Effective Date: May 1, 2025

This Refund Policy outlines the conditions and process for requesting refunds, credits, or other resolutions for Orders placed through the Fastwaka Platform (User App, Vendor App, Rider App, Fastwaka.com) operated by Fastwaka Enterprise in the Philippines.

Please read this policy in conjunction with our Terms and Conditions.

1. General Policy

Fastwaka aims to provide a satisfactory experience. As a platform connecting Users, Vendors, and Riders, refund eligibility often depends on the specific issue and the party responsible (Vendor for item quality/accuracy, Rider for delivery issues, Platform for technical errors).

We handle refund requests on a case-by-case basis, considering the circumstances, evidence provided, and our Terms and Conditions. Issuance of refunds, credits (e.g., to your Fastwaka Wallet), vouchers, or other resolutions is at Fastwaka's discretion, in coordination with Vendors and Riders where applicable.

Due to the nature of perishable goods (food, some groceries, certain pharmacy items), return of items is generally not possible. Refunds are typically processed based on reported issues and evidence.

2. Reporting Issues and Timeframes

All issues related to an Order must be reported to Fastwaka Customer Support through the User App (e.g., via Order History, Help Center, or Live Chat) or by emailing fastwaka@fastwaka.com as soon as possible.
For issues apparent upon delivery (e.g., damaged items, wrong items, missing items, significantly late food delivery), please report within [Specify Timeframe, e.g., 24 hours] of receiving the Order.
For non-delivery issues, please report within [Specify Timeframe, e.g., 24 hours] of the expected delivery time.
Failure to report issues within the specified timeframe may affect your eligibility for a refund or other resolution.

3. Information and Evidence Required

To help us investigate your issue promptly, please provide the following when reporting:

Your Order ID number.
A clear description of the issue (e.g., "missing item: [item name]", "received wrong item: [item name]", "food arrived cold/spilled", "parcel damaged").
Clear photographic evidence of the issue (e.g., photos of damaged items, incorrect items received, damaged parcel packaging, screenshot of late delivery time if applicable). Photos should clearly show the items and any relevant packaging or receipts.
Any other relevant details (e.g., interaction with Rider/Vendor).

We reserve the right to request additional information or evidence to process your request.

4. Common Issues and Potential Resolutions

Eligibility for refunds/resolutions depends on the investigation outcome:

Missing Items: If verified that items paid for were not included in the delivery due to Vendor error, a refund or credit for the missing item(s) value is typically offered.
Incorrect Items: If verified that you received items significantly different from what you ordered due to Vendor error, a refund or credit for the incorrect item(s) may be offered. You may be asked about the disposition of the incorrect item.
Damaged/Spoiled Goods: If Goods (food, groceries, pharmacy items, parcels) arrive damaged, spilled, or spoiled due to inadequate packaging by the Vendor or mishandling during delivery by the Rider (verified with photo evidence), a refund or credit for the affected item(s) may be offered.
Late Delivery (Time-Sensitive Goods): For Orders involving prepared food, if the delivery is significantly delayed beyond the estimated time due to verifiable Vendor or Rider fault, resulting in compromised food quality (e.g., cold food), a partial or full refund/credit may be considered on a case-by-case basis. Delays due to factors outside reasonable control (e.g., severe weather, User unavailability) may not be eligible. Delivery time estimates are not guarantees.
Non-Delivery: If an Order paid for via non-COD methods is confirmed as not delivered due to Vendor or Rider fault, a full refund is typically processed.
Parcel Service Issues: For parcel deliveries, liability for loss or damage may be limited as per our Terms and Conditions. Issues will be investigated based on evidence provided regarding packaging and handling.

5. Non-Refundable Situations

Refunds or credits may generally not be provided in situations including, but not limited to:

Change of mind after placing or receiving the Order.
Dislike of the taste or preparation of food items, provided the item matches the description.
Incorrect Order placed by the User (e.g., wrong item selected, wrong delivery address provided).
User unavailability to receive the delivery at the specified address, leading to non-delivery or delay.
Issues reported outside the specified timeframes or without sufficient evidence.
Minor variations in product appearance or packaging for groceries or e-commerce items.
Delays caused by force majeure events (e.g., typhoons, floods, government restrictions).

6. Refund Process and Method

Once an issue is reported with necessary details/evidence, Fastwaka Customer Support will investigate, which may involve contacting the Vendor and/or Rider.
We aim to resolve reported issues within [Specify Timeframe, e.g., 48-72 business hours], but complex cases may take longer.
If a refund or credit is approved:
- It may be issued to your original payment method (e.g., credit card, e-wallet) or as credits to your Fastwaka Wallet within the App.
- Refunds to original payment methods may take several banking days to reflect, depending on your bank or payment provider's processing times.
- Fastwaka Wallet credits are typically applied much faster.
The method of refund (original method vs. wallet credit) may depend on the payment method used, the nature of the issue, and Fastwaka's discretion.

7. Cancellations

For details on cancelling orders before completion, please refer to our Cancellation Policy.

8. Contact Us

If you have questions about this Refund Policy or need to report an issue with your order, please contact Fastwaka Customer Support through the App or email us at fastwaka@fastwaka.com.