be made or delivered, you get your money back, to the card or payment method you paid with. Kitchens start cooking the moment you order, so change-of-mind cancellations have a short window.

This Refund and Cancellation Policy applies to orders and payments made through tapow.my, operated by Yes Can Do Sdn Bhd (registration no. 202101022325 (1422625-W)) ('we', 'us', or 'our'), whether placed in our web app or through our WhatsApp ordering assistant. Restaurants on tapow.my are independent businesses and remain the seller of record for the food you order; we facilitate ordering, payment collection, and refunds on their behalf.

Nothing in this policy limits any rights you have under Malaysian consumer protection law.

Section 01

Cancelling an order

In plain English Orders go straight to the kitchen when you pay. If the kitchen hasn't started, ask fast and we'll try. Once your food is being cooked, cancellation is at the restaurant's discretion.

tapow.my sends your order to the restaurant's kitchen the moment payment is confirmed. Because preparation begins quickly:

Before preparation starts, message our WhatsApp line on +60 10-282 8258 straight away, or reply in your WhatsApp order thread if that is where you ordered. If the kitchen has not started on your order, it can be cancelled with a full refund.
After preparation starts, cancellation is at the restaurant's reasonable discretion. Food that has already been prepared for you generally cannot be refunded for a change of mind.
Unpaid orders are never charged. If you abandon checkout or a payment link before paying, there is nothing to refund.

Section 02

When you get a refund

In plain English Restaurant cancels: full refund. An item is unavailable: that item is refunded. Order edited down: the difference comes back automatically. Something wrong with the food: tell us within 24 hours and we'll sort it out with the restaurant.

You are entitled to a refund in the following situations:

The restaurant cancels your order. If a restaurant cannot fulfil your paid order (for example it has closed early or cannot make your items), you receive a full refund of the order total, including any delivery fee and platform fee.
An item is unavailable. If a specific item cannot be made, the restaurant removes it from your order and you are refunded for it, including its fair share of any fees and tax you paid on it. The rest of the order proceeds as normal.
Your order is edited to a lower total. If the restaurant substitutes or removes items with your agreement and the new total is lower than what you paid, the difference is refunded automatically.
Quality problems or an incorrect order. If your order arrives incomplete, incorrect, or in a condition you reasonably consider unacceptable, contact us within 24 hours of delivery or collection. We review these with the restaurant case by case; remedies can include a replacement, a partial refund, or a full refund.
A payment lands on a cancelled order. If you pay a WhatsApp payment link that was already cancelled, superseded, or expired, it is refunded automatically without you needing to ask, and the assistant tells you. In any other case where money is taken and no order exists behind it, tell us and we refund it in full.

Promotions: where a discount or promotion was applied, refunds are calculated on the amount you actually paid, not the pre-discount price.

Section 03

How refunds are paid, and how long they take

In plain English Refunds always go back to the payment method you used. We start them promptly; your bank decides how fast they show up, usually within 3 to 10 business days.

All refunds are issued to the original payment method through our payment provider. We do not offer cash refunds or refunds to a different card or account than the one used to pay.

Once a refund is initiated we confirm it to you, and you can check its status any time by messaging us on WhatsApp with your order number. Banks and card issuers typically post refunds within 3 to 10 business days depending on the bank; some e-wallets are faster. If a refund attempt fails on our side, we retry it or contact you rather than leaving it unresolved.

Section 04

Delivery problems

In plain English If a rider can't be found or your food never arrives, tell us. Depending on what happened, you get another delivery attempt, collection, or a refund.

Delivery is fulfilled by third-party courier partners. If a courier cannot be assigned to your paid delivery order, the order is flagged to the restaurant and to us, and we sort it out with them: the restaurant may deliver it another way, or switch it to collection if that suits you, or cancel it for a full refund. If your order cannot be delivered at all through no fault of your own, you receive a full refund.

If a delivery fails because the address or contact details provided were incorrect or you were unreachable at the delivery point, any refund is at our reasonable discretion and may exclude the delivery fee.

Section 05

Bills and payment links

In plain English Paid an old WhatsApp link after your order changed? The money comes straight back on its own. Paid a bill that was already cancelled, or paid twice? Message us and we refund it.

Some venues use tapow.my scan-to-pay bills, and our WhatsApp assistant issues payment links for orders placed in chat.

WhatsApp order links. If your order is edited, the old payment link is cancelled and a new one is issued. If a payment nonetheless lands on the old link, it is refunded automatically and the assistant tells you to use the latest link.
Scan-to-pay bills. Check the amount on screen before you pay, because it is set by the venue. If you pay a bill the venue had already cancelled, or the same bill twice, message us with the reference (for example B-6828) and we refund it. These refunds are handled by our team rather than automatically, so please do tell us rather than waiting.

Section 06

How to reach us

In plain English WhatsApp is fastest. Email works too. Have your order number ready, it's on your receipt and tracking page.

For any refund or cancellation request, contact us with your order number (for example FB-123):

Reach the team

Yes Can Do Sdn Bhd

+60 10-282 8258

hello@tapow.my

Phone

+60 17-633 0142

Registration no.

202101022325 (1422625-W)

Registered address

7-2, Plaza Danau 2, Jalan 2/109f,
Taman Danau Desa, Kuala Lumpur 58100, Malaysia