We are working on a Lao version for this document.
Refund and Cancellation Policy
Last updated: 15 September 2026
Version: 2026-09-15
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 by Reloop, 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; Customer has not yet submitted payment proof (or hold not completed). |
| Awaiting confirmation | Customer uploaded a payment proof; Reloop staff have not yet confirmed the bank transfer. |
| Paid | Payment confirmed by Reloop (ops confirm on the pilot path); 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 (may appear as expired/uncollected in the App). |
| Refunded | Payment returned (full or partial) per this Policy. |
4. Cancellations by Customer
4.1 Before payment confirmation
If the Order is still pending payment or awaiting confirmation (Reloop has not marked it paid):
- You may cancel or abandon the Order in the App where available;
- If you already transferred funds but Reloop has not confirmed (or confirms a cancel), contact admin@lbylimited.com with your Order ID and proof so we can reconcile and, if appropriate, arrange a manual bank refund.
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 Reloop has confirmed payment.
We may consider a full or partial refund at our discretion if:
- You contact admin@lbylimited.com 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 or expired;
- 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 (via the refund method in §7);
- 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, mismatched, or reversed;
- The Listing was erroneous or violated our policies;
- The Partner is suspended or removed;
- Required by law or banking rules.
Affected Customers will receive a full refund unless otherwise required by law.
7. Refund method and timing
7.1 How refunds are issued
On the current pilot path (manual BCEL One transfer + payment proof), refunds are arranged by Reloop ops as a manual bank transfer back to the Customer (or another method we agree in support), subject to banking timelines. There is no automated PhaJay/provider reversal on this path.
If a future automated payment gateway is enabled, refunds for those Orders may follow that provider’s reversal rules under updated policies.
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.
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 admin@lbylimited.com within 24 hours of pickup (you may also use in-app reporting where available);
- 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 / never transferred; Order pending | Order will not be fulfilled as paid; no Reloop charge applies. Contact support if you believe you were charged. |
| Duplicate bank transfer | Contact support with Order ID and both proofs; we will investigate and refund the duplicate if confirmed. |
| Paid in bank app but Order still awaiting confirmation | Wait for Reloop ops confirm, or contact support with your payment proof; we reconcile against the uploaded proof and bank records (not webhook records on the pilot path). |
| Paid in bank app but Order canceled / expired before confirm | Contact support promptly with proof; we will reconcile and refund where appropriate. |
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
admin@lbylimited.com — include “Refund Request” and your Order ID in the subject line.
LBY Limited
Remote Office, Vientiane, Lao PDR