Refund & cancellation policy

1. Order cancellation

Customers should request a cancellation as soon as possible after placing an order.

Cancellation may be possible if the restaurant has not yet started preparing or processing the order. Once an order has been accepted and preparation has started, cancellation may no longer be available because the restaurant may already have incurred costs in preparing the food.

Tap Bites cannot guarantee that every cancellation request can be approved.

To request a cancellation

Contact Tap Bites customer support immediately and provide:

• Your order number
• Customer name
• Reason for cancellation

Our team will check the status of the order and advise whether cancellation is still possible.

2. Restaurant-initiated cancellations

In some cases, a restaurant may be unable to fulfill an order because of:

• Unavailable menu items
• Restaurant closure
• Operational issues
• Incorrect inventory or menu availability
• Other circumstances preventing the order from being prepared

If the restaurant cannot fulfill your order, Tap Bites may cancel the affected order or items. If you have already paid electronically, you may be eligible for a refund of the applicable amount.

3. Eligible refund requests

Customers may request a refund when there is a valid issue with an order. Examples may include:

Missing items

An item that was paid for was not included in the delivered order. Depending on the circumstances, Tap Bites may provide a refund for the missing item rather than the entire order.

Incorrect items

You received an item that is materially different from what you ordered.

Damaged or spilled items

Food or drinks arrive significantly damaged, spilled, or otherwise unusable because of an apparent preparation, packaging, or delivery issue.

Order not delivered

Your order was confirmed and paid for but was not successfully delivered. The circumstances of the failed delivery will be reviewed before a refund is approved.

Restaurant unable to fulfill the order

If the restaurant cannot prepare the order after payment has already been completed, the applicable amount may be refunded.

Duplicate payment

If you are charged more than once for the same transaction, contact Tap Bites so the payment records can be reviewed. Confirmed duplicate charges may be refunded.

Incorrect payment amount

If an incorrect amount is charged because of a confirmed system or processing error, the affected amount may be refunded after verification.

4. Partial refunds

Some issues may qualify for a partial refund rather than a full refund.

For example, if one item is missing from an otherwise correctly delivered order, the refund may be limited to the value of the missing item. The amount of any approved refund will depend on the specific issue and the portion of the order affected.

5. Situations that may not qualify for a refund

A refund may not be available in situations such as:

• The customer changes their mind after the restaurant has started preparing the order
• The customer ordered the wrong item
• Incorrect delivery information was provided by the customer
• The customer could not be contacted or was unavailable to receive the delivery
• The customer refused a correctly prepared and delivered order without a valid reason
• Food quality concerns based primarily on personal taste or preference
• Minor differences in food appearance compared with promotional or menu photos
• A promotional code, discount, or voucher was not applied because its requirements were not met
• The issue was reported after an unreasonable period and cannot reasonably be verified

Each case may still be reviewed individually where appropriate.

6. Failed deliveries

Customers are responsible for providing an accurate delivery address, contact number, and delivery instructions. Customers should also remain reasonably available while an order is being delivered.

If delivery cannot be completed because the customer provided an incorrect address, cannot be contacted, no one is available to receive the order, or the customer requests delivery to a significantly different location after dispatch — the order may not be eligible for a refund.

Additional delivery charges may apply if redelivery or rerouting is possible.

7. Cash on Delivery orders

For Cash on Delivery (COD) orders, no electronic payment refund is required if payment was never collected.

If a customer has already paid cash and an eligible issue is confirmed, Tap Bites will coordinate the appropriate resolution with the restaurant, delivery rider, or customer. Depending on the circumstances, the resolution may include:

• Replacement of an affected item
• Partial refund
• Full refund
• Another reasonable resolution agreed upon with the customer

8. GCash and electronic payments

For orders paid using GCash or another supported electronic payment method, approved refunds will generally be processed through the appropriate payment or refund channel.

Refund processing times may depend on Tap Bites, the payment service provider, GCash or another wallet provider, and banks or financial institutions involved in the transaction.

9. Promotional discounts, vouchers, and credits

When an order uses a discount, voucher, promotional code, or account credit, any refund may be based on the actual amount paid by the customer rather than the original menu price.

Promotional vouchers or discount codes may not automatically be restored after an order is cancelled or refunded unless otherwise stated in the applicable promotion terms.

10. Reporting an order issue

Customers should report an order issue as soon as reasonably possible after receiving the order. Prompt reporting allows Tap Bites and the restaurant to investigate the concern while relevant information is still available.

When submitting a request, please provide:

• Order number
• Customer name
• Description of the problem
• Affected item or items
• Photos of the food, packaging, or receipt when applicable
• Payment or transaction reference, when applicable

Additional information may be requested when necessary to verify the issue.

11. Review of refund requests

Submitting a refund request does not automatically guarantee approval. Tap Bites may review information including:

• Order details
• Payment records
• Restaurant information
• Delivery status
• Rider information
• Photos or supporting evidence
• Customer communications
• Relevant system records

Tap Bites will make reasonable efforts to review refund requests fairly and consistently.

12. Refund processing

Once a refund is approved, Tap Bites will initiate the applicable refund process. Electronic refund processing times may vary depending on the payment provider or financial institution. Customers may be asked to provide or confirm certain information before a refund can be processed.

13. Replacement instead of refund

Depending on the circumstances and availability, Tap Bites may coordinate with the restaurant to provide a replacement item instead of issuing a refund. The customer will be informed of the available resolution before proceeding.

14. Fraudulent or abusive claims

Tap Bites reserves the right to investigate refund requests that appear fraudulent, misleading, repetitive, or abusive. Examples may include:

• False claims about missing orders
• Altered or misleading photos
• Repeated refund requests inconsistent with order records
• Attempts to obtain refunds for orders that were correctly fulfilled

Accounts involved in confirmed fraudulent or abusive activity may be restricted or suspended in accordance with the Tap Bites Terms & Conditions.

15. Changes to this policy

Tap Bites may update this Refund & Cancellation Policy from time to time to reflect changes to our services, payment methods, restaurant operations, delivery procedures, or applicable requirements. Material changes may be communicated through the Tap Bites application, website, or other official channels. The date at the top of this policy indicates when it was last updated.

16. Contact us

For cancellation requests, refund requests, or concerns regarding an order, please contact Tap Bites through our official customer support channels.