1. Overview
This Refund Policy describes how KingPao handles refunds for orders, online payments, delivery fees, and KingWallet transactions. By registering and placing orders, you agree to the terms below.
2. Order cancellations
- Before preparation: If your order has not yet been prepared, contact your branch as soon as possible to request cancellation. Approved cancellations may qualify for a full refund of product and applicable delivery amounts paid.
- After preparation or dispatch: Once an order is prepared or dispatched, cancellation may not be possible. Refunds, if any, are at the branch manager's discretion based on order status.
- Unpaid online orders: Pending online orders that are cancelled before payment is completed will not be charged.
3. Online payments
If you pay online (GCash, PayMaya, cards, or similar) and a refund is approved:
- Refunds are processed back to your KingWallet when wallet was used, or reversed through the original payment channel where supported.
- Processing times depend on the payment provider and may take several business days.
- Partial refunds may apply if only part of an order is cancelled or adjusted.
4. Delivery & transport fees
- Zone delivery: Delivery fees calculated at checkout are based on branch settings and route distance. If an order is cancelled before dispatch, the delivery fee may be refunded together with the product total.
- Outside service area (bus delivery): Transport fees may be assessed by the branch after order review. If the final fare differs from an estimate, adjustments may be credited to or debited from your KingWallet.
- Fee adjustments: If the branch updates the transport fee after assessment, any overpayment is refunded to KingWallet; any shortfall may be collected as wallet debt or additional payment as communicated by the branch.
5. KingWallet refunds
- Approved order refunds are typically credited to your KingWallet balance for future purchases.
- Wallet amounts used on a cancelled unpaid order are restored to your wallet balance automatically when applicable.
- Cash-out or withdrawal of wallet balance, if offered, is subject to branch approval and separate terms.
6. Non-refundable items
The following may not qualify for a refund:
- Perishable products that have already been prepared or delivered.
- Orders rejected due to incorrect address, unavailability at delivery, or failure to meet at an agreed meet-up point.
- Third-party payment provider fees that cannot be reversed by the processor.
7. How to request a refund
Contact your assigned branch with your order number and reason for the request. The branch will review the order status and respond according to this policy. For wallet-related disputes, provide transaction details shown in your KingWallet history.
8. Policy updates
We may update this Refund Policy from time to time. The latest version will always be available on this page.