Refund & Cancellation Policy

Last updated: July 2026

This Refund & Cancellation Policy explains when and how refunds are handled for orders placed through our online self-collection ordering service, operated by Dommas Food Sdn Bhd (202501038443 (1639852-W)). It forms part of our Terms & Conditions.

Because our food is prepared fresh to order, refund rights are necessarily limited. Please read this policy before placing an order.

1. Cancelling an Order

1.1 You may request to cancel an order only before preparation has begun at the outlet. To cancel, contact us immediately via WhatsApp at +60178748845 or email support@dommasfood.com with your order reference.

1.2 Once preparation has begun, the order cannot be cancelled and is not eligible for a refund, as the food has been made to your instruction.

2. When You Are Eligible for a Refund

You are eligible for a refund in the following situations:

  • We cancel or are unable to fulfil your paid order (e.g. an item is unavailable, or the outlet cannot fulfil the order within the requested time).
  • You cancelled the order before preparation began and it was accepted for cancellation.
  • You were charged incorrectly, or a duplicate charge occurred.
  • There was a clear error on our part in the order that we are unable to remedy.

You are generally not eligible for a refund where:

  • Preparation has already begun or the food is ready/collected.
  • You did not collect an order that was prepared as instructed (no-show).
  • You changed your mind after preparation started.

We assess each request fairly and in good faith.

3. How Refunds Are Processed

The refund method and timeline depend on how you paid. Our payment gateway (Billplz) processes online banking and card payments differently, so please note the following:

3.1 Online Banking (FPX) Payments

Direct automated refunds are not available for FPX payments through the gateway. Where a refund is approved:

  • We verify your successful payment against our payment records, and
  • We process the refund to you by manual bank transfer to the bank account you nominate.

For this reason, we will ask you to provide your bank account details so we can complete the transfer. Approved FPX refunds are typically completed within [3–7] business days after we verify the payment and receive your bank details.

3.2 Card Payments

Where a card refund is approved, it is initiated through the gateway’s card refund process and credited back to the original card. Card refunds typically take 7–14 business days to reach the cardholder, depending on your card issuer and bank processing times. Additional documentation may be required from you to complete a card refund.

3.3 Full vs. Partial Refunds

The gateway processes refunds as full refunds at the transaction level. Where only part of an order is refundable, we will arrange a partial refund by manual bank transfer for the applicable amount, rather than a partial gateway reversal.

4. The RM0.50 Processing Fee

  • Where we cancel your order, are unable to fulfil it, or where you were charged in error, the full amount including the RM0.50 processing fee is refunded.
  • Where a refund arises from a customer-initiated cancellation, the RM0.50 processing fee may be non-refundable, as transaction costs have already been incurred. Any such deduction will be clearly communicated to you.

5. How to Request a Refund

To request a refund, contact us with your order reference and the reason for the request:

We aim to acknowledge refund requests within [1–2] business days and will let you know whether the request is approved and the expected timeline.

6. Contact Us

Dommas Food Sdn Bhd

Email: support@dommasfood.com

WhatsApp/Phone: +60178748845

Address: NO 45A, HALA TAMAN MERU 13, TAMAN MERU 2B, 30200, IPOH, PERAK.

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