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Refund and Cancellation Policy
Last updated: 28 June 2026
Version: 2026-06-01
1. Introduction
This Refund and Cancellation Policy (“Policy”) explains when Orders on the ReLoop Platform may be canceled or refunded. It applies to Customers and Partners and forms part of our Terms of Service.
ReLoop facilitates transactions between Customers and Partners. Refund decisions balance fairness to Customers, protection of Partners who prepared surplus food, and the nature of perishable surplus inventory.
2. Key principles
| Principle | What it means |
|---|---|
| Paid orders are commitments | Once payment is confirmed, inventory is reserved and the Partner may begin preparing the order. |
| Surplus is perishable | Late cancellations and no-shows may not be refundable because the food cannot be resold. |
| Platform records govern | Payment status and pickup confirmation in the ReLoop App are the primary record of a transaction. |
| Good faith resolution | We may make exceptions for clear Platform errors or Partner fault. |
3. Order statuses (summary)
| Status | Meaning |
|---|---|
| Pending payment | Order created; payment not yet confirmed. |
| Paid | Payment confirmed by our payment provider; Customer must pick up during the window. |
| Ready for pickup | Partner has indicated the order is prepared (if applicable). |
| Picked up | Partner verified pickup code; transaction complete. |
| Canceled | Order canceled before completion. |
| Uncollected / no-show | Customer did not pick up within the pickup window. |
| Refunded | Payment returned (full or partial) per this Policy. |
4. Cancellations by Customer
4.1 Before payment
If you have not completed payment, you may cancel the Order in the App (or abandon checkout). No charge applies.
4.2 After payment — before pickup window ends
Because surplus food is prepared and held for you, paid orders are generally non-cancelable and non-refundable once payment is confirmed.
We may consider a full or partial refund at our discretion if:
- You contact support@reloop.la promptly and
- The Partner agrees to cancel or
- Pickup is impossible due to a Platform or Partner error (e.g. store closed unexpectedly, listing quantity error caused by system bug).
Refund requests must include your Order ID and a brief explanation.
4.3 No-show (failure to pick up)
If you do not collect your Order during the pickup window:
- The Order may be marked uncollected;
- No refund is typically issued, because the surplus food may no longer be safe or practical to resell;
- Repeated no-shows may result in account restrictions.
If you experience an emergency, contact support before or during the pickup window. We cannot guarantee a refund but will review cases individually.
5. Cancellations by Partner
Partners should not cancel paid Orders except for valid reasons, including:
- Food safety concern (product no longer safe to sell);
- Force majeure (e.g. sudden closure, power outage, natural disaster);
- Listing error confirmed with ReLoop support.
If a Partner cancels a paid Order:
- Customer receives a full refund of the Order amount paid through the Platform;
- ReLoop may document the incident and affect Partner standing.
Partners must not cancel Orders to re-list the same inventory at a higher price.
6. Cancellations by ReLoop
We may cancel Orders if:
- Payment was fraudulent or reversed;
- The Listing was erroneous or violated our policies;
- The Partner is suspended or removed;
- Required by law or payment provider rules.
Affected Customers will receive a full refund unless otherwise required by law.
7. Refund method and timing
7.1 How refunds are issued
Refunds are processed through the same payment channel used for the original transaction (e.g. reversal via PhaJay / BCEL), subject to payment provider rules and banking timelines.
ReLoop does not issue cash refunds at the store unless explicitly authorized as part of a support resolution.
7.2 Timing
Refunds typically appear within 5–14 business days, depending on your bank. ReLoop will confirm when a refund is initiated in our system.
7.3 Partial refunds
Partial refunds may be issued if:
- Only part of a multi-item Order was affected;
- A good-faith adjustment is agreed between Customer, Partner, and ReLoop support.
8. Food quality and safety complaints
If you believe food received was unsafe, spoiled, or materially not as described:
- Contact support@reloop.la within 24 hours of pickup;
- Provide Order ID, photos if possible, and a description of the issue;
- Do not consume food you believe is unsafe.
We may offer a refund or credit after review. Serious food safety incidents may be escalated to the Partner and relevant authorities. ReLoop is not a food manufacturer and relies on Partner compliance with food safety laws.
This Policy does not limit any non-waivable consumer rights under applicable law in Lao PDR.
9. Payment failures and duplicate charges
| Situation | Resolution |
|---|---|
| Payment failed but Order shows pending | Order will not be fulfilled; no charge should apply. Contact support if you believe you were charged. |
| Duplicate charge | Contact support with transaction references; we will investigate with the payment provider. |
| Paid in bank app but Order not confirmed | Contact support with proof of payment; we will reconcile with webhook records. |
10. Chargebacks
If you initiate a chargeback or payment dispute with your bank without contacting us first, we may suspend your account pending investigation. Fraudulent chargebacks may result in permanent ban and legal action.
11. Contact
support@reloop.la — include “Refund Request” and your Order ID in the subject line.
[ReLoop Company Legal Name]
[Street Address], Vientiane, Lao PDR